PENGARUH INFORMATION QUALITY DAN SERVICE QUALITY TERHADAP PERCEIVED VALUE DAN KONSEKUENSINYA TERHADAP CUSTOMER ENGAGEMENT BEHAVIOR INTENTION (STUDI PADA SOCIAL COMMERCE INSTAGRAM)

Ivonne Maria, Valentino Wijaya, Keni Keni
| Abstract views: 128 | views: 40

Abstract

Keberhasilan social commerce bergantung pada tingkat transaksi yang terjadi pada social commerce. Tingkat transaksi yang tinggi mengindikasikan adanya interaksi yang kuat dalam social commerce. Penelitian ini bertujuan untuk menguji pengaruh kualitas informasi, kualitas layanan terhadap persepsi nilai dan konsekuensinya terhadap niat perilaku keterlibatan pelanggan. Sampel yang terkumpul dalam penelitian ini berjumlah 214 responden menggunakan metode pengisian kuesioner yang dilakukan secara online. Pengujian hipotesis dilakukan dengan analisis Partial Least Square – Structural Equation Modeling (PLS-SEM) dengan software SmartPLS. Hasil penelitian ini menunjukkan bahwa kualitas informasi dan kualitas layanan berpengaruh secara positif terhadap persepsi nilai dan persepsi nilai berpengaruh secara positif terhadap niat perilaku keterlibatan pelanggan.

 

The success of social commerce depends on the level of transactions that occur on the platform. A high transaction rate indicates a strong interaction in social commerce. This study aims to examine the effect of information quality, service quality on perceived value and its consequences on the customer engagement behavior intention. The sample collected in this study amounted to 214 respondents using online questionnaires. Hypothesis testing was conducted by analyzing Partial Least Square – Structural Equation Modeling (PLS-SEM) with SmartPLS software. The results of this study indicate that the information quality and service quality have a positive effect on perceived value and perceived value have a positive effect on customer engagement behavior intention.

Keywords

Kualitas Informasi; Kualitas Layanan; Persepsi Nilai; Niat Perilaku Keterlibatan Pelanggan; Information Quality; Service Quality; Perceived Value; Customer Engagement Behavior Intention

Full Text:

PDF

References

Algharabat, R., Rana, N. P., Alalwan, A. A., Baabdullah, A., & Gupta, A. (2019). Investigating the Antecedents of Customer Brand Engagement and Consumer-based Brand Equity in Social Media. Journal of Retailing and Consumer Services, 1-13.

Brodie, R. J., Ilic, A., Juric, B., & Hollebeek, L. D. (2013). Consumer Engagement in a Virtual Brand Community: An Exploratory Analysis. Journal of Business Research, 66 (1), 105-151.

Cen, Y., & Li, L. (2020). Effects of Network Externalities on User Loyalty to Online B2B Platforms: An Empirical Study. Journal of Enterprise Information Management, 33 (2), 2020.

Cheng, Y., Wei, W., & Zhang, L. (2020). Seeing Destinations through Vlogs: Implications for Leveraging Customer Engagement Behavior to Increase Travel Intention. International Journal of Contemporary Hospitality Management, 32 (10), 3227-3248.

Clark, M., Black, H. G., & Judson, K. (2017). Brand Community Integration and Satisfaction with Social Media Sites: A Comparative Study. Journal of Research in Interactive Marketing, 11 (1), 39-55.

Guo, L., Hu, X., Wei, X., & Cai, X. (2020). The Influence of Personal Motivation and Environmental Stimuli on Customer Participation and Engagement Behavior: The Mediating Role of Experience Evaluation. Journal of Hospitality and Tourism Technology, 643-666.

Ha, Y., & Im, H. (Journal of Service Management). Role of Web Site Design Quality in Satisfaction and Word of Mouth Generation. 2012, 23 (1), 79-96.

Hair Jr, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2014). Multivariate Data Analysis: Seventh Edition. England: Pearson Education Limited.

Hollebeek, L. D., Glynn, M. S., & Brodie, R. J. (2014). Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and Validation. Journal of Interactive Marketing, 1-17.

Huang, Z., & Benyoucef, M. (2013). From E-Commerce to Social Commerce: A Close Look at Design Features. Electronic Commerce Research and Applications, 246–259

Jundrio, H. & Keni. (2020). Pengaruh Website Quality, Website Reputation dan Perceived Risk terhadap purchase intention pada Perusahaan E-Commerce. Jurnal Muara Ilmu Ekonomi dan Bisnis, 4(2), 229-239.

Keni. (2020). How Perceived Usefulness and Perceived Ease of Use Affecting Intent to Repurchase? Jurnal Manajemen, 24(3), 481-496.

Keni & Sandra, K. K. (2021). Prediksi Customer Experience dan Service Quality terhadap Customer Loyalty: Customer Satisfaction sebagai Variabel Mediasi. Jurnal Muara Ilmu Ekonomi dan Bisnis, 5(1), 191-204.

