Assessing the Impact of Service Quality, Perceived Price, and Store Location on Customer Satisfaction in the Beauty Retail Sector: A Case Study of Soappahollic
DOI:
https://doi.org/10.35891/jsb.v12i1.6001Keywords:
Service quality, Perceived price, Location, Customer satisfactionAbstract
Introduction: This study investigates the influence of service quality, perceived price, and location on customer satisfaction in the context of Soappahollic, a beauty retail business. While prior research has examined these variables individually, limited attention has been given to their combined effects in the beauty retail sector. This research aims to address this gap by analyzing how these three factors simultaneously shape customer satisfaction. Method: The study adopts a quantitative approach using a survey design. Data were collected from 200 Soappahollic customers through simple random sampling. The collected data were analyzed using Structural Equation Modeling with the SmartPLS software to evaluate the relationships among service quality, perceived price, location, and customer satisfaction. Result: The analysis revealed that all three independent variables significantly influence customer satisfaction. Specifically, service quality (p = 0.004), perceived price (p = 0.0097), and location (p = 0.0458) were found to have a positive and statistically significant effect. Among these, service quality emerged as the most dominant factor contributing to customer satisfaction. Conclusion: The findings highlight the critical role of integrating high service quality, fair pricing strategies, and strategic store location in enhancing customer satisfaction and loyalty. This study provides practical insights for managers in the beauty retail industry to design more effective customer service strategies and contributes to the literature by emphasizing the interconnected impact of these variables in a retail setting
Downloads
References
Abdul Hamid, Mokhammad Natsir, & Harianto Respati. (2022). Pengaruh Customer Trust dan Customer Satisfaction Terhadap Brand Loyalty Melalui E-WOM. SKETSA BISNIS, 9(1). https://doi.org/10.35891/jsb.v9i1.2800
Antonides, G., & Hovestadt, L. (2021). Product attributes, evaluability, and consumer satisfaction. Sustainability (Switzerland). https://doi.org/10.3390/su132212393
Augustinah, F., Octaviani, A., Ferriswara, D., Herawati, A., & Listyawati, L. (2024). Analyzing the Influence of Price, Promotion, and Trust on Consumer Purchase Decisions: A Study of Mr. Frozen Food on the Shopee Marketplace. SKETSA BISNIS, 11(02), 283–295.
Fajar Azmi Kurniawan. (2019). Pendekatan Business Model Canvas Sebagai Perancangan Strategi Bisnis Baru. SKETSA BISNIS, 4(2). https://doi.org/10.35891/jsb.v4i2.1602
Fazizah, A., Rakhmawati, A., & Husnah, D. N. (2024). Customer Satisfaction and Repurchase Intention in Terms of E-Commerce Logistics Service Quality and Recovery Service. SKETSA BISNIS, 11(1), 1–23. https://doi.org/10.35891/jsb.v11i1.4150
Fenneman, A., Sickmann, J., Füllbrunn, S., Goldbach, C., & Pitz, T. (2022). Psychological price perception may exert a weaker effect on purchasing decisions than previously suggested: Results from a large online experiment fail to reproduce either a left-digit or perceptual-fluency effect. PLoS ONE. https://doi.org/10.1371/journal.pone.0270850
Firdiyanti, T. A., & Purwanto, N. (2023). Enhancing Consumer Satisfaction: The Impact of Retail Ambiance and Service Quality in the Beauty Industry. Indonesian Journal of Law and Economics Review. https://doi.org/10.21070/ijler.v18i3.966
Ghozali, I. (2021). Partial Least Squares : Konsep, Teknik dan Aplikasi Menggunakan Program SmartPLS 3.2.9 untuk Penelitian Empiris. Semarang : Fakultas Ekonomika dan Bisnis Universitas Diponegoro.
Gulo, E. N. P., & Sabar, M. (2024). The Impact of Service Quality and Price Fairness on Repurchase Intention Through Customer Satisfaction: A Study of Natasha Skin Care Clinic Customers in DKI Jakarta. Formosa Journal of Science and Technology, 3(10), 2381–2396. https://doi.org/10.55927/fjst.v3i10.11771
Gunawan, D., Nainggolan, R., & Effendi, L. V. (2024). The Effect of Product Quality and Price on Customer Loyalty through Customer Satisfaction. Jurnal Entrepreneur Dan Entrepreneurship, 13(1), 39–52.
