Determinants of Customer Retention During Pandemic
DOI:
https://doi.org/10.31000/jmb.v11i2.6975Abstrak
This study aims to analyze the relationship between several variables store atmosphere, product quality, and personal selling to customer retention during the pandemic at Hypermart Puri Indah. This study uses a descriptive method with a quantitative approach. The sample in this study amounted to 100 respondents. Statistical tests were carried out which included simple regression tests, multiple regression tests, simple correlation tests, multiple correlation tests, and determination of the coefficient of determination. And the hypothesis test is also carried out which includes a T-test and F-test. The results showed that partially the store atmosphere variable had a positive and significant effect on customer retention. This is indicated by t stat > t table or 3,608 > 1,986 with a significant value of 0,000 < 0,05. Product quality has a positive and significant effect on customer Retention. This is indicated by t stat > t table or 6,177 > 1,986 with a significant value of 0,000 < 0,05. And personal selling has a positive and significant effect on customer retention. This is indicated by t stat > t table or 6,000 > 1,986 with a significant value of 0,000 < 0,05. And simultaneously variable store atmosphere, product quality, and personal selling. Namely F stat > F table of 38,732 > 2,70. With the value of the multiple regression equation, Y = 17,145 + 0,272X1 + 0,473X2 + 0,434X3 with a coefficient of determination of 53,3% while the remaining 46,7% is influenced by other variables outside the variables not discussed in this study.Referensi
Arori, A. M., & Rugami, J. M. (2020). Personal
Selling Strategies and Customer Loyalty
among Insurance Companies in Malindi
Town, Kilifi County, Kenya. International
Journal of Business Management,
Entrepreneurship, and Innovation, 2(1), 36–
https://doi.org/10.35942/jbmed.v2i1.99
Bauer, A., Mitev, A. Z., & Gáti, M. (2019). The
effect of communication channels and
innovation behaviour on trust and
customer retention in personal selling.
Vezetéstudomány-Budapest …, 6–13.
http://unipub.lib.uni-corvinus.hu/4231/
Cruceru, A. F., & Moise, D. (2014). Customer
Relationships through Sales Forces and
Marketing Events. Procedia - Social and
Behavioral Sciences, 109(1994), 155–159.
https://doi.org/10.1016/j.sbspro.2013.12.43
Danang, S. (2015). Dasar-dasar Manajemen
Pemasaran. PT Buku Seru.
Febriani, F., & Ahmad Fadili, D. (2021). Pengaruh
Store Atmosphere Dan Kualitas Produk
Terhadap Kepuasan Pelanggan (Survey Pada
Café Patroli Kopi Karawang). Jurnal
Pemasaran Kompetitif, 4(3), 368.
https://doi.org/10.32493/jpkpk.v4i3.10100
Ghozali, I. (2013). Aplikasi Analisis Multivariate
Dengan Program SPSS. Badan Penerbit
Universitas Dipenogoro.
Goić, M., Levenier, C., & Montoya, R. (2021).
Drivers of customer satisfaction in the
grocery retail industry: A longitudinal
analysis across store formats. Journal of
Retailing and Consumer Services,
(September 2020).
https://doi.org/10.1016/j.jretconser.2021.10
Gstngr, I., Diputra, A. W., & Yasa, N. N. (2021).
The Influence of Product Quality, Brand
Image, Brand Trust on Customer
Satisfaction and Loyalty. American
International Journal of Business Management
(AIJBM), 4(01), 25–34.
Hollensen, S. (2010). Marketing Management a
Relationship Approach. Prentice Hall.
Kartika, D. M., & Syahputra. (2017). Pengaruh
Store Atmosphere Terhadap Keputusan
Pembelian Pada Coffee Shop Di Bandung.
Jurnal Ecodemica, 1(2), 162–171.
Kotler, P., & Armstrong, G. (2018). Principle Of
Marketing (17e Global). Pearson Education
Limited.
Kotler, P., & Keller, K. L. (2019). Marketing
Management (Global). Pearson.
Lay, N. Y., Listiana, E., & Heriyadi, H. (2018).
