Analisis antara E-service Quality,Online Perceived Value dan E-loyalty dalam Konteks E-commerce Bukalapak.

SHIERLEY SETIAWAN

Abstract


Penelitian ini bertujuan untuk menganalisa pengaruh dari e-service quality terhadap e-loyalty dengan variabel mediasi online perceived value dalam konteks e-commerce Bukalapak.Penelitian ini bersifat konklusif dan di klasifikasikan dalam jenis riset kausal dengan menggunakan pendekatan kuantitatif. Data dikumpulkan melalui online survey menggunakan instrumen kuesioner dengan respon yang dapat digunakan dari 130 responden .Responden adalah pelanggan Bukalapak yang berada di Surabaya. Data di olah menggunakan pendekatan persamaan model structural dengan Teknik Partial Least Square. Analisis data menjukan bukti kuat untuk  mendukung keseluruan hipotesa penelitian

Keywords


Bukalapak, E-Commerce, E-service Quality, Online Perceived Value, E-Loyalty

Full Text:

PDF

References


Al- Hawari, M. A. (2014). Does customer sociability matter? Differences in e-quality, e-satisfaction, and e-loyalty between introvert and extravert online banking users. Journal of Services Marketing, 28(7), 538–546. https://doi.org/10.1108/JSM-02-2013-0036

Anderson, R., & Srinivasan, S. (2003). E-Satisfaction and e-loyalty: a contingency framework. Psychology and marketing, 20 (2) , 123-138.

Bungin, B. (2006). Sosiologi Komunikasi :Teori, Paradigma, dan Diskursus. Teknologi Komunikasi di masyarakat. Jakarta : Kencana pernada Media. Group.

Bolton, R. N., & 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(2), 171-186.

Cyr, D., G. S. Kindra, and S. Dash, (2008) "Web site design, trust, satisfaction and e‐loyalty: the Indian experience", Online Information Review, Vol. 32 Issue: 6, pp.773-790, https://doi.org/10.1108/14684520810923935

Chen, M., & Lee, K. (2013). E-service Quality Impact on Online Customer’s Perceived Value and Loyalty. China-USA Business Review, 12(5), 473–485.

Chang, A., S. H. Hsieh, and T. H. Tseng, (2013) "Online brand community response to negative brand events: the role of group eWOM", Internet Research, Vol. 23 Issue: 4, pp.486-506. https://doi.org/10.1108/IntR-06-2012-0107

Carlson, J., and A. O'Cass, (2010) "Exploring the relationships between e‐service quality, satisfaction, attitudes and behaviours in content‐driven e‐service web sites", Journal of Services Marketing, 24(2), 112-127, https://doi.org /10.1108/08876041011031091

Dick, A.S. and Basu, K. (1994) Customer Loyalty Toward an Integrated Conceptual Framework. Journal of the Academy of Marketing Science, 22, 99-113.

DeLone, W.H., and McLean, E.R. 2004. "Measuring E-Commerce Success: Applying the DeLone & McLean Information Systems Success Model," International Journal of Electronic Commerce (9:1), Fall, pp 31-47.

Fuller, J. (2006). Association for consumer research. Advances in Consumer Research, 33, 212–217. https://doi.org/43008804

Fornell, C., & Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18(1), 39–50. http://dx.doi.org/10.2307/3151312.

Grewal, D., G. R. Iyer and M. Levy (2004), “Internet Retailing: Enablers, Limiters and Market Consequences,” Journal of Business Research, 57 (7), 703-713.

Geiger, I., Durand, A., Saab, S., Kleinaltenkamp, M., Baxter, R., Lee, Y., 2012. The bonding effects of relationship value and switching costs in industrial buyer-seller relationships: an investigation into role differences. Industrial Marketing Management 41, 82–93

Gefen, D. (2002) Customer Loyalty in E-Commerce. Journal of the Association for Information Systems, 3, 27-51.

Gery Gantara, Srikandi Kumadji, E. Y. (2013). Analisis Pengaruh Kualitas Layanan Dan Perceived Value Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan ( Studi Empiris pada Mahasiswa Universitas Brawijaya Malang Pengguna Kartu Seluler IM3 ). Jurnal Administrasi Bisnis (JAB), Vol 1(No 1), 40–48.

Gutman, J. (1982). A means-end chain model based on consumer categorization processes. Journal of Marketing, 46(2), 60-72.

Ghozali, (2002) . Aplikasi Analisis Multivariate dengan program SPSS, Badan Penerbit Universitas Diponegoro, Semarang.

Ganguli, S., and S. K. Roy. (2011). Generic technology‐based service quality dimensions in banking: Impact on customer satisfaction and loyalty, International Journal of Bank Marketing, 29(2), 168-189, https://doi.org/10.1108/ 02652321111107648

Holbrook, M.B. (1994) The Nature of Customer’s Value: An Axiology of Service in Consumption Experience. In: Rust, R.T. and Oliver, R.L., Eds., Service Quality: New Directions in Theory and Practice, Sage, Thousand Oaks, 21-71. http://dx. doi.org/10.4135/9781452229102.n2

Hartono (2008). Teori Portofolio dan Analisis Investasi. Edisi kelima, Penerbit. BPFE, Yogyakarta.

