Peran Involvement Sebagai Variabel Pemoderasi Model Loyalitas Pelanggan
Abstract
Full Text:
PDFReferences
Abdullah, D. N. M. A., and Rozario, F. 2010. Influence of Service and Product Quality towards Customer Satisfaction: A Case Study at the Staff Cafeteria in the Hotel Industry. International Journal of Human and Social Sciences, 5(7): 1-6
Ahn, J. S., and Sohn, S. Y. 2009. Customer Pattern Search for After-Sales Service in Manufacturing. Expert Systems with Applications, 36 (3): 5371-5375.
Ali, F., Amin, M., and Ryu, K. 2015. The Role of Physical Environment, Price Perceptions, and Consumption Emotions in Developing Customer Satisfaction in Chinese Resort Hotels. Journal of Quality Assurance in Hospitality and Tourism: 1-27
Arora, R. 1993. Consumer involvement in service decisions. Journal of Professional Service Marketing, 9(1): 49-58.
Asugman, G., Johnson, J. L., and McCullough, J. 1997. The Role of After-Sales Service in International Marketing. Journal of International Marketing, 5 (4): 11-28.
Band, W. 1986. How to Develop Customer Retention Strategies. Sales & Marketing Management in Canada, 27 (9):30-32.
Bitner, M. J. 1990. Evaluating Service Encounters: The Effects of Physical Surroundings and Employee. Journal of Marketing, 54 (2): 69-82
Blois, K. J. 1991. Product Augmentation and Competitive Advantage. Journal of General Management, 16 (3): 29-38.
Bolton, R. N. and Lemon, K. N. 1999. A Dynamic Model of Customers’ Usage of Services: Usage as an Antecedent and Consequence of Satisfaction. Journal of Marketing Research, 36: 171-86.
Boulding, W., Kalra, A., Staelin, R., and Zeithaml, V. A. 1993. A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions. Journal of Marketing Research, 30 (1): 7-27
Brown, T. J., Churchill Jr., G. A., and Peter, J. P. 1993. 'Research Note: Improving the Measurement of Service Quality', Journal Of Retailing, 69(1): 127- 139
Burke, S. 2001. Statistics and Data Analysis: Missing Values, Outliers, Robust Statistics and Non-parametric Methods. 19-24. LCGC Europe Online Supplement. http://www.cpdee.ufmg.br
Chen, I. J., Gupta, A. and Rom, W. 1994. A Study of Price and Quality in Service Operations. International. Journal of Service Industry Management, 5(2): 23–33.
Chien, Y. H. 2005. Determining Optimal Warranty Periods from The Seller's Perspective and Optimal Out-of-Warranty Replacement Age from The Buyer's Perspective. Int. J. Syst. Sci., 36 (10): 631–637.
Choudhary, A. I., Akhter, S. A., Asif, M., Choudhry, R. M., Siddique, Z., and Mughal, A. 2011. Impact Of After Sale Service Characteristics on Customer Satisfaction. Information Management and Business Review, 3(6): 360-365
Day, E., and Crask, M. R. 2000. Value Assesment: The Antecedent of Customer Satisfaction. Journal of Customer Satisfaction. 13: 52-60
Deng, F. M. 2008. Influential Elements and Cultivate Strategy of Customer Loyalty” (in Chinese). Modern Management Science, 4: 44-50
Dholakia, U.M. 2001. A Motivational Process Model of Product Involvement and Consumer Risk Perception. European Journal of Marketing, 35 (11/12): 1340-1362.
Fairhurst, A. E., Good, L. K., and Gentry, J. W. 1989. Fashion Involvement: An instrument validation procedure. Clothing and Textiles Research Journal, 7 (3): 10-14
Fiore, A.M., and Damhorst, M. L. 1992. Intrinsic cues as predictors of perceived quality of apparel, Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour, (5): 168- 178
Fishburn, P. C., and Odlyzko, A. M. 1999. Competitive pricing of information goods: Subscription Pricing Versus Pay-Per-Use. Economic Theory, 13(2): 447-470
Fornell, C. 1992. A National Customer Satisfaction Barometer. Journal of Marketing, 56 (1): 6-21.
Fornell, C., Johnson, M. D., Anderson, E.W., Cha, J. and Bryant, B. 1996. The American Customer Satisfaction Index: Nature, Purpose, and Findings. Journal of Marketing, 60 (October): 7-18.
Friedman, M.L., Smith, L. 1993. Consumer Evaluation Process in a Service Setting. Journal of Service Marketing, 7 (2): 47-61.
Garvin, D. A. 1987. Competing on the eight dimensions of quality. Harvard Business Review, November-December: 101-109.
