The Value of Experience: Exploring How Retail Innovations Shape Economic Decision-Making Through Consumer Satisfaction
DOI:
https://doi.org/10.37385/ijedr.v6i2.7057Keywords:
Service Innovation, Product Completeness, Store Atmosphere, Consumer Satisfaction, Purchasing DecisionsAbstract
The business world is experiencing rapid development, encouraging business actors to adapt to the ever-changing market dynamics. This study aims to analyze the influence of service innovation, product completeness, and store atmosphere on consumer purchasing decisions, with consumer satisfaction as a mediating variable. The research was conducted at Coco Mart Jimbaran with 120 customers as respondents, using Structural Equation Modeling (SEM) for data analysis. The results indicate that service innovation, product completeness, and store atmosphere positively and significantly affect consumer satisfaction. Furthermore, consumer satisfaction has a positive impact on purchasing decisions. However, consumer satisfaction does not significantly mediate the effect of service innovation, product completeness, and store atmosphere on purchasing decisions. This study contributes to the theoretical understanding of the relationship between retail attributes, consumer satisfaction, and purchasing decisions. It also provides practical insights for retail managers to enhance service innovation, improve product offerings, and create an inviting store atmosphere to drive consumer purchasing behavior. Additionally, the findings offer guidance for policymakers in creating regulations that foster retail sector development, such as incentives for service technology innovation and better inventory management practices. With increasing competition in Bali's retail industry, particularly in Badung Regency, these insights provide strategic recommendations for business actors to maintain competitiveness by focusing on customer satisfaction as the key to attracting and retaining loyal customers.
References
Anggarayana, R. (2020). The effect of service quality on customer loyalty through consumer satisfaction as a mediating variable. Jurnal Bisnis dan Manajemen, 17(1), 45–58.
Bagaskara, T. Y. (2021). The influence of product innovation, product design, and product quality on competitive advantage in Woodenway products. Jurnal Manajemen Inovasi, 12(3), 131–142.
Baron, R. M., & Kenny, D. A. (1986). The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51(6), 1173. https://doi.org/10.1037/0022-3514.51.6.1173
Benson, H. P. (2007). Solving sum of ratios fractional programs via concave minimization. Journal of Optimization Theory and Applications, 135, 1–17. https://doi.org/10.1007/s10957-007-9205-0
Daud, I., et al. (2022). The effect of digital marketing, digital finance, and digital payment on the financial performance of Indonesian SMEs. International Journal of Data and Network Science, 6, 37–44. https://doi.org/10.5267/j.ijdns.2021.8.011
Delafrooz, N., Taleghani, M., & Taghineghad, M. (2013). The impact of service innovation on consumer satisfaction. International Journals of Marketing and Technology, 3(5), 127–144.
Fakhruddin, K. S., Ngo, H. C., & Samaranayake, L. P. (2019). Cariogenic microbiome and microbiota of the early primary dentition: A contemporary overview. Oral Diseases, 25(4), 982–995. https://doi.org/10.1111/odi.12911
Khilmi, M. (2021). The influence of innovation on customer satisfaction and customer loyalty in the fashion industry in Indonesia. Jurnal Manajemen Pemasaran, 15(1), 33–47.
Kotler, P. (2017). Philip Kotler: Some of my adventures in marketing. Journal of Historical Research in Marketing, 9(2), 203–208. https://doi.org/10.1108/JHRM-11-2016-0024
Lowe, M., et al. (2022). Molecular characterization of Acinetobacter baumannii isolates from bloodstream infections in a tertiary-level hospital in South Africa. Frontiers in Microbiology, 13, 863129. https://doi.org/10.3389/fmicb.2022.863129
Oktari, R. S., et al. (2023). Knowledge management strategy for managing disaster and the COVID-19 pandemic in Indonesia: SWOT analysis based on the analytic network process. International Journal of Disaster Risk Reduction, 85, 103503. https://doi.org/10.1016/j.ijdrr.2023.103503
Permatasari, D. (2021). The effect of location, price, and service on purchasing decisions at XYZ retail store. Jurnal Ekonomi dan Bisnis, 20(1), 45–58.
Prabowo, S., et al. (2015). Revealing factors hindering halal certification in East Kalimantan, Indonesia. Journal of Islamic Marketing, 6(2), 268–291. https://doi.org/10.1108/JIMA-05-2013-0035
Pratiwi, A., & Darma, G. S. (2020). The effect of service quality on customer loyalty mediated by consumer satisfaction at PT. XYZ. Jurnal Ilmu Manajemen, 8(4), 123–134.
Prasetya, V. A., Widayanto, W., & Waloejo, H. D. (2022). The influence of service quality and service innovation on customer satisfaction at PT PLN (Persero) Semarang. Jurnal Ilmu Administrasi Bisnis, 11(4), 694–700.
Riswan, M., Waloejo, H. D., & Listyorini, S. (2022). The effect of product innovation and product quality on consumer satisfaction among iPhone Apple smartphone users in Semarang. Jurnal Ilmu Administrasi Bisnis, 11(2), 272–280.
Sapta, A., et al. (2012). The effect of ESQ training (training in emotional intelligence and spiritual intelligence) on organizational commitment and job satisfaction. International Journal of Information Technology and Business Management, 11(1), 40–54.
Sindermann, H., & Engel, J. (2006). Development of miltefosine as an oral treatment for leishmaniasis. Transactions of the Royal Society of Tropical Medicine and Hygiene, 100, S17–S20. https://doi.org/10.1016/j.trstmh.2006.03.003
Sukarmen, S., & Hidayat, T. (2021). The effect of product innovation and service quality on consumer satisfaction through new products at PT. ABC. Jurnal Manajemen dan Bisnis, 10(2), 149–156.
Tjiptono, F., Khan, G., Yeong, E. S., & Kunchamboo, V. (2020). Generation Z in Malaysia: The four 'E' generation. In The New Generation Z in Asia: Dynamics, Differences, Digitalisation (pp. 149–163). Emerald Publishing Limited. https://doi.org/10.1108/978-1-83982-385-520201011
