THE EFFECTS OF MODERN CONVENIENCE STORE ATTRIBUTES TO BUY TOWARDS CUSTOMER’S LOYALTY THE EFFECTS OF MODERN CONVENIENCE STORE ATTRIBUTES TO BUY TOWARDS CUSTOMER’S LOYALTY (CASE OF INDOMARET).
THE EFFECTS OF MODERN CONVENIENCE STORE ATTRIBUTES
TO BUY TOWARDS CUSTOMER’S LOYALTY
(CASE OF INDOMARET)
THESIS
Presented as a Partial Fulfillment of the Requirements for the Degree of
Sarjana Ekonomi (S1) in International Business and Management Program
Faculty of Economics Universitas Atma Jaya Yogyakarta
Compiled by:
Endah Hariyana
Student ID: 11 12 18853
FACULTY OF ECONOMICS
UNIVERSITAS ATMA JAYA YOGYAKARTA
2015
ACKNOWLEDGEMENT
Praise and thanks to Jesus
Jes
esuus Christ for
f r his
fo
hi blessings because He already let
the researcher finishe
finishes
hes the thesis with title “The Effect
Effects
ts of
o Modern Convenience
Store Attrib
Attributes
butes to Buy towards
towaard
rdss Customer’s
Cust
Cu
stom
omer’’s Loyalty (Cas
(Case
se of Indomaret)”,
towards
toward
ds the fulfillmen
fulfillment
ent ooff rrequirements
equirements for the Degree
D gr
De
gree
ee of
of Sarjana Ekon
Ekonomi
onomi (S1) in
International
In
nte
ternationa
nall Business
Bu
s and Management Program,
Progra
ram,
m Universitas
Uni
nive
vers
rsit
itas Atm
Atma
ma Jaya
Yogyakarta.
Yogy
yak
akar
arta
ta.
In pr
process of writing the Thesis, researcher got a lot of hhelps
elpss ffrom
rom many
ro
ny
ppeople
peop
eople eeither
ither in the form of guidance and advises. In this opportunity,
opportuni
nity, researcher
rese
re
sear
archer
want too give a great thanks to:
considered
1. Mrs. Mahestu N. Krisjanti as my great supervisor. I have consid
deredd her
her as
as
parentss as well
wel
elll because
beca
be
caus
u e of her I ccould
ould
d get
get a vvaluable
alua
al
uabl
blee lesson in both the
he
good
academic and moral lesson. I hhope
ope that I can continue to maintain a go
goo
od
relations
rela
lati
tion
onss with
with her
her until
unt
ntil
il whenever
whenever it be.
be. Thank
Tha
hank
nk yyou
ou ffor
or yyour
our gu
ou
gguidance
idan
id
ance
ce oover
ver
the
supervisor
t e semester.
th
seme
mest
ster
er. I fe
feel
el llucky
ucky
uc
ky to ha
have
ve a sup
per
ervi
viso
sorr like
ke you
you Maam -.
-.
2. My
thank
M super dad and mom, th
hank youu for your affection until
il I can finish this
thesis. I know that I coul
could
ld not get itt without your all supports. This is not
my end of journey, so thenn I will consider
co
onsider this as a line start of my journey
because I know that you two st
sstill
illl put a big dream on me. At least, I already
finish this step, hope I will be better on the next step and make you both
proud of me. There is nothing better than I have you guys as my parents!
v
3. My little brother and sister, big thanks for your silliness that you make,
that is why I feel comforted. Hopefully I can always share smiles and
laughs in any situations
ns with
with you twoo -.
4. That man who
and
who always made me amazed over an
nd over, I want to say a big
thanks
ks to you too because
becaus
use you
you always
alwa
al
ways
y there
the
h re for me from
m a a second I start
this
this thesis until
unnti
til the
the last second I finishh iit.
t. You
You ddid
id a tons off ffavors
avors to me
and
most
d th
thee mo
m
st important
imp
mpoortant thing is you never feel
fee annoyed
annoy
oyed
ed or
or even ccomplain
o plain
om
on me.
my
me. Thank
Thank you for being my best friend, my teacher,
teac
te
a her, m
y gu
guide, my
lovee and my everything! I adore you so Koko Martin PouA
PouAdrianto♥
uAdriaant
ntoo♥
5.
messy
5 Bella
Bella and Vena, my silly cousins. Thank you for always m
essyy wi
with
th the
room and make me more desperated whenever I did the thesis in that roo
room
om
k you for
for all
alll
we shared of. Whatever it was, you guys are amazing! Thank
your supportss and
will
and th
thee la
laughs. We wil
ll not
not sharing
shar
sh
arin
ingg the room anymore,
any
nymore, bu
butt
n sstupid
nd
tupid silly stories over and over. Thanks!
tu
Thaank
nks!
s!
we can always sharing love aand
6.
6.
