Analysis of the effect of store attributes to perceived relationship investment, perceived relationship quality, and attitudinal loyalty of Metro Department Store customer in Surabaya

The growth of the retail business in Indonesia shows a significant number. In this case, requires retail companies to be able to meet customer needs and adjust customer desires so that the company must be able to detect what the market needs and desires of consumers. Therefore the presence of METRO Department Store is very influential in the development of the retail industry, especially in Surabaya. This research is intended to analyze the effect of the Store Attributes variable on Perceived Relationship Investment, Perceived Relationship Quality and Attitudinal Loyalty of METRO Department Store customers in Surabaya. The sample used in this study were men and women, aged 18-60 years who lived in the city of Surabaya, a total of 145 respondents who had visited and purchased at METRO Department Store, had used products purchased at METRO Department Store, were active members, and who know about post-purchase services at METRO Department Store. For processing and analyzing data in this study using SPSS 22 as a software to process data. These empirical findings indicate that the relationship between Post Transaction Service has an effect on Perceived Relationship Investment with a regression coefficient of 0.120, Direct Mail has an influence on Perceived Relationship Investment with a regression coefficient of 0.115, Interpersonal Communication has an influence on Perceived Relationship Investment with a regression coefficient of 0.138, Preferential Treatment has an influence on Perceived Relationship Investment with a regression coefficient of 0.104, Store Atmosphere has an influence on Perceived Relationship Investment with a regression coefficient of 0.164, Merchandise has an influence on Perceived Relationship Investment with a regression coefficient of 0.497, Perceived Relationship Investment has an influence on Perceived Relationship Quality with a coefficient regression of 0.658, and Perceived Relationship Quality has an influence on Attitudinal Loyalty with coefficient regression of 0.505.