Anteseden Loyalitas Konsumen Pengguna Jamsostek Mobile Application (JMO) Terhadap Persepsi Citra Merek, Kepuasan Konsumen Dan Kepercayaan: Aplikasi Teori SOR
Abstract
This study aims to analyze the antecedents of consumer loyalty to users of the Jamsostek Mobile (JMO) application by applying the Stimulus – Organism – Response (SOR) theory. Data as many as 500 respondents users of the Jamsostek Mobile Application (JMO are processed using the SmartPLS application version 3. The results show that the perception of service quality, brand image perception, and customer satisfaction have a significant positive effect on customer loyalty instead with trust. Citra brand perception and customer satisfaction are also able to mediate the influence of service quality on customer loyalty. The brand image perception variable, trust and customer satisfaction can act as an organism that supports customer responses in the form of loyalty.
References
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Permana, H., & Djatmiko, T. (2018). Analisis Pengaruh Kualitas Layanan Elektronik (E-Service Quality) Terhadap Kepuasan Pelanggan Shopee di Bandung. SOSIOHUMANITAS, 20(2), 64–78. https://doi.org/10.36555/sosiohumanitas.v20i2.112
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Proctor T. (2007). Public Sector Marketing. Pearson Education.
Schiffman, L., & Kanuk, L. (2018). Perilaku Konsumen (7th ed.). PT Indeks.
Slack, N. J., & Singh, G. (2020). The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction : Supermarkets in Fiji. TQM Journal, 32(3), 543–558. https://doi.org/10.1108/TQM-07-2019-0187
Tjiptono, F., & Diana, A. (2020). Pemasaran. ANDI.
Zelenskaya, E., & Elkanova, E. (2021). Designing place brand architecture: the potential of a sub-brands strategy. Journal of Product and Brand Management, 30(1), 167–179. https://doi.org/10.1108/JPBM-08-2019-2551
Alrwashdeh, M., Jahmani, A., Ibrahim, B., & Aljuhmani, H. Y. (2020). Data to model the effects of perceived telecommunication service quality and value on the degree of user satisfaction and e-WOM among telecommunications users in North Cyprus. Data in Brief, 28, 104981. https://doi.org/10.1016/j.dib.2019.104981
Alzoubi, H., Alshurideh, M., Kurdi, B. Al, & Inairat, M. (2020). Do perceived service value, quality, price fairness and service recovery shape customer satisfaction and delight? A practical study in the service telecommunication context. Uncertain Supply Chain Management, 8(3), 579–588. https://doi.org/10.5267/j.uscm.2020.2.005
Boonlertvanich, K. (2019). Service quality, satisfaction, trust, and loyalty: the moderating role of main-bank and wealth status. International Journal of Bank Marketing, 37(1), 278–302. https://doi.org/10.1108/IJBM-02-2018-0021
Cakici, A. C., Akgunduz, Y., & Yildirim, O. (2019). The impact of perceived price justice and satisfaction on loyalty: the mediating effect of revisit intention. Tourism Review, 74(3), 443–462. https://doi.org/10.1108/TR-02-2018-0025
Chan, V. H. Y., Chiu, D. K. W., & Ho, K. K. W. (2022). Mediating effects on the relationship between perceived service quality and public library app loyalty during the COVID-19 era. Journal of Retailing and Consumer Services, 67. https://doi.org/10.1016/j.jretconser.2022.102960
Cheng, X., Zhang, X., Cohen, J., & Mou, J. (2022). Human vs. AI: Understanding the impact of anthropomorphism on consumer response to chatbots from the perspective of trust and relationship norms. Information Processing and Management, 59(3). https://doi.org/10.1016/j.ipm.2022.102940
Choi, Y., Ok, C., & Hyun, S. (2017). Relationships between brand experiences, personality traits, prestige, relationship quality, and loyalty: An empirical analysis of coffeehouse brands. International Journal of Contemporary Hospitality Management, 29, 1185–1202. https://doi.org/10.1108/IJCHM-11-2014-0601
de Matos, N., Correia, M. B., Saura, J. R., Reyes-Menendez, A., & Baptista, N. (2020). Marketing in the public sector-benefits and barriers: A bibliometric study from 1931 to 2020. In Social Sciences (Vol. 9, Issue 10). MDPI AG. https://doi.org/10.3390/SOCSCI9100168
Demir, A., Maroof, L., Sabbah Khan, N. U., & Ali, B. J. (2021). The role of E-service quality in shaping online meeting platforms: a case study from higher education sector. Journal of Applied Research in Higher Education, 13(5), 1436–1463. https://doi.org/10.1108/JARHE-08-2020-0253
Gecti, F., & Zengin, H. (2013). The Relationship between Brand Trust, Brand Affect, Attitudinal Loyalty and Behavioral Loyalty: A Field Study towards Sports Shoe Consumers in Turkey. International Journal of Marketing Studies, 5(2). https://doi.org/10.5539/ijms.v5n2p111
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
instructionaldesign.org. (2022). Connectionism (Edward Thorndike). Https://Www.Instructionaldesign.Org/Theories/Connectionism/.
