Product Completeness and Customer Satisfaction in Pesantren-Based Retail Enterprises
DOI:
https://doi.org/10.35335/ijosea.v16i3.878Keywords:
Product Completeness, Customer Satisfaction, Maslahah, Pesantren-Based RetailAbstract
Despite the growing body of research on customer satisfaction in retail, there remains a significant research gap in understanding how product assortment completeness contributes not only to customer satisfaction but also to consumer welfare (maslahah), particularly within pesantren-based retail enterprises, as well as inconsistencies in prior findings regarding its influence across different retail contexts. This study examined the influence of product assortment completeness on customer satisfaction and its contribution to consumer welfare (maslahah) in pesantren-based retail enterprises. The research aimed to analyze customer perceptions of product completeness, evaluate its role in supporting consumer benefits from an Islamic economic perspective, and measure its effect on overall customer satisfaction. This study employed a quantitative associative approach using survey data collected from 60 customers of the Mrican Tuban Department Store through accidental sampling. Data were analyzed using simple linear regression techniques. The findings indicated that product completeness was perceived at a moderate to good level, particularly in terms of product variety and stock availability. The regression results demonstrated that product completeness had a positive and statistically significant effect on customer satisfaction, with a coefficient of determination (R²) of 0.316. These results suggested that product completeness enhanced shopping convenience, reduced consumer effort, and supported the practical implementation of maslahah principles in retail management. Overall, the study confirmed that product completeness represented a strategic factor in improving customer satisfaction and strengthening the performance of pesantren-based retail enterprises. Accordingly, this study offers a novel contribution by developing an integrative framework that simultaneously links product completeness, customer satisfaction, and maslahah, thereby extending conventional retail theory into the context of Islamic economic values within pesantren-based retail enterprises.
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