The Influence of Product Diversity, Store Atmosphere, and Service Quality on Customer Satisfaction at Sports Station Galaxy Mall Surabaya
Abstract
The rapid development of the retail business in Indonesia is closely linked to shifts in consumer shopping behavior. One of the retail brands actively competing in this dynamic environment is Sports Station, which specializes in the sale of various sports-related products. This study aims to examine the influence of product diversity, store atmosphere, and service quality on customer satisfaction at Sports Station Galaxy Mall Surabaya. This research adopts a quantitative approach with an associative research design. Data were collected through the distribution of questionnaires to selected respondents, and statistical processing was conducted using SPSS version 18. The primary analytical method employed in this study is multiple linear regression analysis. The results of the study reveal that product diversity, store atmosphere, and service quality have a simultaneous and statistically significant influence on customer satisfaction. Furthermore, the partial (t-test) results indicate that each of the independent variables—product diversity, store atmosphere, and service quality—also has a significant individual effect on customer satisfaction at Sports Station Galaxy Mall Surabaya.
Downloads
References
Abi, Y. I. (2021). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Perusahaan Master Piece Karaoke Di Kota Bengkulu. EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi Dan Bisnis, 9(1), 50-58.
Anam, M. K. (2020). Pengaruh Persepsi Harga, Keragaman Produk dan Kualitas Pelayanan terhadap Keputusan Pembelian Konveksi Mahkota Galeri Sidoarjo (Doctoral dissertation, Universitas17 Agustus 1945 Surabaya).
Anggierita, R. N. Kinerja Keuangan Terhadap Earning Per Share Perusahaan Otomotif di Indonesia: Analisis Regresi Logistik (Bachelor's thesis, Fakultas Ekonomi dan Bisnis UIN Jakarta).
Arfah, Y. (2022). Keputusan pembelian produk. PT Inovasi Pratama Internasional.
Ariyono, K. Y. (2021, September). PURCHASE DECISION: IS THE ATMOSPHERE STORE, LOCATION AND DIVERSITY OF PRODUCTS CAUSED?. In Progress Conference (Vol. 4, No. 1, pp. 9-15).
Arlina, A., Wijaya, E., & Nurzam, N. (2023). The Effect of Product Diversity, Brand and Price on Consumer Purchasing Decisions at PT. Indomarco Adi Prima Bengkulu. EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis, 11(2), 1631-1638.
Asrul. (2023). Pengaruh Store Atmosphere, Price dan Service Quality terhadap Minat Beli Konsumen Pada Cooffee Shop Kopi. Jurnal Informatika Ekonomi Bisnis, 5(1), 299-305
Astuty, K., Sari, R. P., & Kurniawan, K. (2023). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Dinas Kependudukan Dan Pencatatan Sipil (Dukcapil) Kabupaten Seluma. Ekombis Review: Jurnal Ilmiah Ekonomi dan Bisnis, 11(2), 1107-1112.
Chairunnisaa, I. R., Mufidah, E., & Wahyuni, H. (2024). Pengaruh store atmosphere, keragaman produk dan kualitas pelayanan terhadap kepuasan pelanggan Awanbrew Coffee Kota Pasuruan. Jurnal Pijar, 2(04), 439-448.
Fatihudin, D., & Firmansyah, M. A. (2019). Pemasaran jasa: Strategi, mengukur kepuasan, dan loyalitas pelanggan.
Hulu, B., Dakhi, Y., & Zalogo, E. F. (2021). Pengaruh Strategi Pemasaran Terhadap Volume Penjualan Pada Ud. Mitra Kecamatan Amandraya. Pareto: Jurnal Riset Bisnis dan Manajemen, 6(2), 16-25.
Iswahyudi, M. S. (2023). Etika dalam Pemasaran Industri: A Literature Review. Al Qalam: Jurnal Ilmiah Keagamaan dan Kemasyarakatan, 17(4), 2366-2380.
Iswahyudi, M. S., Budaya, I., Purwoko, P., Riswanto, A., Lestari, A. A., Widawati, E., ... & Lova, A. N. (2023). Manajemen Pemasaran: Strategi dan Praktek yang efektif. PT. Sonpedia Publishing Indonesia.
Karundeng, V. A., Soegoto, A. S., & Arie, F. V. (2021). Pengaruh Kualitas Pelayanan, Harga, dan Lokasi Terhadap Keputusan Pembelian Konsumen di Indomaret Point Kawasan Megamas Saat Pandemi Covid-19. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 9(4), 702-711.
Mardia, M., Hutabarat, M. L. P., Simanjuntak, M., Sipayung, R., Saragih, L., Simarmata, H. M. P., ... & Weya, I. (2021). Strategi pemasaran. Yayasan Kita Menulis.
