Store Attributes and Experience Quality Affect Loyalty: Evidence from Muslim Fashion Retail
DOI:
https://doi.org/10.30741/adv.v9i2.1763Keywords:
Store Attributes, Experience Quality, Customer Loyalty, Muslim Fashion Retail, Mediation ModelAbstract
This study aims to examine the relationship between store attributes and customer loyalty, with experience quality as a mediating variable in the Muslim fashion retail industry in Indonesia. The research adopts a quantitative approach, testing both direct and indirect effects through a mediation model. Data were collected from 110 customers of Ahwarumi Fashion, a Muslim fashion retail company located in Lamongan Regency. The study investigates how store attributes, comprising product variety, pricing, service quality, and store atmosphere, influence customer loyalty, and whether experience quality enhances or mediates this relationship. The findings are expected to provide empirical evidence supporting the theoretical linkage between store attributes and customer loyalty and to clarify the role of experience quality as a key determinant in retail marketing. The study contributes to the literature by extending prior research that primarily examined these constructs independently, offering a more integrated model of retail customer behaviour. From a managerial perspective, the results are anticipated to guide fashion retailers in designing customer-centric strategies that emphasise the importance of store attributes and experiential Quality in strengthening long-term customer loyalty.
Downloads
References
Abdillah, W. & Hartono, J. 2015. Partial Least Square (PLS): alternatif structural equation modeling (SEM) dalam penelitian bisnis. Yogyakarta: ANDI OFFSET.
Abigail, J., Sari, V. P., & Saputra, D. 2024. The Influence of Product Quality and Online Shopping Experience (OSE) on Consumer Loyalty Through Customer Satisfaction on (OSE) on Consumer Loyalty Through Customer Satisfaction on Local Skincare Products. Procedia Computer Science, 234(2023), 537–544.
Alibaba.com. 2024. Dalam Data: Fashion Akan Menjadi 'Industri Triliunan Dolar' pada tahun 2027. https://reads.alibaba.com/id/in-data-fashion-to-be-trillion-dollar-industry-by-2027/. Diakses pada 05 Agustus 2024.
Anggara & Ratnasari. 2022. Pengaruh Store Attribute terhadap Customer Experience dan Brand Loyalty. Jurnal Ekonomi Syariah Teori dan Terapan, 9(3), 379-387.
Arjun J. Nair, Sridhar Manohar & Amit Mittal. 2024. "AI-enabled FinTech for innovative sustainability: promoting organizational sustainability practices in digital accounting and finance". International Journal of Accounting & Information Management, 33(2), 287-312.
Astari, Bunga, Lili Adi Wibowo, & Oce Ridwanudin. (2017). Pengaruh Store Attribute Terhadap Loyalitas Wisatawan Dikontrol Oleh Motivasi Berbelanja. Tourism and Hospitality Essentials (THE) Journal, 7(1).
Baltas, G. & Papastathopoulos, G. 2003. In-store vs. online shopping of search and experience goods: A Hybrid Choice approach. Athens: Rosili Publications.
Belwal, R., & Al Saidi, F. A. 2014. Characteristics, motivations, and challenges of women entrepreneurs in Oman's Al-Dhahira region. Journal of Middle East Women's Studies, 10(2), 135-151.
Cachero-Martínez, S., & Vázquez-Casielles, R. 2021. Building consumer loyalty through e-shopping experiences: the mediating role of emotions. Journal of Retailing and Consumer Services, 60, 102481.
Cetin, 2020. Experience vs quality: Predicting satisfaction dan loyalty in services. Service Industries Journal, 40(11), 1167-1182.
Data Indonesia. 2024. Data Kinerja Industri Tekstil dan Pakaian Jadi pada Kuartal I/2022-Kuartal I/2024. https://dataindonesia.id/industri-perdagangan/detail/data-kinerja-industri-tekstil-dan-pakaian-jadi-pada-kuartal-i2022kuartal-i2024. Diakses pada 05 Agustus 2024.
El-Manstrly, D., Herhausen, D., Guha, A., Blut, M., & Grewal, D. 2024. Should online retailers emphasize efficiency or experience? First insights on the evolution and heterogeneity of website attributes. Journal of Retailing, 100(2), 274–292.
