THE INFLUENCE OF STORE ENVIRONMENT, PRODUCT QUALITY, AND PRICE FAIRNESS ON CUSTOMER SATISFACTION AND THE INFLUENCE OF WORD-OF-MOUTH AND TRUST ON REPURCHASE INTENTION AT SEPHORA
DOI:
https://doi.org/10.35794/jmbi.v11i3.58066Abstract
The competition in the beauty industry in Indonesia is becoming increasingly intense, as evidenced by the performance differences between Sephora.co.id and Sociolla.com. The higher total visits and rankings of Sociolla.com indicate a significant performance gap. This study aims to examine the effects of Store Environment, Product Quality, and Price Fairness on Customer Satisfaction, as well as the effects of Word-of-Mouth (WOM) and Trust on Repurchase Intention among Sephora's cosmetic store consumers. The research employs a descriptive approach with a quantitative method. Data was collected from 271 respondents via Google Forms and analyzed using SmartPLS 4.0. The results indicate that Store Environment, Product Quality, and Price Fairness have a significant positive effect on Customer Satisfaction, which, along with Word-of-Mouth (WOM) and Trust, also has a significant positive effect on Repurchase Intention. Managerial implications emphasize the importance of improving customer satisfaction, creating Referral Programs to enhance WOM, evaluating pricing strategies, and designing stores with unique layouts to attract more visitors.References
Andriyani, N., dan Sari, D. N. (2022). The Influence of Trust and Service Quality on Customer Satisfaction of Islamic Banks. Etihad: Journal of Islamic Banking and Finance, 2(2), 155–171. https://doi.org/10.21154/etihad.v2i2.5184
Badarou, N. S. (2021). Impact of Customer Satisfaction on Purchasing Decision. The International Journal of Business dan Management, 9(6), 9–12. https://doi.org/10.24940/theijbm/2021/v9/i6/bm2106-004
Chen, C., Chen, Y., & Lin, S. (2021). The Impact of Word-of-Mouth on Consumer Behavior: A Meta-Analytic Review. Journal Of Marketing Research, 58(3), 345-362.
Dayani, A., Agung Kresnamurti Rivai, dan Shandy Aditya. (2022). The Impact of E-Service Quality and Brand Trust on Repurchase Intention with Customer Satisfaction as Intervening for Telemedicine Application Users. Jurnal Dinamika Manajemen Dan Bisnis, 5(2), 35–56. https://doi.org/10.21009/jdmb.05.2.3
Gultom, D. K., Arif, M., dan Muhammad Fahmi. (2020). Determinasi Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Melalui Kepercayaan Dedek.
Hasibuan, S. T., Siregar, D. M. E., dan (2022). The Effect of Service Quality, Price, Customer Satisfaction on Purchase Decisions at Usman Wholesale. Institute (BIRCI-Journal), 6232–6242.
Iliyas, Dahmiri, & Nifita, A. T. (2021). Pengaruh Kualitas Produk dan Kualitas Pelayanan terhadap Kepuasan Konsumen (Studi Kasus Nikimi Mart Tebo). Jurnal Dinamika Manajemen, 9(2), 99–110.
Investor Daily. (2018, March 20). Industri Kosmetik Nasional Tumbuh 20%. Investor Daily. https://kemenperin.go.id/artikel/18957/Industri-Kosmetik-Nasional-Tumbuh-20
Jo, H. (2023). What Drives Recommendation Intention and Loyalty of Online for Offline (O4O) Consumers? Sustainability, 15(6), 4775.
Johnson, D., & Grayson, K. (2005). Cognitive and Affective Trust in Service Relationships. Journal of Business Research, 58(4), 500-507. https://doi.org/10.1016/j.jbusres.2005.01.013
Jones, D., & Taylor, S. (2019). The impact of online reviews and word-of-mouth on consumer purchase behavior. Journal of Marketing Research, 56(4), 567-583.
Kavitha, dan Gopinath. (2022). Effect of Service Quality on Satisfaction and Word- of-Mouth: Small Scale Industries and their Commercial Banks in Tamil Nadu. International Journal of Management, November 2020.
Konuk, F. A. (2019). The influence of perceived food quality, Price Fairness, perceived value and satisfaction on customers’ revisit and Word-of-Mouth intentions towards organic food restaurants. Journal of Retailing and Consumer Services, 50(March), 103–110. https://doi.org/10.1016/j.jretconser.2019.05.005
Kurniawan, A. A., Kartawan, dan Setyawati, S. (2019). The Effect of Service Environment on Consumer Loyalty With Consumer Satisfaction as a Mediation. International Conference on Rural Development and Entrepreneurship 2019: Enhancing Small Business and Rural Development Toward Industrial Revolution 4.0, 5(1), 1105–1113.