IBMP 2011, thanks for the memories that we had. I thank a llot
ot tto
o ha
have
you all.
story
all
ll. I hhave
avee an unique st
av
stor
oryy fr
from
om each of yyou
ou aand
ndd iitt was iinteresting
ntere
rest
stin
ingg and
learn
le
some
so
me positive experiences
experi
riences fr
from you guys. I kknow
now we come
come from
different personalities, bu
but
ut then I realized
reaalized that I can learn something new
from each of you. Thank yo
yyou
u for yo
your supports and favors so I can finish
the thesis in time. Finally we
we finish
fin
nish our duty in this campus with a nice
closing.
someday
closing Let’s gather as one som
meday with the new stories and experiences
friends! -
7. Especially for my dear Stella and Debby, I do not have enough words to
give a thank for both of you. I was amazed to have such a great friends
like you girls! A strong
ng friendship
friendship
i
ddoes
do
es not
not have a daily conversation, does
not always stick
sti
tick together, but you guys in the heart,
hea
eart
r , never apart
8. For Da
Danu, Donny, Yehuda,
Yehud
u a, Yona,
Yon
ona,
a, Tasha,
Tasha
h , and Wina who
ho keep asking me
little
when I will finish
fini
fi
nissh the thesis. I am a li
litt
tle annoyed
ann
nnoy
oyed HAHAHAA!
HAHAH
HAA
A ! but also
motivated
will
mo
oti
tiva
vate
tedd with yyour
our words anyway! Then a dday
ay I rrealized
eali
ea
lize
zedd that I w
ill not
best
doing
silly
things
together
have bes
have
st friends like you anymore who always doin
ng sill
ly th
thin
ings
gs toget
ether
lucky
andd support me to finish the thesis soon. Thank you guys!
guyss! I lu
uck
ckyy to have
hav
ve
al of you all
9. For my favourite staff Mr. Adit, thank you for helping me in
in any
any
situations. I admit that he is the best staff in campus because hhee is a super
supeer
kind man who
ho always
alw
lway
ayss patiently
p tiently help
pa
lp the
the students
stu
tude
d nts doing the
th
he academic
academ
mic
activities. Big thanks Mr. Adit!
Adiit! You will always be the best staff
staaff iin
n
Program
campus even you are not working in International Progr
g am aanymore
nymo
ny
more
hohoohohh
hho
hoohhohh
hh ^o
^o^^
mention
10 All
10.
A l of my
Al
my friends
friiends who are ca
fr
ccannot
nnot m
ention one by on
onee in name.
e. I thank you
all because give a supportt to me to do the best for thesis. Thank you all.
11. Dear respondents, thankk you forr your participate for answering my
questionnaire. I have been ddone
one this thesis with the great help from you
all. Thanks!
all
Endah Hariyana
DEDICATION
MY
TO M
Y JESUS
JESUS
S CHRIST
CHRIST
MOM
AND
TO MY M
OM A
ND DAD
DAD
(RIYANTO
AND
NANA
(R
RIYA
ANTO AN
ND N
ANA SUDJANA)
SUD
DJAN
NA)
TO
MY
T
OM
Y LITTLE BROTHER AND SISTER
SIST
TER
R
((DAVID
DAV
VID SANTOSO AND MELLY ANGGREINI)
ANGGRE
EINII)
TO
O ALL OF MY FRIENDS WHO SUPPORT ME
ME
CAN
DO
THIS
WITHOUT
YOU
ALL
^^
IC
AN NOT
NOT D
OT
H IS W
ITH
HOUT
TY
OU A
LL ^
^
vi
M y chances are
j ust as good as yours!
- M ike WazowskiM onsters U niversity( 2013 )
vii
TABLE OF CONTENTS
TITLE PAGE ............................................................................................
................................................................................................. i
APPROVAL PAG
GE ..........................................................
. ........................ ii
PAGE
..................................................................................
COMMITTE
TEE’S APPROVAL
L PAGE
PAG
AGE
E .....................................................
......................................................... iii
COMMITTEE’S
STAT
TEMENT OF THESIS
THE
HESI
S S AUTHENTICITY
AUTHENTICIITY .....................................
....................................... iv
STATEMENT
AC
ACKNOW
WLE
LEDG
DGEMEN
ENT ........................................
.......................................... v
ACKNOWLEDGEMENT
........................................................................
DEDI
DICA
CATI
T ON
N ...........................................................................................
..................................................................................................... vi
DEDICATION
MO
MOTT
TTO .....................................................................................................
............................................................................................................ vvii
ii
MOTTO
TA
TABL
B E OF CONTENTS..........................................................................
........................................................................... vviii
iiii
ii
TABLE
LIST OF
OF TABLES ....................................................................................
..................................................................................... ix
LIST OF APPENDIX ............................................................................... x
ABSTRACT
ABST
STRA
R CT ...............................................................................................
............................................................................................................. xi
CHAPTER
CH
C
APTER I: INTRODUCTION
N ..............................................................
.............................................................. 1
Background
1.11 Ba
Back
ckgr
grou
ound
nd..............................................................................
.....................................