Khan, R. U., Salamzadeh, Y., Iqbal, Q., & Yang, S. (2022). The Impact of Customer Relationship Management and Company Reputation on Customer Loyalty: The Mediating Role of Customer Satisfaction. Journal of Relationship Marketing, 21(1), 1–26. https://doi.org/10.1080/15332667.2020.1840904
Kim, M. J., Lee, C.-K., & Jung, T. (2020). Exploring Consumer Behavior in Virtual Reality Tourism Using an Extended Stimulus-Organism-Response Model. Journal of Travel Research, 59(1), 69–89. https://doi.org/10.1177/0047287518818915
Linardi, M. D., & Rahyuda, I. K. (2019). PERAN CUSTOMER SATISFACTION MEMEDIASI PENGARUH BRAND IMAGE TERHADAP WOM DALAM FAST FASHION RETAIL. E-Jurnal Manajemen Universitas Udayana, 8(10), 6199. https://doi.org/10.24843/EJMUNUD.2019.v08.i10.p17
Listaky, J., Manajemen, J., Bisnis, F., & Ekonomika, D. (n.d.). PENGARUH PERCEIVED SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY PADA THE EMDEE SKIN CLINIC DI SURABAYA. www.businessnews.co.id/
Malhotra, G., Leslie, D. S., Ludwig, C. J. H., & Bogacz, R. (2017). Overcoming indecision by changing the decision boundary. Journal of Experimental Psychology: General, 146(6), 776–805. https://doi.org/10.1037/xge0000286
Mehta, A. M. (2020). HOW BRAND IMAGE AND PERCEIVED SERVICE QUALITY AFFECT CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION. In Academy of Marketing Studies Journal (Vol. 24, Issue 1).
Muharam, H., Chaniago, H., Endraria, E., & Harun, A. Bin. (2021). E-Service Quality, Customer Trust and Satisfaction: Market Place Consumer Loyalty Analysis. Jurnal Minds: Manajemen Ide Dan Inspirasi, 8(2), 237. https://doi.org/10.24252/minds.v8i2.23224
Özkan, P., Süer, S., Keser, İ. K., & Kocakoç, İ. D. (2020). The effect of service quality and customer satisfaction on customer loyalty: The mediation of perceived value of services, corporate image, and corporate reputation. International Journal of Bank Marketing, 38(2), 384–405. https://doi.org/10.1108/IJBM-03-2019-0096
Permana, H., & Djatmiko, T. (2018). Analisis Pengaruh Kualitas Layanan Elektronik (E-Service Quality) Terhadap Kepuasan Pelanggan Shopee di Bandung. SOSIOHUMANITAS, 20(2), 64–78. https://doi.org/10.36555/sosiohumanitas.v20i2.112
Pradnyana, I. B. P., & Suryanata, I. G. N. P. (2021). PENGARUH HARGA, PROMOSI DAN KUALITAS PELAYANAN TERHADAP BRAND IMAGE GRAB DENGAN KEPUASAN KONSUMEN. E-Jurnal Manajemen Universitas Udayana, 10(1), 82. https://doi.org/10.24843/EJMUNUD.2021.v10.i01.p05
Proctor T. (2007). Public Sector Marketing. Pearson Education.
Schiffman, L., & Kanuk, L. (2018). Perilaku Konsumen (7th ed.). PT Indeks.
Slack, N. J., & Singh, G. (2020). The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction : Supermarkets in Fiji. TQM Journal, 32(3), 543–558. https://doi.org/10.1108/TQM-07-2019-0187
Tjiptono, F., & Diana, A. (2020). Pemasaran. ANDI.
Zelenskaya, E., & Elkanova, E. (2021). Designing place brand architecture: the potential of a sub-brands strategy. Journal of Product and Brand Management, 30(1), 167–179. https://doi.org/10.1108/JPBM-08-2019-2551
Published
2024-03-02
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Articles
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