Goldsmith, R.E., and Emmert, J. 1991. Measuring Product Category Involvement: a Multitrait-Multimethod study”, Journal of Business Research, Vol. 23 No. 4, pp. 363-71.
Gorst, J., Kanji, G., and Wallace, W. 1998. Providing customer satisfaction, Total Quality Management, 9(4&5): 100–103.
Grönroos, C. 1998. Marketing Services: The Case of a Missing Product. Journal Of Business & Industrial Marketing, 13(4/5): 322-338
Ho, T. H., Olsen, S. O., and Duong, T. T. 2006. The Relationship Among Perceived Quality, Consumer Satisfaction and Loyalty in The Vietnamese Market for Seafood. IIFET Portsmouth Proceedings: 1-9
Hooper, D., Coughlan, J., Mullen, M. R. 2008. Structural Equation Modelling: Guidelines for Determining Model Fit. Electronic Journal of Business Research Methods Volume, 6( Issue 1): 53-60
Hutcheson, G. D., Moutinho, L. 1998. Measuring Preferred Store Satisfaction Using Consumer Choice Criteria as a Mediating Factor. Journal of Marketing Management, 40 (7): 705-720.
Jacoby, J., and Olson, C. 1977. Consumer Response to Price: An Attitudinal, Information Processing Perspective, in Moving Ahead with Attitude Research, Y. Wind and P. Greenberg, eds. Chicago: American Marketing Association, 73-86.
Jiang. P. J., and Rosenbloom. B. 2005. Customer Intention to Return Online: Price Perception, Attribute-Level Performance, and Satisfaction Unfolding Over Time. European Journal of Marketing, 39: 150-174
Johnson, M. D., Anderson, E. W. and Fornell, C. 1995. Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework. Journal of Consumer Research, 21 (March): 128-40.
Jones, T.O., and Sasser Jr, E.W. 1995. Why Satisfied Customers Defect. Harvard Business Review, November –December: 88-99.
Kahneman, D,. Knetsch, J. L., Thaler, R. 1986. Fairness as a Constraint on Profit Seeking: Entitlements in The Market. The American Economic Review, 76(4):728-741
Keaveney, S. M. 1995. Customer Behavior in Services Industries: an Exploratory Study. Journal of Marketing, 59 (2): 71-82.
Kollmann, T. 2000. The Price/Acceptance Function: Perspectives of a Pricing Policy in European Telecommunication Markets. European Journal of Innovation Management, 3(1): 7–14.
Ladokun, I. O., Adeyemo, S. A., and Ogunleye, P. O. 2013. Impact of After Sales Service On Consumer Satisfaction And Retention. A Study of LG Electronics in Ibadan, Nigeria. IOSR Journal of Business and Management, 11 (4): 54-58
Laurent, G., and Kapferer, J. N. 1985. Measuring Consumer Involvement. Journal of Marketing Research, 22 (1): 41-53
Lele, M. M., and Karmakar, U. S. 1983. Good Product Support is Smart Marketing. Harvard Business Review, 16: 124-132
Levitt, T. 1983. After the Sale is Over..." Harvard Business Review, 16: 87-93.
Li, J. 2013. Factors Affecting Customer Satisfaction and Customer Loyalty towards Belle Footwear Company in Lanzhou City, Gansu Province of the People’s Republic of China. Journal of Business and Management, 14 (2): 41-48
Lin, L. Y., and Chen, C. S. 2006. The Influence of The Country-of-Origin Image, Product Knowledge and Product Involvement on Consumer Purchase Decisions: an Empirical Study of Insurance and Catering Services in Taiwan. Journal of Consumer Marketing. 23(5): 248-265
Loomba, A. P. S. 1998. Product Distribution and Service Support Strategy Linkages. International Journal of Physical Distribution & Logistics Management, 28(2): 143 –161
Lumley, T., Diehr, P., Emerson, S., and Chen, L. 2002. The Importance of The Normality Assumption in Large Public Health Data Set. . Annu. Rev. Public Health, 23: 151-169. DOI: 10.1146/annurev.publheath.23.100901.140546
Michaelidou, N. and Dibb, S. 2008. Consumer Involvement: a New Perspective. Marketing Review, 8(1): 83–99.
Monroe, K.B. 2012. Price and customers’ perceptions of value. Visionary Pricing: Reflections and Advances in Honor of Dan Nimer, Advances in Business Marketing & Purchasing, 19:129-152.
