This study examines the effect of SPA store experience on formation of customer equity. Here we distingush dimension of store experience to sensory, affective, behavioral, intellectual, and relational experience and dimension of customer equity to value, brand, relationship equity. To verify relationship between dimension of store experience and customer equity, as well as loyalty, we use structural equation modeling. As a result, relationship between variables have a significant effect on each other exclude hypotheses such as relationship between affective experience and value equity and relationship between behavioural experience and relationship equity. The result indicates that reinforcing SPA store experience likely to have positive impact on formation of customer equity and loyalty strength.

This study examines the effect of SPA store experience on formation of customer equity. Here we distingush dimension of store experience to sensory, affective, behavioral, intellectual, and relational experience and dimension of customer equity to value, brand, relationship equity. To verify relationship between dimension of store experience and customer equity, as well as loyalty, we use structural equation modeling. As a result, relationship between variables have a significant effect on each other exclude hypotheses such as relationship between affective experience and value equity and relationship between behavioural experience and relationship equity. The result indicates that reinforcing SPA store experience likely to have positive impact on formation of customer equity and loyalty strength.