Effectiveness of Sharia Services and Buying Experience in Retail MSMEs Consumer Loyalty

Authors

  • Feti Fatimah Department of Management, Faculty of Economy and Business, Universitas Muhammadiyah Jember
  • Haris Hermawan Department of Management, Faculty of Economy and Business, Universitas Muhammadiyah Jember

DOI:

https://doi.org/10.54471/iqtishoduna.v12i2.2012

Keywords:

sharia services, buying experience, consumer loyalty

Abstract

This research is intended to determine the role of sharia services and buying experience on Consumer Loyalty in Retail MSMEs. This research was conducted qualitatively based on descriptive. The data collection process uses interview techniques to collect information about the role of sharia services and buying experience on retail MSME consumer loyalty. The object of research is Retail SMEs in Jember Regency. The results of the interviews were analyzed descriptively according to the facts and perspectives of researchers related to the problem of consumer loyalty. The output of this research is the role model of sharia services based on buying experience to foster consumer loyalty of Retail MSMEs. The results of the research conclude that to grow consumer loyalty, one must pay attention to sharia services that are in accordance with the needs and desires of the intended consumers, namely sharia services and buying experience because an impressive shopping experience will make consumers want to shop again at the Retail MSMEs. Sharia services based on buying experience on consumer loyalty is a new concept in marketing management research and provides a better explanation of consumer behavior. The results of this study are taken into consideration for Retail MSMEs, where the impact of the Covid-19 pandemic requires innovation in providing services, including sharia services and buying experience.

Downloads

Download data is not yet available.

References

Bakewell, C. and Mitchell, V. W. (2004). Male consumer decision-making styles. International Review of Retail, Distribution and Consumer Research, 14(2), 223.

Berman, Barry & Evans, J. R. (2007). Retail Management (10th ed.). United Stated of Amerika: Pearson Prentice Hall.

Dabholkar, P. A., Thorpe, D. I., & Rentz, J. O. (1996). A Measure of Service Quality for Retail Stores: Scale Development and Validation. Journal of the Academy of Marketing Science, 24, 3-16. https://doi.org/10.1007/BF02893933

Dandis, A. O., Wright, L. T., Wallace-Williams, D. M., Mukattash, I., Al Haj Eid, M., & Cai, H. (2021). Enhancing consumers’ self-reported loyalty intentions in Islamic Banks: The relationship between service quality and the mediating role of customer satisfaction. Cogent Business and Management, 8(1), 1–26. https://doi.org/10.1080/23311975.2021.1892256

Didarul Alam, M. M. (2020). The Effect of Service Quality on Customer Loyalty of Generation Y – An Empirical Investigation on Superstores in Bangladesh. Malaysian Management Journal, 22(December), 153–174. https://doi.org/10.32890/mmj.22.2018.9677

Gilbert, D. (2003). Retail Marketing Management, 2nd edition. Prentice Hall, New Jersey.

Gopalan, R., Sreekumar, & Satpathy, B. (2015). Evaluation of retail service quality – A fuzzy AHP approach. Benchmarking, 22(6), 1058–1080. https://doi.org/10.1108/BIJ-05-2013-0052

Griffin, J. (2005). Customer loyalty: Menumbuhkan dan mempertahankan kesetiaan pelanggan. Jakarta: Erlangga.

Kurniawan Yunus Ariyono, Sukma Irdiana, & Kusnanto Darmawan. (2022). Effect of Online Buying Experience on Customer Loyalty. International Journal of Social Science, 1(5), 549–552. https://doi.org/10.53625/ijss.v1i5.1293

Mehta, S.C. A. K. Lalwani, and S. L. H. (2000). Service Quality in Retailing: Relative Efficiency of Alternative Measurement Scale for Different Product - Service Environments. International Journal of Retail & Distribution Management, 28(2), pp.

Meng, J., Summey, J.H., Herndon, N.C. and Kwong, K. K. (2009). Some retail service quality expectations of Chinese shoppers. International Journal of Market Research, Vol. 51 No.

Schumper, J. A. (1934). The Theory of Economic Development (1st ed.). Cambridge, Harvard University Press.

Tlapana, T. (2021). the Impact of Store Layout on Consumer Buying Behaviour: a Case of Convenience Stores From a Selected Township in Kwazulu Natal. International Review of Management and Marketing, 11(5), 1–6. https://doi.org/10.32479/irmm.11583

Yavas, U., & Babakus, E. (2009). Retail store loyalty: A comparison of two customer segments. International Journal of Retail & Distribution Management, 37(6), 477–492. https://doi.org/10.1108/09590550910956223

Downloads

Published

2023-10-01

How to Cite

Fatimah, Feti, and Haris Hermawan. “Effectiveness of Sharia Services and Buying Experience in Retail MSMEs Consumer Loyalty”. IQTISHODUNA: Jurnal Ekonomi Islam 12, no. 2 (October 1, 2023): 487–496. Accessed July 13, 2024. https://ejournal.iaisyarifuddin.ac.id/index.php/iqtishoduna/article/view/2012.

Issue

Section

Artikel