..................................................... 1
1.2
Research
Problem
...................................................................
11.
2 Rese
sear
arch
ch Pr
rob
oble
lem
m ..........
....................................................................... 4
1.33 Research
Research Objectives ..................................................................
................................................................ 4
....................................................................
1.4 Research Benefits ....
.................................................................. 5
1.5 Systematic of Writingg .............................................................
.............................................................. 6
CHAPTER II: LITERATURE REVIEW
REV
EVIE
IEW............................................... 8
2.1 Convenience Store and Retail Industry ............................... 8
2.2 Adolescent’s Perception on Modern Convenience Store .... 14
2.3 Customer Loyalty ................................................................... 16
viii
2.4 Research Hypotheses............................................................... 19
CHAPTER 3: RESEARCH METHODOLOGY ................................... 20
3.1 Type of Research
h ..........................
....................................................................
............................................ 20
3.2 Method
Methods
ds of Data Collection ...................................................
.................................................... 20
3.2
3.
3.2.1
2.1
Questionnair
Questionnaires
ires
es ............................................................
........................................................................ 20
3.2.2
Lite
Li
t ra
r tu
ture Survey ....................
........................................ 21
Literature
.......................................................
3.33 Po
Popu
pulation
n and
and Sample ..........................................................
.................................................................... 221
1
Population
3.3.11 Population ...................................................................
............................................................................ 21
33.3.2
.3.2
Sample .........................................................................
............................................................................... 222
2
33.4
.4 Measurement Scale of Variable .....................................
........ 22
............................................
3.5 Data Collection Method .....................................................
..... 23
.........................................................
3.6 Measuring Instrument ........................................................... 24
Validity
3.6.1 Va
Vali
lidi
dity
ty Test
Tes
est ................................................................
......................................................................... 24
3.6.2
Reliability Testt ............................................................
................................................................. 24
............................................................
3.7 Data Analysis Method .......................................................
........ 25
33.7.1
.77.11
Descriptive
Analysis
De
Desc
scri
riptive An
Anal
alys
ysis
is ...................................................
.......................................................... 25
3.7.2
3.7.
.2
Factor
Analysis
F
actor Analysi
sis ...........................................................
.................................................................. 25
3.7.3
Analysis
Multiple Regression
Reg
gression An
nalysis .................................... 26
3.7.4
Independent Sample
Sample T-test
T-test ........................................ 26
3.8 Data Analysis Technique
Techniqu
que .......................................................
........................................................ 26
CHAPTER 4: DATA ANALYSIS ........................................................... 29
4.1 Characteristics of the Respondents ...................................... 29
4.2 Validity and Reliability Analysis .......................................... 31
4.2.1
Validity Test ................................................................ 31
4.2.2
Reliability Test ............................................................ 33
4.3 Data Analysis Re
Result
esu
sult
lt
.......................................................
......................................................... 34
4.3.1
Factor Analysis ..........................................................
Fa
........................................................... 33
4.3.2
4.3
4.
3.2
Multiple Regressions
Reg
egreesssio
ions
ns ......
..................................................
................................................... 35
4.3.3
In
nde
depe
pend
n ent Sample t-Test........................................
t-Testt ........................................... 37
Independent
4.44 Di
Disc
scu
ussion and
and Analysis Result .............................................
...................................................... 43
Discussion
CHAP
APTE
TER
R 5: C
ONCLUSION ..............................................................
....................................................................... 47
CHAPTER
CONCLUSION
5.11 C
onclusions .............................................................................
................................................................................... 447
7
Conclusions
55.2
.2 Managerial Implications ................................................
........ 449
9
.......................................................
5.3 Limitations and Further Research ...................................
..... 50
.......................................
REFERENCES
REFE
ERENCES ........................................................................................ 51
APPENDIX
...............................................................................................
APPE
PEN
NDIX ............
................................................................................................... 55
LIST OF TABLES
Dat
ataa Based on Gender
Gen
ender ................................. 28
Table 4.0 Respondent Data
Resp
spoondent Data Based on Age .......................................
........................................ 29
Table 4.1 Respondent
4.2 Respondents Data
Daata
t Based
Bas
a ed on
on Frequency
Frreq
e uency
Table 4.2
isitt Indomaret
is
Ind
n omaret ...........................................................
................................................................ 30
to V
Visit
4.3 Validity
Va ty Test
Test Result...........................................................
Result.................................................................... 31
Tablee 4.3
Tabl
Ta
blee 4.4
4.4 Reliability
Re
............................ 33
Table
Test Result ....................................
.......................................................
Table 4.5
4.5 Factor Analysis - Rotated Component Matrix
Table
Result................................................................................. 34
Result................................................................................
Taable 4.6 Multiple Regression – Model Summary Result..........
..... 36
Table
Result..............
Table 4.7 Multiple Regression – Significance Detail....................... 36
Table
4.8 Differentiation
Ta
Differren
enti
tiat
atio
ion
n of
o Attributes fr
from
om IIndomaret
ndom
nd
o aret
based on Gender..............................................................