Kim, C., Galliers, R. D., Shin, N., Ryoo, J.-H., & Kim, J. (2012). Factors Influencing Internet Shopping Value and Customer Repurchase Intention. Electronic Commerce Research and Applications, 374–387.

Kim, M., & Zhang, J. (2019). Structural Relationship between Market Demand and Member Commitment Associated with the Marketing of Martial Arts Programs. International Journal of Sports Marketing and Sponsorship, 20 (3), 516-537.

Kristiawan, T. A. & Keni. 2020. Pengaruh Packaging, Social Media Marketing dan Electronic Word of Mouth terhadap Keputusan Pembelian Busana Brand Lokal. Derema (Development of Research Management): Jurnal Manajemen, 15(2), 244-256.

Kujur, F., & Singh, S. (2019). Antecedents of Relationship between Customer and Organization Developed through Social Networking Sites. Management Research Review, 42 (1), 2-24.

Lin, H.-C., Swarna, H., & Bruning, P. F. (2017). Taking a Global View on Brand Post Popularity: Six Social Media Brand Post Practices for Global Markets. Business Horizons, 1-13.

Mangold, W. G., & Faulds, D. J. (2009). Social Media: The New Hybrid Element of the Promotion Mix. Business Horizons, 52, 357-365.

Mazzarolo, A. H., Mainardes, E. W., & Innocencio, F. A. (2021). Antecedents and Consequents of User Satisfaction on Instagram. Marketing Intelligence & Planning, DOI 10.1108/MIP-08-2020-0370.

Molinillo, S., Aguilar-Illescas, R., Anaya-Sanchez, R., & Liebana-Cabanillas, F. (2020). Social Commerce Website Design, Perceived Value and Loyalty Behavior Intentions: The Moderating Roles of Gender, Age and Frequency of Use. Journal of Retailing and Consumer Services, 1-13.

Nia, M. R., & Shokouhyar, S. (2020). Analyzing the Effects of Visual Aesthetic of Web Pages on Users’ Responses in Online Retailing using the VisAWI Method. Journal of Research in Interactive Marketing, 14 (4), 357-389.

Putra, T. W., & Keni, K. (2020). Brand Experience, Perceived Value, Brand Trust untuk Memprediksi Brand Loyalty: Brand Love sebagai Variabel Mediasi. Jurnal Muara Ilmu Ekonomi dan Bisnis, 4 (1), 184-193.

Rezaei, S., Shokouhyar, S., & Zandieh, M. (2019). A Neural Network Approach for Retailer Risk Assessment in the Aftermarket Industry. Benchmarking: An International Journal, 26 (5), 1631-1647.

Sari, M. I. & Keni. (2019). Pengaruh Information Quality dan Relationship Quality terhadap Uncertainty Reduction dan Purchase Intention. Jurnal Muara Ilmu Ekonomi dan Bisnis, 3(1), 112-121.

Schivinski, B. C., & Dabrowski, D. (2016). Measuring Consumers' Engagement with Brand-Related Social-Media Content: Development and Validation of a Scale that Identifies Levels of Social-Media Engagement with Brands. Journal of Advertising Research, 56, 1-18.

Sekaran, U., & Bougie, R. (2016). Research Methods for Business: A Skill-Building Approach Seventh Edition. United Kingdom: John Wiley & Sons Ltd.

So, K. K., King, C., Sparks, B. A., & Wang, Y. (2014). The Role of Customer Engagement in Building Consumer Loyalty to Tourism Brands. Journal of Travel Research, 1-15.

Sutanto, F. & Keni. (2020). Pengaruh Service Quality, Service Convenience, dan Perceived Price and Fairness terhadap Loyalitas Nasabah Bank dengan Kepuasaan Nasabah sebagai Variabel Mediasi. Jurnal Manajemen Bisnis dan Kewirausahaan, 5(2), 129-134.

Wang, W., & Kim, S. (2019). Lady First? The Gender Difference in the Influence of Service Quality on Online Consumer Behavior. Nankai Business Review International, 10 (3), 408-428.

Wirtz, J., Ambtman, A. d., Bloemer, J., Horvath, C., Ramaseshan, B., Klundert, J. v., . . . Kandampully, J. (2013). Managing Brands and Customer Engagement in Online Brand Communities. Journal of Service Management, 24 (3), 223-244.

Wu, Y.-L., & Li, E. Y. (2018). Marketing Mix, Customer Value, and Customer Loyalty in Social Commerce: A stimulus-organism-response perspective. Internet Research, 28 (1), 74-104.

Yanico & Keni. (2021). Perceived Ease of Use, Trust, dan Customer Satisfaction sebagai Prediktor terhadap Repurchase Intention. Jurnal Manajemen Maranatha, 20(2), 107-118.

Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52 (3), 2-22.

Copyright (c) 2021 Jurnal Muara Ilmu Ekonomi dan Bisnis
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

Refbacks

  • There are currently no refbacks.