Prediksi Pelayanan Pelanggan, Kualitas Produk, Kebijakan Harga, Fisik Toko, Dan Kesadaran Terhadap Loyalitas Melalui Kepercayaan Pengecer Sebagai Mediasi Di IKEA Alam Sutera
Article Sidebar
Main Article Content
Abstract
The purpose of this study is to examine whether customer service, product quality, pricing policy, physical store, and awareness can predict loyalty with the retailer trust as a mediation variable at IKEA Alam Sutera. The sample was selected using a convenience sampling method, amounting to 150 respondents at Universitas Tarumanagara. The results of this study indicate that customer service has a significant positive prediction of loyalty through retailer trust as a mediating variable, product quality has a significant negative prediction of loyalty through retailer trust as a mediating variable, price policy has a significant positive prediction of loyalty through retailer trust as mediation variable, physical store has a significant positive prediction of loyalty through retailer trust as a mediating variable, and awareness has a significant positive prediction of loyalty through retailer trust as a mediating variable.
Tujuan penelitian ini adalah untuk menguji apakah pelayanan pelanggan, kualitas produk, kebijakan harga, fisik toko, dan kesadaran dapat memprediksi loyalitas dengan variabel mediasi kepercayaan pengecer pada IKEA Alam Sutera. Sampel dipilih dengan menggunakan metode convenience sampling yang berjumlah 150 responden di Universitas Tarumanagara. Hasil penelitian ini menunjukkan bahwa pelayanan pelanggan memiliki prediksi positif yang signifikan terhadap loyalitas melalui kepercayaan pengecer sebagai variabel mediasi, kualitas produk memiliki prediksi negatif yang signifikan terhadap loyalitas melalui kepercayaan pengecer sebagai variabel mediasi, kebijakan harga memiliki prediksi positif yang signifikan terhadap loyalitas melalui kepercayaan pengecer sebagai variabel mediasi, fisik toko memiliki prediksi positif yang signifikan terhadap loyalitas melalui kepercayaan pengecer sebagai variabel mediasi, dan kesadaran memiliki prediksi positif yang signifikan terhadap loyalitas melalui kepercayaan pengecer sebagai variabel mediasi.
Article Details
This work is licensed under a Jurnal Muara Ilmu Ekonomi dan Bisnis Creative Commons Attribution-ShareAlike 4.0 International License.,/p>
References
Alsaif, T. M., & Ghoneim, A. (2015). Trust transference from brick to click retailers: a conceptual model for impersonal trust. 48th Hawaii International Conference on System Sciences, 3336-3343. IEEE.
Anselmsson, J., Burt, S., & Tunca, B. (2017). An integrated retailer image and brand equity framework: Re-examining, extending, and restructuring retailer brand equity. Journal of retailing and consumer services, 38, 194-203.
Burt, S., & Carralero-Encinas, J. (2000). The role of store image in retail internationalisation. International Marketing Review, 17(4/5), 433-453.
Cronin, Jr, J. J. and Taylor, S. A. (1992). Measuring service quality: a reexamination andextension. Journal of Marketing, Vol. 56, pp. 55-68.
Das, G. (2014). Linkages of retailer awareness, retailer association, retailer perceived quality and retailer loyalty with purchase intention: A study of Indian food retail brands. Journal of Retailing and Consumer Services, 21(3), 284-292.
Das, G. (2016). Antecedents and consequences of trust: an e-tail branding perspective. International Journal of Retail & Distribution Management, 44(7), 713-730.
Do Vale, R. C., Matos, P. V., & Caiado, J. (2016). The impact of private labels on consumer store loyalty: An integrative perspective. Journal of retailing and consumer services, 28, 179-188.
Grewal, R., Cote, J. A., & Baumgartner, H. (2004). Multicollinearity and measurement error instructural equation models: Implications for theory testing. Marketing Science, 23(4), 519–529.
Hair, J. F., Sarstedt, M., Ringle, C. M., & Mena, J. A. (2012). An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of the academy of marketing science, 40(3), 414-433.
Hair, J. F., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a silver bullet. Journal of Marketing theory and Practice, 19(2), 139-152.
Halim, P., Siswanto, B., Hamid, D., & Firdaus, M. R. (2014). The Influence of Product Quality, Brand Image, and Quality of Service to Customer Trust and Implication on Customer Loyalty (Survey on Customer Brand Sharp Electronics Product at the South Kalimantan Province). European Journal of Business and Management, 6(29), 159-166.
Henseler, J., Ringle, C. M., & Sinkovics, R. R. (2009). The use of partial least squares path modeling in international marketing. In New challenges to international marketing, 277-319. Emerald Group Publishing Limited.
Koo, D. M. (2003). Inter-relationships among store images, store satisfaction, and store loyalty among Korea discount retail patrons. Asia Pacific Journal of Marketing and Logistics, 15(4), 42-71.
Kursunluoglu, E. (2014). Shopping centre customer service: creating customer satisfaction and loyalty. Marketing Intelligence & Planning, 32(4), 528-548.
Lombart, C., & Louis, D. (2014). A study of the impact of Corporate Social Responsibility and price image on retailer personality and consumers' reactions (satisfaction, trust and loyalty to the retailer). Journal of retailing and consumer services, 21(4), 630-642.
MacKinnon, D. P., Fairchild, A. J., & Fritz, M. S. (2007). Mediation analysis. Annu. Rev. Psychol., 58, 593-614.
Maholtra, N. K. K. (2004). Marketing Research: An Applied Orientation, Fourth Edition. New Jersey: Pearson Education.
Maholtra, N. K. K. (2010). Marketing Research: An Applied Orientation, Sixth Edition.
Moriuchi, E., & Takahashi, I. (2016). Satisfaction trust and loyalty of repeat online consumer within the Japanese online supermarket trade. Australasian Marketing Journal (AMJ), 24(2), 146-156.
Orel, F. D., & Kara, A. (2014). Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market. Journal of Retailing and Consumer Services, 21(2), 118-129.
Razak, I., Nirwanto, N., & Triatmanto, B. (2016). The impact of product quality and price on customer satisfaction with the mediator of customer value. Journal of Marketing and Consumer Research, 30(1), 59-68.
Roscoe, J. T. (1975) Fundamental Research Statistics for the Behavioural Sciences, 2nd edition. New York: Holt Rinehart & Winston.
Rubio, N., Villaseñor, N., & Yagüe, M. J. (2017). Creation of consumer loyalty and trust in the retailer through store brands: The moderating effect of choice of store brand name. Journal of Retailing and Consumer Services, 34, 358-368.
Sathyamoorthi, C. R., & Mburu, P. T. (2016). An Analysis of Supermarket Pricing: The Case of Selected Supermarkets in Gaborone, Botswana. Journal of Management Research, 8(2), 66-74.
Shih-Tse Wang, E., & Tsai, B. K. (2014). Consumer response to retail performance of organic food retailers. British Food Journal, 116(2), 212-227.