Gender.................................................................. 38
Table
Tabl
Ta
b e 4.9 Independent Sample t-Test – Means based
on Gender
Gen
ende
der (Attributes)
(Atttri
ribu
bute
tes)
s) ...................................................
......................................................... 39
39
Table
Purchasing
Ta
Tabl
b e 4.100 Differentiation
Diffferentiation of Purcha
Di
asing Products an
and
d Usingg
from
Indomaret
the Services fr
rom Indomar
a et based on Gender ......... 40
Table 4.11 Independent Sample
Sam
mple t-Test
t-Teest - Means based
on Gender (Products
(Produ
ducts aand
nd Services)............................. 41
Table 4.12 Differentiation of Perceiving
Perrceiving the Customer’s
Loyalty from Indomaret based on Gender ................. 42
ix
Table 4.13 Independent Sample t-Test – Means based
on Gender (Customer’s Loyalty) ................................. 43
LIST OF APPENDIX
Questtio
ion
nnaire .......................................................
.......................................................... 56
Appendix 1.1 English Questionnaire
Indon
onesian Questionnaire .................................................
................................................... 62
Appendix 1.2 Indonesian
1.3 Respondent Profile
Prof
ofilee Data
D ta ...................................................
Da
........................................................... 68
Appendix 1.3
Append
ndix 1.4 Respondent
Respoond
nden
entt Questionnaire Responses
Resp
pon
onse
sess .............................
.............................. 72
Appendix
Ap
x 1.5
1.5 S
P S Output
PS
Outp
Ou
tput of Validity and Reliability
Relia
abi
bili
l ty Test
Tes
estt .................
....................... 83
Appendix
SPSS
1.5.1
Validity
1.
Validity Test for Attributes of Indomaret .........................
............................... 83
1.5.2
1.5.
5.2 Validity Test for Customer’s Loyalty ................................
.................................. 85
11.5.3
.5.3 Reliability Test for Attributes of Indomaret .....................
...................... 86
86
1.5.4 Reliability Test for Customer’s Loyalty ........................
..... 86
............................
Appendix
Ap
ppe
pen
ndix 1.6 SPSS Output of Factor Analysis ......................................
......................................... 887
7
Appendix 1.7 SPSS Output off Multiple
Mult
Mu
l iplee Regressions
Regressions for
Attributes Towards Customer’s Loyalty.......................... 993
3
Appendix
SPSS
Independent
Ap
Appe
pend
ndix
ix 11.8
.8 S
PSS
PS
S Output
Outp
Ou
tput
ut ooff In
Inde
depe
p nd
nden
entt Sample
Samp
Sa
mple
le t-Test
t-T
-Tes
estt ...................
........................ 94
Attributes
Indomaret
11.8.1
.8.
8.11 At
Attr
trib
but
utes of Indo
oma
m ret based
baseed on Gender
Gende
derr .........................
................................ 994
4
Indomaret
1.8.2 Product and Services
Servicces of Indo
omaret .................................... 97
..............................................................
1.8.3 Customer’s Loyaltyy ...............
................................................ 101
x
THE EFFECTS OF MODERN CONVENIENCE STORE ATTRIBUTES
TO BUY TOWARDS CUSTOMER’S LOYALTY
(CASE
(C
CAS
ASE
E OF IND
INDOMARET)
DOM
OMARET)
Compiled by:
Endah Hariyana
Student ID: 111218853
Supervisor
Supe
pervisor
W.
Krisjanti,
W. Mahestu N. K
risj
ri
sjan
anti, SE., M.Sc.IB.,
M.Sc..IB
IB., Ph.D.
D.
ABSTRACT
This
purchasing
Th
Thi
is research
researcch examines
exam
ex
amines tthe
he ddifference
iffe
if
fere
renc
nce when ccustomer
usto
us
tomer purch
hasing
ng pproducts
rodducts
ro
orr uusing
sing
si
ng services
ser
ervi
vice
cess inn modern
moderrn convenience
convven
eniencee store based
b seed on gender
ba
gen
ende
derr (case
(c
of
Indomaret).
relation
between
attributes
Indomaret
Indoma
mare
ret).
) It also
als
lsoo reveals the re
ela
lation bet
etw
ween the attri
ibu
bute
tes of Ind
ndom
omaret itself
Nowadays,
with the customer’s loyalty. Now
wadays, modern
mod
o ern convenience stores have become
adolescents
a part of the societies especially
y among ado
olescents when they need daily goods
questionnaire
but then their time is limited. Then,
Th
hen, a questi
tionnaire was distributed to investigate
towards
cutomer’s
modern convenience attributes to
owards cu
utomer’s loyalty and the difference of
convenience
customer perception about modernn conven
nience store based on gender.
From this study, there are some
soome
m conclusions
conclusions after data analysis. First, there
that
is a sub variable of atttributes tha
at positively affect the customer’s loyalty.