Faisal, M., & Susanti, F. (2023). Pengaruh Brand Awareness, Brand Association, Perceived Quality Terhadap Brand Loyalty Pada Produk OPPO Smartphone Di Jaya Ponsel Payakumbuh. Profit: Jurnal Manajemen, Bisnis dan Akuntansi, 2(2), 296-312.
Gazi, M. A. I., Al Mamun, A., Al Masud, A., Senathirajah, A. R. b. S., & Rahman, T. (2024). The relationship between CRM, knowledge management, organization commitment, customer profitability and customer loyalty in telecommunication industry: The mediating role of customer satisfaction and the moderating role of brand image. Journal of Open Innovation: Technology, Market, and Complexity, 10(1).
Ghozali, I. & Latan, H. 2015. Konsep, Teknik, Aplikasi Menggunakan Smart PLS 3.0 Untuk Penelitian Empiris. Semarang: BP Undip.
Habib & Faizin. 2024. Kreativitas dan Inovasi: Rahasia Kesuksesan Desainer Fashion Indonesia di Tahun 2024. Diakses dari https://www.ketik.co.id/berita/kreativitas-dan-inovasi-rahasia-kesuksesan-desainer-fashion-indonesia-di-tahun-2024. Diakses pada 05 Agustus 2024.
Hair, J. F., Black, W. C., Babin B.J., Anderson, R.E., & Tatham, R.L. 2010. "Multivariate Data Analysis" (7th ed., Vol. 7) New York, Pearson Prentice Hall Upper Saddle River, NJ.
Hu & Jasper. 2006. Social cues in the store environment and their impact on store image. International Journal of Retail & Distribution Management, 34(1), 25-48.
Hussein, A. S. 2018. Revisiting the importance of casual dining experience quality: an empirical study. International Journal of Quality and Service Sciences, 10(3), 233–252.
Kementerian Koordinator Bidang Perekonomian Republik Indonesia. 2024. https://ekon.go.id/publikasi/detail/5908/indonesia-berhasil-catat-pertumbuhan-triwulan-ii-2024-mencapai-505. Diakses pada 05 Agustus 2024.
Kementerian Pariwisata dan Ekonomi Kreatif. 2024. https://www.kemenparekraf.go.id/berita/siaran-pers-menparekraf-indonesia-fashion-week-2024-perkuat-ekosistem-fesyen-tanah-air. Diakses pada 05 Agustus 2024.
Khan & Muazzam. 2017. Examining The Impact of Store Attributes on Customer Loyalty of Superstores in Pakistani Retail Industry. Research Journal of Business and Management, 1(1), 44-65.
Kotler & Armstrong. 2003. Dasar-dasar Pemasaran, Jilid I, Edisi Kesembilan. PT. Jakarta: Indeks Gramedia.
Kotler, K. 2009. Manajemen Pemasaran 1. (Edisi ke 13.). Jakarta: Erlangga.
Kumar & Polonskyb. 2019. In-store experience quality and perceived credibility: A green retailer context. Journal of Retailing and Consumer Services, 49, 23–34.
Kupfer, A.-K., Marchand, A., & Hennig-Thurau, T. (2024). Explaining physical retail store closures in digital times. Journal of Retailing, 100(4), 512–531.
Lemke, F., Clark, M., & Wilson, H. 2011. Customer experience quality: an exploration in business and consumer contexts using repertory grid technique. Journal of the academy of marketing science , 39(6), 846-869.
Liu, Li, Chen, & Zhang. 2021. The Effects Of Social Commerce Environmental Characteristics On Customers' Purchase Intentions: The Chain Mediating Effect Of Customer-To-Customer. Electronic Commerce Research and Applications, 48.
Lovelock, C. H., & Wright, L. K. 2002. Principles of service marketing and management (2nd ed.). Prentice Hall.
Malhotra, N. K., Nunan, D., & Birks, D. F. (2017). Marketing research: An applied approach (5th ed.). Pearson Education.
Maklan, S. 2012. EXQ: a multiple‐item scale for assessing service experience. Journal of Service Management, 23 (1), 1757-5818.
Martineau, P. 1958. The Personality of the Retail Store. Harvard Business Review, 36, 47-55.
Muhammad & Ali. 2014. Unleashing the Effect of Store Atmospherics on Hedonic Experience and Store Loyalty. Social and Behavioral Sciences, 130,469 – 478.