Munnukka, J. 2005. Pricing Method as a Tool for Improved Price Perception. Journal of Revenue and Pricing Management, 5 (3): 207–220
Nasser, H. A., Salleh, S. B. M., and Gelaidan, H. M. 2012. Factors Affecting Customer Satisfaction of Mobile Services in Yemen. American Journal of Economics, 2(7): 171-184
Oliver, R. L. 1999. Whence consumer loyalty?. The Journal of Marketing, 66 (4): 33-44,
Oosthuizen, D., J. Spowart, J., and Heydenrych, C. F. D. 2015. The Relationship Between Perceived Price and Consumers’ Purchase Intentions of Private Label Wine Brands. African Journal of Hospitality, Tourism and Leisure, 4(2): 1-17
Parasuraman, A. Zeithaml, V. A., and Maholtra, A. 2005. E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality. Journal of Service Research, 7 (3) 213-234
Rigopoulou, I. D., Chaniotakis, I. E., Lymperopoulos, and C., Siomkos, G. I. 2008. After-sales service quality as an antecedent of customer satisfaction The case of electronic appliances. Managing Service Quality, 18 (5): 512-527
Rothschild, M. L. 1984. Perspective in involvement: Current Problems a Future Direction. Advance in Consumer Research, 11: 216-217
Saccani, N., Johansson, P., and Perona, M. 2007. Configuring the After-Sales Service Supply chain: A Multiple Case Study. International Journal of Production Economics, 110 (1-2): 52-69.
Seo, J. I., and Namwamba, G.W. 2014. The Investigation of Product Involvement in Shopping Behaviors among Male College Students. Atlantic Marketing Journal. 3(2): 81-101
Shostack, G. C. 1977. Breaking Free From Product Marketing. Journal of Marketing, 41 (2): 73-80.
Stan, V., Caemmerer, B., and Jallet, R. C. 2013. Customer Loyalty Development: The Role Of Switching Costs. The Journal of Applied Business Research, 29(5): 1541-1554
Swinder, J., Trocchia, P. J., and Gwinner, K. P. 2002. Consumer Perceptions of Internet Retail Service Quality. International Journal of Service Industry Management. 30(4): 412–31
Swinyard, W. R. 1993. The Effect of Mood, Involvement, and Quality of Store Experience on Shopping Intention. Journal of Consumer Research, 20(2): 271-280.
Traylor, M. B. 1981. Product involvement and brand commitment. Journal of Advertising Research, 21 (6): 51-56.
Vanniarajan, T. 2011. Mediator Role of Customer Satisfaction in Between After-Sales Service Quality and Behavioural Intention: The Case of Electronic Appliances Asia-Pacific Business Review, VII (1): 206-216,
Voss, G. B., Parasuraman, A., and Grewal, D. 1998. The roles of price, performance, and Expectations in Determining Satisfaction in Service Exchanges. Journal of Marketing, 62, (October): 46-61.
Vuuren. T. V., Lombards. M. R., and Tonder. E. V. 2012. Customer Satisfaction, Trust and Commitment as Predictors of Customer Loyalty within an Optometric Practice Environment, Southern African Business Review 16(3): 81-96
Warrington, P., and Shim, S. 2000. An Empirical Investigation of The Relationship Between Product Involvement and Brand Commitment. Psychology & Marketing 17(9): 761-782
https://www.statista.com/statistics/271496/global-market-share-held-by-smartphone-vendors-since-4th-quarter-2009/
Yuktanandana, A., and Prasertsakul, D. 2015. The effects of Service Quality and Customer Loyalty: a Case of Thai Mobile Network Industry. Interdisciplinary Management Research, 11: 808-823
Zaichkowsky, J. L. 1986. Conceptualizing involvement. Journal of Advertising, 15(2): 4-34.
Zeithaml, V. A. 1988. Consumer Perceptions of Price, Quality, and
Value: A Means-End Model and Synthesis of Evidence, Journal of Marketing, 52: 2-22.
Zeithaml. V. A. 1982. Consumer Response to In-Store Price Information Environments. Journal of Consumer Research, 8(March): 357-69
Khairuddin, I. 2015. Ini Dia Peringkat Penguasa Pasar Smartphone di Indonesia. diunduh dari https://selular.id/2015/02/ini-dia-peringkat-penguasa-pasar-smartphone-di-indonesia/
Yusuf, O. 2017. Xiaomi Incar Posisi Satu di Indonesia. Diunduh dari https://tekno.kompas.com/read/2017/12/20/17354297/xiaomi-incar-posisi-satu-di-indonesia.
DOI: http://dx.doi.org/10.26418/jebik.v7i1.24826
Refbacks
- There are currently no refbacks.
JOURNAL INDEXING
PUBLISHED BY
Faculty of Economics and Business
Universitas Tanjungpura
This work is licensed under a Creative Commons Attribution 4.0 International License.
View My Stats