Second, the difference of gender will affect
Second
a fect the customer perception about modern
af
convenience stores.
Keyword: Modern Convenience Store, Customer’s Loyalty, Gender Differences,
Products and Services, Store Attributes, Adolescents Perception.
xi
TO BUY TOWARDS CUSTOMER’S LOYALTY
(CASE OF INDOMARET)
THESIS
Presented as a Partial Fulfillment of the Requirements for the Degree of
Sarjana Ekonomi (S1) in International Business and Management Program
Faculty of Economics Universitas Atma Jaya Yogyakarta
Compiled by:
Endah Hariyana
Student ID: 11 12 18853
FACULTY OF ECONOMICS
UNIVERSITAS ATMA JAYA YOGYAKARTA
2015
ACKNOWLEDGEMENT
Praise and thanks to Jesus
Jes
esuus Christ for
f r his
fo
hi blessings because He already let
the researcher finishe
finishes
hes the thesis with title “The Effect
Effects
ts of
o Modern Convenience
Store Attrib
Attributes
butes to Buy towards
towaard
rdss Customer’s
Cust
Cu
stom
omer’’s Loyalty (Cas
(Case
se of Indomaret)”,
towards
toward
ds the fulfillmen
fulfillment
ent ooff rrequirements
equirements for the Degree
D gr
De
gree
ee of
of Sarjana Ekon
Ekonomi
onomi (S1) in
International
In
nte
ternationa
nall Business
Bu
s and Management Program,
Progra
ram,
m Universitas
Uni
nive
vers
rsit
itas Atm
Atma
ma Jaya
Yogyakarta.
Yogy
yak
akar
arta
ta.
In pr
process of writing the Thesis, researcher got a lot of hhelps
elpss ffrom
rom many
ro
ny
ppeople
peop
eople eeither
ither in the form of guidance and advises. In this opportunity,
opportuni
nity, researcher
rese
re
sear
archer
want too give a great thanks to:
considered
1. Mrs. Mahestu N. Krisjanti as my great supervisor. I have consid
deredd her
her as
as
parentss as well
wel
elll because
beca
be
caus
u e of her I ccould
ould
d get
get a vvaluable
alua
al
uabl
blee lesson in both the
he
good
academic and moral lesson. I hhope
ope that I can continue to maintain a go
goo
od
relations
rela
lati
tion
onss with
with her
her until
unt
ntil
il whenever
whenever it be.
be. Thank
Tha
hank
nk yyou
ou ffor
or yyour
our gu
ou
gguidance
idan
id
ance
ce oover
ver
the
supervisor
t e semester.
th
seme
mest
ster
er. I fe
feel
el llucky
ucky
uc
ky to ha
have
ve a sup
per
ervi
viso
sorr like
ke you
you Maam -.
-.
2. My
thank
M super dad and mom, th
hank youu for your affection until
il I can finish this
thesis. I know that I coul
could
ld not get itt without your all supports. This is not
my end of journey, so thenn I will consider
co
onsider this as a line start of my journey
because I know that you two st
sstill
illl put a big dream on me. At least, I already
finish this step, hope I will be better on the next step and make you both
proud of me. There is nothing better than I have you guys as my parents!
v
3. My little brother and sister, big thanks for your silliness that you make,
that is why I feel comforted. Hopefully I can always share smiles and
laughs in any situations
ns with
with you twoo -.
4. That man who
and
who always made me amazed over an
nd over, I want to say a big
thanks
ks to you too because
becaus
use you
you always
alwa
al
ways
y there
the
h re for me from
m a a second I start
this
this thesis until
unnti
til the
the last second I finishh iit.
t. You
You ddid
id a tons off ffavors
avors to me
and
most
d th
thee mo
m
st important
imp
mpoortant thing is you never feel
fee annoyed
annoy
oyed
ed or
or even ccomplain
o plain
om
on me.
my
me. Thank
Thank you for being my best friend, my teacher,
teac
te
a her, m
y gu
guide, my
lovee and my everything! I adore you so Koko Martin PouA
PouAdrianto♥
uAdriaant
ntoo♥
5.
messy
5 Bella
Bella and Vena, my silly cousins. Thank you for always m
essyy wi
with
th the
room and make me more desperated whenever I did the thesis in that roo
room
om
k you for
for all
alll
we shared of. Whatever it was, you guys are amazing! Thank
your supportss and
will
and th
thee la
laughs. We wil
ll not
not sharing
shar
sh
arin
ingg the room anymore,
any
nymore, bu
butt
n sstupid
nd
tupid silly stories over and over. Thanks!
tu
Thaank
nks!
s!
we can always sharing love aand
6.
6.