Mofokeng, 2021. The impact of online shopping attributes on customer satisfaction and loyalty: Moderating effect of e-commerce experience. Cogent Business and Management, 8 (1).
Molinillo & Japutra. 2020. The impact of affective and cognitive app experiences on loyalty towards retailers. Journal of Retailing and Consumer Services, 54.
Ogruk, Anderson, & Nacass. 2018. In-Store Customer Experience and Customer Emotional State in the Retail Industry. Journal of Research for Customers, 32.
Palenewen & Ariadi. 2023. Can Instagram Attributes Affect Store Loyalty Mediated by Application Engagement and Interaction Intentions?. Jurnal Dinamika Manajemen, 14(2), 232-247.
Pasacito & Ariyanti. 2024. The influence of image and product attributes on customer satisfaction and its implications for customer loyalty of Kimia Farma Apotek (KFA) in the Bandung City area. International Journal of Research in Business and Social science, 13(4), 76-88.
Ramly & Omar. 2017. Exploring the influence of store attributes on customer experience and customer engagement. International Journal of Retail & Distribution Management. Emerald Publishing Limited, 0959-0552.
Schiffman, Leon G., & Joseph Wisenblit. 2019. Consumer Behavior. Twelfth Edition. United Kingdom: Pearson
Selema & Makgosa. 2018. Store attributes as drivers of store choice and loyalty: The female grocery shopper in Botswana. The Retail and Marketing Review, 04(1).
Sekaran, U., & Bougie, R. 2016. “Research methods for business: A skill building approach”. 7th Edition, Wiley & Sons, West Sussex.
Shahzad, K., Shahzad, M. F., Ahmad, B., & Hayat, K. 2025. Impact of metaverse experiences on consumer behavior in metaverse-enabled hospitality retailing: the role of realism, immersion, convenience, and social interaction. Journal of Hospitality Marketing and Management, 34(1).
Shuja, M., Raj, R., Jayaraj, P., Naqvi, S. R., Shaikh, Z., & Reddy, P. V. K. 2023. Impact Of Store Attributes and Store Brand Loyalty on Customer Satisfaction; A Mediation Role. Journal of Informatics Education and Research, 3(2), 1526-4726.
Simamora, B. 2001. Memenangkan Pasar dengan Pemasaran yang Efektif dan Profitabel. Jakarta: PT. Gramedia Pustaka Utama.
Ridwan, S., Ermansyah, M. and Apriyana, N. 2024. Pengaruh Kualitas Layanan Terhadap Kepuasan dan Loyalitas Pelanggan Pada Orange Supermarket di Merauke Town Square. Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi), 8(2).
Theodoridis, P.K. & Chatzipanagiotou, K.C. 2008. Store image attributes and customer satisfaction across different customer profiles within the supermarket sector in Greece. Journal of Marketing, 43, 708-734.
Wonglakorn, N., Ratanavaraha, V., Karoonsoontawong, A., & Jomnonkwao, S. 2021. Exploring Passenger Loyalty and Related Factors for Urban Railways in Thailand. Sustainability, 13(10), 5517.
Wang, H. H. & Carlson, S. P., 2011. Factors that Influence Student’s Learning in an * Environmental Field Day. International Electronic Journal of Environmental Education, 1 (2), 129-139.
Ju-Chuan Wu & Pei-Hsuan Tsai & Jia-Wei Tang & Chih-Jou Chen. 2024. Do Store and Brand Attachments Influence Customer Loyalty? Evidence From Migrant Workers in Taiwan. SAGE Open, 1–21.
Wu, H. C., & Ai, C. H. 2016. Synthesizing the effects of experiential quality, excitement, equity, experiential satisfaction on experiential loyalty for the golf industry: The case of Hainan Island. Journal of Hospitality and Tourism Management, 29, 41-59.
Yadav, J., Yadav, A., Misra, M., Rana, N. P., & Zhou, J. 2023. Role of Social Media in Technology Adoption for Sustainable Agriculture Practices: Evidence from Twitter Analytics. Communications of the Association for Information Systems, 52, 833-851.
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. 1985. “Problems and Strategies in Services Marketing”. Jurnal of Marketing,49.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Hanny Lubaba
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
