Peran Involvement Sebagai Variabel Pemoderasi Model Loyalitas Pelanggan

Budi Setyanta

doi:10.26418/jebik.v7i1.24826

Peran Involvement Sebagai Variabel Pemoderasi Model Loyalitas Pelanggan

Budi Setyanta

Abstract

This research aims to identify the role of involvement as a moderating variable in the model of customer loyality. The population in this study is the Xiaomi smartphone users in Yogyakarta. Data is collected through survey method that is guided by questionnaire. The data samples are 200 respondents to eligible the data analysis by structural equation modeling. The results indicate that the involvement moderates the effect of perceived quality, perceived price and after-sales service towards customer satisfaction.. Besides, the result is the involvement moderates the effect of customer satisfaction on customer loyalty. The results are used to develop strategies to effectively increase customer loyalty by designing a stimulus to increase customer loyalty considering the level of customer involvement.

Full Text:

PDF

References

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

More...

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