IBMP 2011, thanks for the memories that we had. I thank a llot
ot tto
o ha
have
you all.
story
all
ll. I hhave
avee an unique st
av
stor
oryy fr
from
om each of yyou
ou aand
ndd iitt was iinteresting
ntere
rest
stin
ingg and
learn
le
some
so
me positive experiences
experi
riences fr
from you guys. I kknow
now we come
come from
different personalities, bu
but
ut then I realized
reaalized that I can learn something new
from each of you. Thank yo
yyou
u for yo
your supports and favors so I can finish
the thesis in time. Finally we
we finish
fin
nish our duty in this campus with a nice
closing.
someday
closing Let’s gather as one som
meday with the new stories and experiences
friends! -
7. Especially for my dear Stella and Debby, I do not have enough words to
give a thank for both of you. I was amazed to have such a great friends
like you girls! A strong
ng friendship
friendship
i
ddoes
do
es not
not have a daily conversation, does
not always stick
sti
tick together, but you guys in the heart,
hea
eart
r , never apart
8. For Da
Danu, Donny, Yehuda,
Yehud
u a, Yona,
Yon
ona,
a, Tasha,
Tasha
h , and Wina who
ho keep asking me
little
when I will finish
fini
fi
nissh the thesis. I am a li
litt
tle annoyed
ann
nnoy
oyed HAHAHAA!
HAHAH
HAA
A ! but also
motivated
will
mo
oti
tiva
vate
tedd with yyour
our words anyway! Then a dday
ay I rrealized
eali
ea
lize
zedd that I w
ill not
best
doing
silly
things
together
have bes
have
st friends like you anymore who always doin
ng sill
ly th
thin
ings
gs toget
ether
lucky
andd support me to finish the thesis soon. Thank you guys!
guyss! I lu
uck
ckyy to have
hav
ve
al of you all
9. For my favourite staff Mr. Adit, thank you for helping me in
in any
any
situations. I admit that he is the best staff in campus because hhee is a super
supeer
kind man who
ho always
alw
lway
ayss patiently
p tiently help
pa
lp the
the students
stu
tude
d nts doing the
th
he academic
academ
mic
activities. Big thanks Mr. Adit!
Adiit! You will always be the best staff
staaff iin
n
Program
campus even you are not working in International Progr
g am aanymore
nymo
ny
more
hohoohohh
hho
hoohhohh
hh ^o
^o^^
mention
10 All
10.
A l of my
Al
my friends
friiends who are ca
fr
ccannot
nnot m
ention one by on
onee in name.
e. I thank you
all because give a supportt to me to do the best for thesis. Thank you all.
11. Dear respondents, thankk you forr your participate for answering my
questionnaire. I have been ddone
one this thesis with the great help from you
all. Thanks!
all
Endah Hariyana
DEDICATION
MY
TO M
Y JESUS
JESUS
S CHRIST
CHRIST
MOM
AND
TO MY M
OM A
ND DAD
DAD
(RIYANTO
AND
NANA
(R
RIYA
ANTO AN
ND N
ANA SUDJANA)
SUD
DJAN
NA)
TO
MY
T
OM
Y LITTLE BROTHER AND SISTER
SIST
TER
R
((DAVID
DAV
VID SANTOSO AND MELLY ANGGREINI)
ANGGRE
EINII)
TO
O ALL OF MY FRIENDS WHO SUPPORT ME
ME
CAN
DO
THIS
WITHOUT
YOU
ALL
^^
IC
AN NOT
NOT D
OT
H IS W
ITH
HOUT
TY
OU A
LL ^
^
vi
M y chances are
j ust as good as yours!
- M ike WazowskiM onsters U niversity( 2013 )
vii
TABLE OF CONTENTS
TITLE PAGE ............................................................................................
................................................................................................. i
APPROVAL PAG
GE ..........................................................
. ........................ ii
PAGE
..................................................................................
COMMITTE
TEE’S APPROVAL
L PAGE
PAG
AGE
E .....................................................
......................................................... iii
COMMITTEE’S
STAT
TEMENT OF THESIS
THE
HESI
S S AUTHENTICITY
AUTHENTICIITY .....................................
....................................... iv
STATEMENT
AC
ACKNOW
WLE
LEDG
DGEMEN
ENT ........................................
.......................................... v
ACKNOWLEDGEMENT
........................................................................
DEDI
DICA
CATI
T ON
N ...........................................................................................
..................................................................................................... vi
DEDICATION
MO
MOTT
TTO .....................................................................................................
............................................................................................................ vvii
ii
MOTTO
TA
TABL
B E OF CONTENTS..........................................................................
........................................................................... vviii
iiii
ii
TABLE
LIST OF
OF TABLES ....................................................................................
..................................................................................... ix
LIST OF APPENDIX ............................................................................... x
ABSTRACT
ABST
STRA
R CT ...............................................................................................
............................................................................................................. xi
CHAPTER
CH
C
APTER I: INTRODUCTION
N ..............................................................
.............................................................. 1
Background
1.11 Ba
Back
ckgr
grou
ound
nd..............................................................................
.....................................
..................................................... 1
1.2
Research
Problem
...................................................................
11.
2 Rese
sear
arch
ch Pr
rob
oble
lem
m ..........
....................................................................... 4
1.33 Research
Research Objectives ..................................................................
