PENGARUH PERCEIVED VALUE DAN E-SERVICE QUALITY TERHADAP SWITCHING COST DAN CUSTOMER LOYALTY

  • Gunarso Wiwoho Sekolah Tinggi Ilmu Ekonomi Putra Bangsa
Keywords: perceived value, e-service quality, switching cost, customer loyalty

Abstract

The purpose of this study was to determine the effect of perceived value and e-service quality on switching costs and customer loyalty. The sample of this study is Tokopedia users who have made at least 1 transaction in the past month in Kebumen totaling 100 respondents. The sampling technique uses nonprobability sampling technique, namely purposive sampling. Methods of data collection using questionnaires, literature studies and interviews. Analysis of the data used is the instrument validity and reliability test, the classic assumption test, hypothesis testing and path analysis using the SPSS 22 program for windows. The results of this study indicate that all items of each variable are valid and reliable. Both structural models meet the classic assumption test criteria with no multicollinearity, heterokedasticity, and normality assumptions. Based on the results of the t test showed that the variable perceived value and e-service quality significantly influence the switching cost, perceived value does not affect customer loyalty, e-service quality has a significant effect on customer loyalty, switching cost has a significant effect on customer loyalty.

Downloads

Download data is not yet available.

References

Anggraeni, Ni Made Savitri. Dan Yasa, Ni Nyoman Kerti. 2012. “E-Service Quality Terhadap Kepuasan dan Loyalitas Pelanggan dalam Penggunaan Internet Banking”. Jurnal Keuangan dan Perbankan, Vol.16, No.2

Asmai, I dan Zhafiri L. 2011. “Pengaruh Kepuasan dan Kepercayaan Konsumen Terhadap Loyalitas: Studi Tentang Peran Mediasi Switching Costs”. Jurnal Siasat Bisnis Vol. 15 No. 1

Bernato, Innocentius. dan Patricia. 2017. “Pengaruh Perceived Value, Customer Satisfaction dan Trust terhadap Customer Loyalty Restoran XYZ di Tangerang”. Journal for Business and Entrepreneur Vol. 1 No

Chandra, I. dan Subagyo, H. 2013. “Analisa Pengaruh Experiential Marketing Terhadap Customer Satisfaction Dengan Perceived Value Sebagai Variabel Intervening Konsumen The Premiere Grand City Surabaya.” Jurnal Manajemen Pemasaran Petra Vol. 1, No. 2, (2013) 1-10

Ghozali, Imam. 2018. Aplikasi Analisis Multivariate Dengan Program IBM SPSS 25 Edisi 9. Semarang: Badan Penerpit Universitas Diponegoro

Griffin, Jill. 2005. Customer Loyalty-Menumbuhkan dan Mempertahankan Kesetian Pelanggan. Alih bahasa Dwi kartini Yahya. Jakarta: Erlangga.

Hadi, Sutisno. 2004. Metode Penelitian Administrasi Untuk Ekonomi dan Bisnis. Edisi I. Yogyakarta: BPFE.

Hurriyati, R. 2015. Bauran Pemasaran dan Loyalitas Konsumen. Bandung: Alfabeta

Jonathan, H. 2013. “Analisis Pengaruh E-Service Quality Terhadap Customer Satisfaction yang Berdampak Pada Customer Loyalty PT Bayu Buana Travel Tbk”. Journal The winners, Vol. 14 No. 2, September 2013: 104-112

Jones, MA., SE. Beatty and DV. Mothersbaugh. 2000. “Switching Barriers and Repurchase Intentions in Services”. Journal of Retailing. 76 (2). 259-274

Kaligis, Windy. 2016. “Pengaruh Perceived Risk Terhadap Customer Loyalty Melalui Switching Cost.” Jurnal Manajemen dan Pemasaran Jasa Vol. 9 No. 2

Kotler, P., dan Keller, Kevin L. 2008. Manajemen Pemasaran Edisi Ketiga Belas. Jakarta: Erlangga.

Lin, Chia C. 2003. “The Role of Customer Perceived Value in Generating Customer Satisfaction: An EBussiness Perspective,” Journal of Research in Marketing & Entrepreneurship, Vol. 5, No. 1, pp. 25- 39.

Logiawan, Y. dan Subagio, H. 2014. “Analisa Customer Value Terhadap Customer Loyalty dengan Customer Satisfaction sebagai Variabel Intervening pada Restoran Bandar Djakarta Surabaya”. Jurnal Manajemen Pemasaran Petra Vol. 2, No. 1

Lupiyoadi, Rambat. 2008. Manajemen Pemasaran Jasa. Jakarta: PT. Salemba Empat.