Huang, Y., & Kim, D. (2023). How does service quality improve consumer loyalty in sports fitness centers? The moderating role of sport involvement. Sustainability, 15(17), 12840.
Indriasih, D., & Mulyantini, S. (2024). Pengaruh Ketahanan Keuangan, Literasi Keuangan dan Pemberdayaan Perempuan terhadap Kemandirian Keuangan Perempuan Nelayan di Kabupaten Indramayu. SKETSA BISNIS (e-Jurnal), 11(2), 263–282.
Ishak, R. P., Mayasari, D., Skawanti, J. R., & Andani, R. (2024). The Influence of Service Quality, Facilities and Location on The Decision to Stay at The Bountie Hotel and Convention Center Sukabumi. TRJ Tourism Research Journal, 8(1), 39–56.
Kim, J., Lee, M., Kwon, W., Park, H., & Back, K. J. (2022). Why am I satisfied? See my reviews – Price and location matter in the restaurant industry. International Journal of Hospitality Management. https://doi.org/10.1016/j.ijhm.2021.103111
Li, S. P., Lin, Y. H., & Huang, C. C. (2022). Application of the Innovative Model NIPA to Evaluate Service Satisfaction. Sustainability (Switzerland). https://doi.org/10.3390/su141610036
Lim, L. G., Tuli, K. R., & Grewal, R. (2020). Customer Satisfaction and Its Impact on the Future Costs of Selling. Journal of Marketing. https://doi.org/10.1177/0022242920923307
Nanjundeswaraswamy, T. S., & Divakar, S. (2021). Determination of sample size and sampling methods in applied research. Proceedings on Engineering Sciences, 3(1), 25–32.
Nisa, A., & Indiani, N. L. P. (2023). Enhancing Customer Loyalty in the Cosmetic Industry: The Role of Store Location and Service Quality. Jurnal Ilmiah Manajemen Dan Bisnis. https://doi.org/10.38043/jimb.v8i2.4544
Obioma,H, O. (2016). Servqual Model as Performance Evaluation Instrument for Small and Medium Sized Enterprises (SME): Evidence From Customers in Nigeria. European Scientific Journal, ESJ. https://doi.org/10.19044/esj.2016.v12n28p520
Pinaraswati, S. O., Farida, I., Susilowati, S., & Suprihati, S. (2024). THE INFLUENCE OF SERVICE CONVENIENCE AND PRICE FAIRNESS ON CUSTOMER LOYALTY: MEDIATING EFFECT OF CUSTOMER SATISFACTION. International Journal of Economics, Business and Accounting Research (IJEBAR), 8(2).
Pires, C. P., Catalão-Lopes, M., Jorge, S. F., & Garcês, P. (2024). Quality-price choices and market configurations when location matters. Economic Modelling, 135, 106728.
Prasetya, A. R., & Prabowo, R. E. (2023). THE INFLUENCE OF LOCATION, SERVICE QUALITY AND PRICE PERCEPTION ON WORKSHOP CUSTOMER SATISFACTION (Study on SBR AC/Audio Kendal Workshop). Jurnal Ekonomi, 12(02), 1591–1598.
