Store layout dimensions and customer satisfaction: empirical evidence from an Indonesian retail minimarket

Abstract

Purpose: to analyze the effects of product arrangement, customer movement pathways, and lighting and store atmosphere on customer satisfaction in a local Indonesian minimarket.

Method: using a quantitative approach to examine the effect of store layout dimensions on customer satisfaction. Data were collected via a 5-point Likert questionnaire from 75 randomly selected customers at Alfamart Cempaka Raya, Banjarmasin, and analyzed using multiple linear regression in SPSS.

Findings: All three store layout dimensions, product arrangement, customer flow, and lighting/atmosphere have a positive and significant impact on customer satisfaction, with lighting and atmosphere being the most influential. These findings highlight the critical role of store environment in enhancing customers’ overall shopping experience.

Implications: the findings suggest that retail managers should strategically manage store layout, including product arrangement, customer flow, and lighting/atmosphere, to enhance customer satisfaction. Prioritizing a well-designed and comfortable shopping environment can strengthen customer loyalty and improve overall shopping experience.

Originality: lies in its multidimensional approach to store layout, simultaneously examining product arrangement, customer movement flow, and lighting/ambience, within the context of local Indonesian minimarkets.