................................................................ 4
....................................................................
1.4 Research Benefits ....
.................................................................. 5
1.5 Systematic of Writingg .............................................................
.............................................................. 6
CHAPTER II: LITERATURE REVIEW
REV
EVIE
IEW............................................... 8
2.1 Convenience Store and Retail Industry ............................... 8
2.2 Adolescent’s Perception on Modern Convenience Store .... 14
2.3 Customer Loyalty ................................................................... 16
viii
2.4 Research Hypotheses............................................................... 19
CHAPTER 3: RESEARCH METHODOLOGY ................................... 20
3.1 Type of Research
h ..........................
....................................................................
............................................ 20
3.2 Method
Methods
ds of Data Collection ...................................................
.................................................... 20
3.2
3.
3.2.1
2.1
Questionnair
Questionnaires
ires
es ............................................................
........................................................................ 20
3.2.2
Lite
Li
t ra
r tu
ture Survey ....................
........................................ 21
Literature
.......................................................
3.33 Po
Popu
pulation
n and
and Sample ..........................................................
.................................................................... 221
1
Population
3.3.11 Population ...................................................................
............................................................................ 21
33.3.2
.3.2
Sample .........................................................................
............................................................................... 222
2
33.4
.4 Measurement Scale of Variable .....................................
........ 22
............................................
3.5 Data Collection Method .....................................................
..... 23
.........................................................
3.6 Measuring Instrument ........................................................... 24
Validity
3.6.1 Va
Vali
lidi
dity
ty Test
Tes
est ................................................................
......................................................................... 24
3.6.2
Reliability Testt ............................................................
................................................................. 24
............................................................
3.7 Data Analysis Method .......................................................
........ 25
33.7.1
.77.11
Descriptive
Analysis
De
Desc
scri
riptive An
Anal
alys
ysis
is ...................................................
.......................................................... 25
3.7.2
3.7.
.2
Factor
Analysis
F
actor Analysi
sis ...........................................................
.................................................................. 25
3.7.3
Analysis
Multiple Regression
Reg
gression An
nalysis .................................... 26
3.7.4
Independent Sample
Sample T-test
T-test ........................................ 26
3.8 Data Analysis Technique
Techniqu
que .......................................................
........................................................ 26
CHAPTER 4: DATA ANALYSIS ........................................................... 29
4.1 Characteristics of the Respondents ...................................... 29
4.2 Validity and Reliability Analysis .......................................... 31
4.2.1
Validity Test ................................................................ 31
4.2.2
Reliability Test ............................................................ 33
4.3 Data Analysis Re
Result
esu
sult
lt
.......................................................
......................................................... 34
4.3.1
Factor Analysis ..........................................................
Fa
........................................................... 33
4.3.2
4.3
4.
3.2
Multiple Regressions
Reg
egreesssio
ions
ns ......
..................................................
................................................... 35
4.3.3
In
nde
depe
pend
n ent Sample t-Test........................................
t-Testt ........................................... 37
Independent
4.44 Di
Disc
scu
ussion and
and Analysis Result .............................................
...................................................... 43
Discussion
CHAP
APTE
TER
R 5: C
ONCLUSION ..............................................................
....................................................................... 47
CHAPTER
CONCLUSION
5.11 C
onclusions .............................................................................
................................................................................... 447
7
Conclusions
55.2
.2 Managerial Implications ................................................
........ 449
9
.......................................................
5.3 Limitations and Further Research ...................................
..... 50
.......................................
REFERENCES
REFE
ERENCES ........................................................................................ 51
APPENDIX
...............................................................................................
APPE
PEN
NDIX ............
................................................................................................... 55
LIST OF TABLES
Dat
ataa Based on Gender
Gen
ender ................................. 28
Table 4.0 Respondent Data
Resp
spoondent Data Based on Age .......................................
........................................ 29
Table 4.1 Respondent
4.2 Respondents Data
Daata
t Based
Bas
a ed on
on Frequency
Frreq
e uency
Table 4.2
isitt Indomaret
is
Ind
n omaret ...........................................................
................................................................ 30
to V
Visit
4.3 Validity
Va ty Test
Test Result...........................................................
Result.................................................................... 31
Tablee 4.3
Tabl
Ta
blee 4.4
4.4 Reliability
Re
............................ 33
Table
Test Result ....................................
.......................................................
Table 4.5
4.5 Factor Analysis - Rotated Component Matrix
Table
Result................................................................................. 34
Result................................................................................
Taable 4.6 Multiple Regression – Model Summary Result..........
..... 36
Table
Result..............
Table 4.7 Multiple Regression – Significance Detail....................... 36
Table
4.8 Differentiation
Ta
Differren
enti
tiat
atio
ion
n of
o Attributes fr
from
om IIndomaret
ndom
nd
o aret
based on Gender..............................................................
Gender.................................................................. 38
Table
Tabl
Ta
b e 4.9 Independent Sample t-Test – Means based
on Gender
Gen
ende
der (Attributes)
(Atttri
ribu
bute
tes)
s) ...................................................