Rajavi, K., Lehmann, D. R., & Keller, K. L. (2022). How Advertising Expenditures Affect Consumers’ Perceptions of Quality A Psychology-Based Assessment of Brand-, Category-, and Country-Level Moderators. Journal of Advertising Research. https://doi.org/10.2501/JAR-2022-026
Rakhmawati, A., Rahardjo, K., & Kusumawati, A. (2019). Faktor Anteseden dan Konsekuensi Green Supply Chain Management. JURNAL SISTEM INFORMASI BISNIS, 9(1), 1. https://doi.org/10.21456/vol9iss1pp1-8
Rakhmawati, A., Rahardjo, K., & Prakasa, Y. (2023). Dampak Kondisi Sosial Ekonomi, Respon Kebijakan Pemerintah Dan Pengaruhnya Terhadap Keberlanjutan Ukm Dan Kinerja KeuanganNo Title. Jurnal Sekretaris Dan Administrasi Bisnis, 7(2). https://jurnal.asmtb.ac.id/index.php/jsab/article/view/352
Salim, M. A., Soliha, E., & Siswanto, A. B. (2020). EFFECT LOCATION, PRICE PERCEPTION OF SATISFACTION CUSTOMERS AND IMPACT ON REPURCHASE INTENTION. INTERNATIONAL JOURNAL OF CIVIL ENGINEERING AND TECHNOLOGY (IJCIET). https://doi.org/10.34218/ijciet.11.5.2020.015
Singgalen, Y. A. (2024). Hotel Customer Satisfaction: A Comprehensive Analysis of Perceived Cleanliness, Location, Service, and Value. Journal of Business and Economics Research (JBE), 5(3), 352–369.
Singh, S., Jasial, S. S., Misra, R., & Bansal, A. (2024). Online Retail Service Quality: What Matters Most for Customer Satisfaction? FIIB Business Review. https://doi.org/10.1177/23197145231151736
Sinollah. (2022). Pengaruh Kualitas Produk, Harga, dan Strategi Pemasaran Terhadap Kepuasan Pelanggan di Lumbung Stroberi Kota Batu. Jurnal Sketsa Bisnis, 08(02).
Soliha, E., Aquinia, A., Hayuningtias, K. A., & Ramadhan, K. R. (2021). The Influence of Experiential Marketing and Location on Customer Loyalty. Journal of Asian Finance, Economics and Business. https://doi.org/10.13106/jafeb.2021.vol8.no3.1327
Sunaryo, I. (2019). EFFECTS OF FOOD QUALITY, SERVICE QUALITY, PRICE, ENVIRONMENT, AND LOCATION TOWARDS CUSTOMER LOYALTY OF INDONESIA’S LOCAL FAST FOOD INDUSTRY. J@ti Undip : Jurnal Teknik Industri. https://doi.org/10.14710/jati.14.3.119-128
Sururi, A., & Sari, D. K. (2023). Service Quality, Price, and Customer Satisfaction Impact on Customer Loyalty: Evidence from a Furniture Retail Study. Academia Open. https://doi.org/10.21070/acopen.9.2024.5698
Talukder, A. K. (2018). CUSTOMER SATISFACTION - A CONCEPTUAL REVIEW. International Journal of Creative Research Thoughts, 6(1). https://www.ijcrt.org/papers/IJCRT1802540.pdf
Uzir, M. U. H., Al Halbusi, H., Thurasamy, R., Thiam Hock, R. L., Aljaberi, M. A., Hasan, N., & Hamid, M. (2021). The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country. Journal of Retailing and Consumer Services. https://doi.org/10.1016/j.jretconser.2021.102721
Widianto, E., & Dion Dewa Barata. (2023). Analisis Kepercayaan, Kepuasan Serta Loyalitas Pelanggan Pada Brand Sneaker internasional Ditinjau dari Brand Equity. SKETSA BISNIS. https://doi.org/10.35891/jsb.v10i1.3433
Zaenudin, Z., Kurniawan, A., & Darodjatun, M. A. . S. (2023). Trade Analysis of Factors Affecting Sales of Retail Sukuk Series SR009. SKETSA BISNIS. https://doi.org/10.35891/jsb.v10i1.3941
Zamnur, A. R., & Harjatno, S. (2023). Effect of Service Quality, Price, and Location on Customer Loyalty: A Pandemic-Era Barbershop Study. Academia Open. https://doi.org/10.21070/acopen.9.2024.5724
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2011). Services Marketing: Integrating Customer Focus Across the Firm, 6th Edition. The Service Industries Journal, 21(1), 241–249.
Zhang, J., Chen, W., Petrovsky, N., & Walker, R. M. (2022). The Expectancy-Disconfirmation Model and Citizen Satisfaction with Public Services: A Meta-analysis and an Agenda for Best Practice. Public Administration Review. https://doi.org/10.1111/puar.13368