Meisaroh, F. S., Nugroho, R. H., Andarini, S., & Nirawati, L. (2023). Analisis Pengaruh Citra Merek, Desain Kemasan, dan Harga terhadap Loyalitas Pelangan Melalui Kepuasan Pelanggan sebagai Variabel Intervening pada Produk Minuman Bersoda Sprite. Reslaj: Religion Education Social Laa Roiba Journal, 5(3), 812-825.
Millah, H. (2020). Pengaruh Kualitas Pelayanan Karyawan Terhadap Kepuasan Konsumen. Iqtishodiyah: Jurnal Ekonomi dan Bisnis Islam, 6(2), 134-142.
Nasution, A. A., Safri, H., Bariah, C., & Ritonga, Z. (2023). Manajemen Pemasaran Syariah dan Konvensional. PT Inovasi Pratama Internasional
Pangestu, V. B. A., & Hayuningtias, K. A. (2024). Pengaruh Kualitas Produk, Kualitas Layanan Dan Store Atmosphere Terhadap Kepuasan Pelanggan. Management Studies and Entrepreneurship Journal (MSEJ), 5(1), 1349-1359.
Pramudyana, A., & Prabowo, B. (2024). Pengaruh Bauran Pemasaran Terhadap Minat Berkunjung Kembali Ke Romokalisari Adventure Land Surabaya. Reslaj: Religion Education Social Laa Roiba Journal, 6(4), 2478-2491.
Qazzafi, S. H. E. I. K. H. (2019). Consumer buying decision process toward products. International Journal of Scientific Research and Engineering Development, 2(5), 130-134.
Ridho, M., Murdiyanto, E., & Rahmawati, Z. (2023). Pengaruh Harga, Kualitas Produk Dan Keragaman Produk Terhadap Keputusan Pembelian Di Vandee Sport Kediri. Triwikrama: Jurnal Ilmu Sosial, 1(7), 110-120.
Rusni, A. (2021). Pengaruh Lokasi Dan Sales Promotion Terhadap Impulsive Buying Pada Konsumen Alfamart Batu Alang Kecamatan Moyo Hulu Sumbawa. Jurnal Manajemen dan Bisnis, 4(1), 22-29.
Rofiah, W., Sholihin, U., & Saputra, B. M. (2023). Pengaruh Keragaman Produk, Kualitas Pelayanan, Dan Store Atmosphere Terhadap Keputusan Pembelian Di Toko Maya Prambon Nganjuk. Triwikrama: Jurnal Ilmu Sosial, 1(11), 150-160.
Saputra, J. (2022). Pengaruh Harga, Store Atmosphere Dan Kualitas Pelayanan Terhadap Keputusan Pembelian Konsumen Kopi Chuseyo (Doctoral dissertation, Universitas Buddhi Dharma).
Sirtis, A. M., & Tuti, M. (2023). Pengaruh Kualitas Pelayanan, Keragaman Produk, Persepsi Harga Dan Promosi Terhadap Keputusan Pembelian Pada Toko Online Azzam Frozen Food Di Pondok Ranggon. Marketgram Journal, 1(2), 156-172.
Sugiyono, P. D. (2019). Metode Penelitian Kuantitatif Kualitatif dan R&D (M. Dr. Ir. Sutopo. S. Pd. ALFABETA, cv.
Suhardi, Y., Syachroni, A., Burda, A., & Darmawan, A. (2020). Pengaruh keragaman produk, persepsi harga, dan kualitas pelayanan terhadap keputusan pembelian konsumen. Jurnal STEI Ekonomi, 29(02), 17-30.
Sunyoto, D., & Mulyono, A. (2022). Manajemen Bisnis Ritel.
Tanjung, A. (2020). Pengaruh store atmosphere, lokasi dan promosi terhadap keputusan pembelian. Jurnal Manajemen Pelita Bangsa, 5(03), 1-18.
Wibowo, R. A. (2019). Manajemen Pemasaran. Radna Andi Wibowo.
Yulianti, L., & Baehaqi, M. (2023). Pengaruh Keragaman Produk, Kualitas Pelayanan dan Store Atmosphere Terhadap Kepuasan Pelanggan di Pusaka Indah Swalayan. Jurnal Ilmiah Mahasiswa Manajemen, Bisnis dan Akuntansi (JIMMBA), 5(1), 94-105.
Zakiah, M. N., & Walyoto, S. (2023). Pengaruh Store Atmosphere, Kualitas Pelayanan, dan Keberagaman Produk, terhadap Kepuasan Konsumen pada Gavin Fashion Store Kartasura (Doctoral dissertation, UIN RADEN MAS SAID).
Copyright (c) 2025 Faradilla Aghnia Alifia, Lia NIrawati
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