Hair, J., R. Anderson, et al. (2004). Multivariate data analysis. New Jersey, Prentice-Hall Inc.

Jin, B., Park, J. Y., dan Kim, J. (2008). Crosscultural examination of the relationships among firm reputation, esatisfaction, e-trust, and e-loyalty. International Marketing Review. 324-337.

Jun, SE., and KH. Chung. 2004. A study in the factors of internet shopping site affecting customer’s e-satisfaction, eloyalty, and repurchasing intention. The Journal of Internet Electronic Research. 6 (2). 133-58.

Jogiyanto. (2009). Konsep & aplikasi PLS untuk penelitian empiris. BPFE Yogyakarta.

Kotler, P. 2008. Manajemen Pemasaran. Edisi 12 Jilid 2. Jakarta: Indeks.

Kuncoro, M. (2003). Metode riset untuk bisnis dan ekonomi. Jakarta: Balai Pustaka

Kuncoro, M. (2006). “Ekonomi Pembangunan”, Penerbit Salemba. Empat, Jakarta.

Kim, J., Jin, B., & Swinney, J. L. (2009). The role of etail quality, e-satisfaction and e-trust in online loyalty development process. Journal of Retailing and Consumer Services, 16(4),239–247. https://doi.org/10.1016/j.jretconser.2008.11.019

Lee, G., & Lin, H. (2005). Customer perceptions of e‐service quality in online shopping. International Journal of Retail & Distribution Management (Vol. 33). https://doi.org/10.1108/09590550510581485

Lee, J., Turban, E., D. King., and Dennis Viehland. (2004). Electronic Commerce : A Managerial Perspective. Prentice Hall, New Jersey

Liao B, et al. (2014) Using multi-instance hierarchical clustering learning system to predict yeast gene function. PLoS One 9 (3) : e90962.

Monsuwe, T.P.Y., Dellaert, B.G.C. and Ruyter, K.D. (2004), “What drives consumers to shop online? A literature review”. International Journal of Service Industry Management, Vol. 15 No.1, pp. 102-121.

Malhotra, N.K., 2009, Riset Pemasaran, Edisi keempat, Jilid 1, PT Indeks, Jakarta

Oliver, R. L., & DeSarbo,W. S. (1988). Response determinants in satisfaction judgments. Journal of Consumer Research, 14, 495–508.

Polit, D. F., & Hungler, B. P. (1999). Nursing research: principles and methods. Phildelphia: JB Lippincott Company

Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL: A multiple item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213-233. http://dx.doi.org/10.1177/1094670504271156

Rintamäki, T., Kuusela, H. and Mitronen, L. (2006) Identifying competitive customer value propositions in retailing, Managing Service Quality, 17(6), 621-34.

Reinartz, W. J. and V. Kumar (2000). ‘On the profitability of long-life customers in a non-contractual setting: An empiri.cal investigation and implications for marketing’. Journal of Marketing 64(4), 17–35.

Ritter, T., Walter, A., 2012. More is not always better: the impact of relationship functions on customer-perceived relationship value. Industrial Marketing Management 41, 136–144

Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer trust, value and loyalty in relational exchanges. Journal of Marketing, 66(1), 15-37

Sugiyono. 2007. Metode Penelitian Kuantitatif Kualitatif dan R&D. Bandung: Alfabeta.

Sugiyono. 2013. Metode Penelitian Pendidikan Pendekatan Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta.

Smith, J. B., & Colgate, M. (2007). Customer value creation: a practical framework. Journal of marketing Theory and Practice, 15(1), 7-23.

Sweeney, J, S., Soutar, G, N., & Mazzarol, T. (2010) Word of mouth: measuring the power of individual messages. European Journal of Marketing, 46(1/2), 2012. 237-257.

Tennenhaus, 1998 Tennenhaus, M. (1998).Pls regression methods. Journal of Chemo metrics, 211-228.

Wu, J. F., and Y. P. Chang. (2016) "Multichannel integration quality, online perceived value and online purchase intention: A perspective of land-based retailers", Internet Research, Vol. 26 Issue: 5, pp.1228-1248, https://doi.org/10. 1108/IntR-04-2014-0111

Zeithaml, V.A., Parasuraman, A. and Malhotra, A. (2001), “A conceptual framework forunderstanding e-service quality: implications for future research and managerial practice”, MSI Working Paper Series, No. 00-115, Cambridge, MA, pp. 1-49

Zheng, X., Lee, M., & Cheung, C. M. K. (2017). Examining e-loyalty towards online shopping platforms. Internet Research, 27(3), 709–726. https://doi.org/10.1108/ IntR-01-2016-0002

Zikmund, W.G. (2003). Business Research Methods. 7th Edition, Thomson South Western, Ohio.

Zehir, C., Sehitoglu, Y., Narcikara, E., & Zehir, S. (2014). E-S-Quality, Perceived Value and Loyalty Intentions Relationships in Internet Retailers. Procedia - Social and Behavioral Sciences, 150, 1071–1079. https://doi.org/10.1016 /j.sbspro.2014.09.120


Refbacks

  • There are currently no refbacks.