Analisis Pengaruh Service Quality, Personal
Selling dan Complain Handling Melalui
Satisfaction Serta Trust terhadap Customer
Retention (Survei Nasabah Tabungan Bank
Harda Internasional Cabang Pontianak).
Jurnal Ekonomi Bisnis Dan Kewirausahaan,
(2), 132.
https://doi.org/10.26418/jebik.v7i2.25694
Lupiyoadi, R. (2013). Manajemen Pemasaran Jasa.
PT. Indeks.
Nurhajijah, S., Dewi, I. R., & Aisy, R. (2022). the
Influence of Service Quality and Store
Atmosphere on Customer Satisfaction.
Manajemen Bisnis, 12, 52–61.
22219/mb.v12i01.15481
Pangestu, J. (2017). Pengaruh Suasana Toko Dan
Kualitas Produk Terhadap Keputusan
Pembelian, Kepuasan Pelanggan Dan
Customer Retention (Studi Pada Distro
Inspired27 …. Jurnal Ilmiah Mahasiswa FEB.
https://jimfeb.ub.ac.id/index.php/jimfeb/articl
e/view/3786
Ralahallo, F. N., Tabelessy, W., & Refo, I. S. S.
(2020). The Impact of Relationship
Marketing, Store Atmosphere, and Service
on Customer Retention. Journal of Critical
Reviews, 7(08), 2375–2387.
http://www.jcreview.com/fulltext/197-
Rangkuti, F. (2017). Customer Care Excellent
Meningkatkan Kinerja Perusahaan melalui
Pelayanan Prima Plus Analisis Kasus Jasa
Raharja. Gramedia Pustaka Utama.
Sekaran, U. (2017). Metode Penelitian untuk Bisnis
(Enam). Salemba Empat.
Sugiyono. (2018). Metode Penelitian Kuantitatif,
Kualitatif. Alfabeta.
Taufik, A., Santoso, S., Fahmi, M. I., Restuanto, F.,
& Yamin, S. (2022). The Role of Service and
Product Quality on Customer Loyalty.
Journal of Consumer Sciences, 7(1), 68–82.
https://doi.org/10.29244/jcs.7.1.68-82
Tjiptono, A., & Chandra, G. (2012). Service,
Quality Satisfaction. Andi Offset.
Tjiptono, F. (2019). Strategi Pemasaran Prinsip &
Penerapan (I). CV. Andi Offset.
Werdaningrum, A. G., & Ardiyanto, F. (2020).
Pengaruh Kualitas Produk, Kepuasan
Pelanggan, Hambatan Beralih Dan
Kepercayaan Merek Terhadap Retensi
Pelanggan Wardah Kosmetik Di Kabupaten
Klaten. Akmenika: Jurnal Akuntansi Dan
Manajemen, 17(2), 394–402.
https://doi.org/10.31316/akmenika.v17i2.10
Zahari, N., & Chan, S. (2018). The Effect of
Sponsorships, Personal Selling and Pricing
Strategies on Customer Engagement and Its
Impact on Customer Retention of Dental
Equipment Industry in Indonesia.
Jurnal.Unsyiah. Ac.Id, 21–36.
http://www.jurnal.unsyiah.ac.id/AICSSocial/article/view/1263
Unduhan
Diterbitkan
Terbitan
Bagian
Lisensi
The Authors submitting a manuscript do so on the understanding that if accepted for publication, the copyright of the article shall be assigned to Indonesian Journal of Law and Policy Studies, Post Graduate in Law Universitas Muhammadiyah Tangerang, Indonesia as the publisher of the journal.
Jurnal Manajemen & Bisnis (JMB) right of first publication with the work simultaneously licensed under  Creative Commons Attribution-ShareAlike 4.0 International License (CC BY-SA 4.0) that allows others to share (copy and redistribute the material in any medium or format) and adapt (remix, transform, and build upon the material) the work for any purpose, even commercially with an acknowledgment of the work's authorship and initial publication in Jurnal Manajemen & Bisnis (JMB). Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in Jurnal Manajemen & Bisnis (JMB). Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).