THE INFLUENCE OF PROVIDED SERVICE, PRODUCT QUALITY, AND OFFERED FACILITIES IN PREMIUM CONVENIENCE STORES TO DEFINE CUSTOMER LOYALTY

Abstract

This study aims to analyse the Influence of Provided Service, Premium Product Quality, and Facilities Offered on Customer Loyalty at one of the Premium Convenience Stores (PCS) in Jakarta. PCS is a premium shopping centre that offers a variety of products and services for customers who are looking for an exclusive and quality shopping experience. The research method used in this study is a quantitative approach by distributing questionnaires to 100 respondents who visited PCS. The questionnaire includes questions about customer perceptions of service, premium product quality, facilities provided by PCS, and the level of Customer loyalty to the shopping centre. The results of the analysis show that provided service is not affecting loyalty, unlike product quality and facility offered by PCS. Simultaneously, provided service, product quality, and facilities offered affect loyalty. This research provides insight for the management of the premium convenience store to complement provided service with product quality, and facility to affect customer loyalty on PCS.