Kurniawan, R. F., dan Ratnasari, D. (2022). The Effect of Product Quality and Price on Consumers Satisfaction. Jurnal Sintesa.
Lone, R. A., dan Bhat, M. A. (2023). Impact of Product Quality on Customer Satisfaction: Evidence from Selected Consumer Durables. 8(4), 93–99.
Mittal, V., & Kamakura, W. A. (2001). Satisfaction, Repurchase Intent, and Repurchase Behavior: Investigating the Moderating Effect of Customer Characteristics. Journal of Marketing Research, 38(1), 131-142. https://doi.org/10.1509/jmkr.38.1.131.18832
Moukrim, A. (2023). Investigating The Influence of In-Store Environments on Customer Satisfaction : Empirical Insights Derived from Sports Equipment Retail Establishments. 6(6), 1787–1801.
Nguyen, L., Nguyen, T. H., Dan Tan, T. K. P. (2021). An Empirical Study of Customers Satisfaction and Repurchase Intention on Online Shopping in Vietnam. Journal of Asian Finance, Economics and Business, 8(1), 971–983.
Parnataria, A., & Abror, A. (2019). Customer Satisfaction and its Impact on Word- of-Mouth in The Digital Age: An Empirical Study. International Journal of Business and Management, 14(7), 54-67.
Patawari, S., dan Mutha, A. (2022). The Impact of Shopping Environment on Customer Satisfaction. SSRN Electronic Journal, February. https://doi.org/10.2139/ssrn.4256115
Putra, R. F. P. H. (2020). Pengaruh Electronic Word Of Mouth Terhadap Repurchase Intention Yang Dimediasi Oleh Brand Image Pada Pengguna Steam. Jurnal Ilmiah FEB.
Radic, D. (2023). Price Fairness: Square Equity and Mean Pricing. Journal of Revenue and Pricing Management, 0123456789.
Rijali, N. F., & Rahmawati, E. (2022). Pengaruh Store Atmosphere Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Owners Store Tanjung Tabalong. Jurnal Bisnis Dan Pembangunan, 11(1), 43. https://doi.org/10.20527/jbp.v11i1.13123
Sambo, E., Sunday, U. I., Mary, A. M., dan John, F. (2022). Impact of Product Quality on Customer Satisfaction and Loyalty. Nigeria Academy of Management Journal, 145–155.
Saodin, S. (2021). The Role of Trust and Satisfaction in Mediating The Impact of Word-of-Mouth on Repurchase Intention. Marketing Science and Technology Journal, 5(4), 234-249.
Sephora Indonesia. (n.d.). Retrieved from Sephora Indonesia
Setiawan, A. N., dan Surianto, M. A. (2022). The Influence of Word-of-Mouth, Facebook Ads and Personal Selling on The Purchase Decision of Points of Sales (Pos) Packages at Senna. Indonesian Vocational Research Journal, 1(2),15. https://doi.org/10.30587/ivrj.v1i2.4054
Silva, C. Da, Moenardy, K. K., dan Ximenes, L. (2023). The Effect of Product quality, Price, and Promotion on Satisfaction Customers. Journal of Digitainability, Realism dan Mastery (DREAM), 2(12), 352–389. https://doi.org/10.56982/dream.v2i12.184
Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer Trust, Value, and Loyalty in Relational Exchanges. Journal of Marketing, 66(1), 15-37. https://doi.org/10.1509/jmkg.66.1.15.18449
Smith, J., & Anderson, K. (2018). Trust In Consumer-Generated Information: The Role of Familiarity and Perceived Authenticity. Journal of Consumer Behavior, 17(2), 123-136.
Sugiyono. (2019). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Alfabeta. swafoto-pasar-kosmetik-dan-perawatan-kulit-tumbuh-pesat
Tan, C. H., & Lee, W. L. (2021). The Influence of Market Competition on The Relationship Between Customer Satisfaction and Word-Of-Mouth. Marketing Science, 40(5), 823-839.
Tho, N. X., Lai, M.-T., dan Yan, H. (2017). The Effect of Perceived Risk on Repurchase Intention and Word-of-Mouth in the Mobile Telecommunication Market: A Case Study from Vietnam. International Business Research, 10(3),8. https://doi.org/10.5539/ibr.v10n3p8
Upamannyu, N. K., Gulati, C., Chack, A., dan Kaur, G. (2015). The Effect Of Customer Trust on Customer Loyalty and Repurchase Intention: The Moderating Influence of Perceived CSR. International Journal of Research in IT, Management and Engineering, 5(4), 1–31.
Utami, P., Bernarto, I., dan Hutabarat, Z. (2023). The Effect of Satisfaction and Trust on Member Loyalty Reload By hp. 12(01), 609–617.