......................................................... 39
39
Table
Purchasing
Ta
Tabl
b e 4.100 Differentiation
Diffferentiation of Purcha
Di
asing Products an
and
d Usingg
from
Indomaret
the Services fr
rom Indomar
a et based on Gender ......... 40
Table 4.11 Independent Sample
Sam
mple t-Test
t-Teest - Means based
on Gender (Products
(Produ
ducts aand
nd Services)............................. 41
Table 4.12 Differentiation of Perceiving
Perrceiving the Customer’s
Loyalty from Indomaret based on Gender ................. 42
ix
Table 4.13 Independent Sample t-Test – Means based
on Gender (Customer’s Loyalty) ................................. 43
LIST OF APPENDIX
Questtio
ion
nnaire .......................................................
.......................................................... 56
Appendix 1.1 English Questionnaire
Indon
onesian Questionnaire .................................................
................................................... 62
Appendix 1.2 Indonesian
1.3 Respondent Profile
Prof
ofilee Data
D ta ...................................................
Da
........................................................... 68
Appendix 1.3
Append
ndix 1.4 Respondent
Respoond
nden
entt Questionnaire Responses
Resp
pon
onse
sess .............................
.............................. 72
Appendix
Ap
x 1.5
1.5 S
P S Output
PS
Outp
Ou
tput of Validity and Reliability
Relia
abi
bili
l ty Test
Tes
estt .................
....................... 83
Appendix
SPSS
1.5.1
Validity
1.
Validity Test for Attributes of Indomaret .........................
............................... 83
1.5.2
1.5.
5.2 Validity Test for Customer’s Loyalty ................................
.................................. 85
11.5.3
.5.3 Reliability Test for Attributes of Indomaret .....................
...................... 86
86
1.5.4 Reliability Test for Customer’s Loyalty ........................
..... 86
............................
Appendix
Ap
ppe
pen
ndix 1.6 SPSS Output of Factor Analysis ......................................
......................................... 887
7
Appendix 1.7 SPSS Output off Multiple
Mult
Mu
l iplee Regressions
Regressions for
Attributes Towards Customer’s Loyalty.......................... 993
3
Appendix
SPSS
Independent
Ap
Appe
pend
ndix
ix 11.8
.8 S
PSS
PS
S Output
Outp
Ou
tput
ut ooff In
Inde
depe
p nd
nden
entt Sample
Samp
Sa
mple
le t-Test
t-T
-Tes
estt ...................
........................ 94
Attributes
Indomaret
11.8.1
.8.
8.11 At
Attr
trib
but
utes of Indo
oma
m ret based
baseed on Gender
Gende
derr .........................
................................ 994
4
Indomaret
1.8.2 Product and Services
Servicces of Indo
omaret .................................... 97
..............................................................
1.8.3 Customer’s Loyaltyy ...............
................................................ 101
x
THE EFFECTS OF MODERN CONVENIENCE STORE ATTRIBUTES
TO BUY TOWARDS CUSTOMER’S LOYALTY
(CASE
(C
CAS
ASE
E OF IND
INDOMARET)
DOM
OMARET)
Compiled by:
Endah Hariyana
Student ID: 111218853
Supervisor
Supe
pervisor
W.
Krisjanti,
W. Mahestu N. K
risj
ri
sjan
anti, SE., M.Sc.IB.,
M.Sc..IB
IB., Ph.D.
D.
ABSTRACT
This
purchasing
Th
Thi
is research
researcch examines
exam
ex
amines tthe
he ddifference
iffe
if
fere
renc
nce when ccustomer
usto
us
tomer purch
hasing
ng pproducts
rodducts
ro
orr uusing
sing
si
ng services
ser
ervi
vice
cess inn modern
moderrn convenience
convven
eniencee store based
b seed on gender
ba
gen
ende
derr (case
(c
of
Indomaret).
relation
between
attributes
Indomaret
Indoma
mare
ret).
) It also
als
lsoo reveals the re
ela
lation bet
etw
ween the attri
ibu
bute
tes of Ind
ndom
omaret itself
Nowadays,
with the customer’s loyalty. Now
wadays, modern
mod
o ern convenience stores have become
adolescents
a part of the societies especially
y among ado
olescents when they need daily goods
questionnaire
but then their time is limited. Then,
Th
hen, a questi
tionnaire was distributed to investigate
towards
cutomer’s
modern convenience attributes to
owards cu
utomer’s loyalty and the difference of
convenience
customer perception about modernn conven
nience store based on gender.
From this study, there are some
soome
m conclusions
conclusions after data analysis. First, there
that
is a sub variable of atttributes tha
at positively affect the customer’s loyalty.
Second, the difference of gender will affect
Second
a fect the customer perception about modern
af
convenience stores.
Keyword: Modern Convenience Store, Customer’s Loyalty, Gender Differences,
Products and Services, Store Attributes, Adolescents Perception.
xi