Maulana, Rendi. Dan Kurniawati, Kezia. 2014. “Pengaruh Kualitas E-Service Terhadap Minat Beli Konsumen (Studi Kasus Pada Website Koren Denim)”. Jurnal Manajemen, Vol.13, No. 2

Maya, Trisna D. 2012. “Analisis Perceived Quality, Perceived Value, Switching Cost dan Kepuasan Sebagai Pembentuk Loyalitas”. Riset Manajemen dan Akuntansi Volume 3 Nomer 5

Neal, W.D. 1998. Satisfaction is nice, but value drives loyalty. Marketing Research, 21–23.

Nugroho, Adi S. 2016. E-Commerce Teori dan Implementasi. Yogyakarta: Ekuilibria

Parasuraman, A. 1997. “Reflections on gaining competitive advantage through customer value”. Journal of the Academy of Marketing Science, 25(2), 154-161. 67.

Parasuraman, A., Zeithaml, V. A., dan Malhotra, A. 2002. “E-s-qual a Multiple-Item Scale for Assessing Electronic Service Quality”. Journal of Service Research, Volume 7.

Perwira, B., Yulianto, E., dan Kumadji, S. 2016. “ Pengaruh E-Service Quality Dan Perceived Value Terhadap Kepuasaan Pelanggan dan Loyalitas Pelanggan”. Jurnal Administrasi Bisnis (JAB)|Vol. 38 No.2

Porter, Michael E. 1998. Strategi Bersaing Alih Bahasa Sigit Suryanto. Jakarta: Karisma Publishing Group.

Purnomo, H. 2008. “Efek Switching Cost Terhadap Intention to Switch dalam Jasa Telekomunikasi”. Jurnal Bisnis dan Manajemen, Vol. 8, No. 2.

Rachjaibun, N. 2007. “A Study of Antecedents of e-Relationship Quality in Hotel Website”. Master of Thesis

Rifai, Ahmad. dan Suryani, Alit. 2016. “Peran Customer Perceived Value Pada Kepuasan Pelanggan Tiket Online”. E-Jurnal Manajemen Unud, Vol. 5, No. 6

Rohim, A. dan Arvianto, S. 2017. “Pengaruh Customer Perceived Value Terhadap Word Of Mouth Dengan Customer Loyalty Sebagai Variabel Mediasi”. Ejournal stiedewantara, EKSIS, Vol 12.

Rust, R.T., Lemon, K.N. & Zeithaml, V.A. 2004. “Return on Marketing: Using Marketing: Using Customer Equity to Focus Marketing Strategy”. Journal of Marketing, 27(9), 19-35.

Subagio, Hartono. dan Chandra, Ivonny. 2013. “Analisa Pengaruh Experiential Marketing Terhadap Customer Satisfaction dengan Perceived Value Sebagai Variabel Intervening Konsumen The Premiere Grand City Surabaya”. Jurnal Manajemen Pemasaran Petra Vol. 1, No. 2

Sugiyono. 2018. Metode Penelitian Bisnis Edisi Ke-3. Bandung: Alfabeta

Tjiptono, Fandy. 2000. Prinsip & Dinamika Pemasaran. Edisi Pertama. Yogyakarta: J & J Learning.

Tjiptono, Fandy. 2014. Pemasaran Jasa-Prinsip, Penerapan, dan Penelitian. Yogyakarta: C.V ANDI OFFSET

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

Winarno, Wing Wahyu. 2006. Sistem Informasi Manajemen. Yogyakarta: UPP (Unit Penerbit dan Percetakan) STIM YKPN

https://iprice.co.id, diakses pada tanggal 20 Oktober 2018

https://www.Tokopedia.com, diakses pada tanggal 25 November 2018

https://pospapua.com, diakses pada tanggal 25 Februari 2019

https://www.republika.co.id, diakses pada tanggal 02 Maret 2019
Published
2017-08-30
How to Cite
Wiwoho, G. (2017). PENGARUH PERCEIVED VALUE DAN E-SERVICE QUALITY TERHADAP SWITCHING COST DAN CUSTOMER LOYALTY. Jurnal Ilmiah Akuntansi Dan Keuangan, 6(2), 116-122. https://doi.org/10.32639/jiak.v6i2.531
Section
Articles

Most read articles by the same author(s)

1 2 > >>