PENGARUH E-SERVQUAL TERHADAP E-SATISFACTION, E-WOM DAN ONLINE REPURCHASE INTENTION
Abstract
Penelitian ini secara spesifik bertujuan untuk menguji dan menjelaskan pengaruh  e-service quality terhadap e-satisfaction, e-word of mouth dan online repurchase intention konsumen pada Hotel Bintang Tiga di Provinsi Lampung. Penelitian ini bersifat explanatory research yang menjelaskan hubungan kausal antara variabel melalui pengujian hipotesis. Jumlah sampel dalam penelitian ini 142 konsumen hotel yang pernah menginap dan melakukan reservasi (pemesanan kembali) secara online melalui website pemesanan hotel di salah satu Hotel Bintang Tiga di Provinsi Lampung. Teknis analisis data menggunakan analisis Generalized Structured Component Analysis (GSCA). Temuan penelitian menunjukan bahwa lima hipotesis yang diajukan diterima yang bermakna terdapat pengaruh  yang  signifikan e-service quality  terhadap   e-satisfaction, e-word of mouth dan online repurchase intention.
Kata kunci: E-ServQual; E-Satisfaction; E-WOM; Online Repurchase Intention
Full Text:
PDFReferences
Aksu, A.A., and Tarcan, E. 2002. “The Internet and five star hotels: A case study from the Antalya region in Turkeyâ€. International Journal of Contemporary Hospitality Management, 14 (2): 94-97. DOI: 10.1108/ 09596110210419 282.
Alireza, F., Ali, K., and Aram, F. 2011. “How Quality, Value, Image, and Satisfaction Create Loyalty at an Iran Telecomâ€. International Journal of Business and Management, 6 (8): 271-281.
Anderson, R. E., and Srinivasan, S. S. 2003. “E-Satisfaction and e-loyalty: a contingency frameworkâ€. Psychology and Marketing, 20 (2): 123-138.
Arasli, H., Mehtap-Smadi, A., Katircioglu, A.T. 2005. “Customer Service Quality in the Greek Cypriot Banking Industryâ€. Managing Service Quality, 15:41-56.
Bulut, A. Z. 2015. “Determinants of repurchase intention in online shopping: a Turkish consumer’s perspectiveâ€. International Journal of Business and Social Science, 6 (10): 55–63.
Butt, M.M., and Aftab,M. 2013. "Incorporating attitude towards Halal banking in an integrated service quality, satisfaction, trust and loyalty model in online Islamic banking context". International Journal of Bank Marketing, 31 (1): 6-23.
Cerri, Shpetim. 2012. “Exploring the Relationships among Service Quality, Satisfaction, Trust and Store Loyalty among Retail Customersâ€. Journal of Competitiveness, 4 (4): 16-35. DOI:10.7441/joc.2012.04.02.
Chamcuntra, S., and Fongsuwan, W. 2014. “Customer repurchase intention, trust and customer satisfaction influencing outsourced employees at kasikornbank bank publict company limites (Thailand)â€. International Journal of Arts and Sciences, 7 (3): 233-242.
Chase, R. B., Jacobs, F. R., and Aquilano, N. J. 2006. Operations Management for Competitive Advantage. 11th Ed. New York: McGraw Hill.
Chase, M.E. 2006. Identity Development And Body Image Dissatisfaction Action In College Females. University Of Wisconsin.
Cyr, D. 2008. “Modeling Website Design Across Cultures: Relationship to Trust, Satisfaclion, and E-Ioyaltyâ€. Journal of Management Information Systems, 24 (4): 47-72.
Dabholkar, P.A., Shepherd, C.D., and Thorpe, D.I. 2000. “A Comprehensive Framework for Service Quality: An Investigation of Critical Conceptual and Measurement Issues Through a Longitudinal Studyâ€. Journal of Retailing, 76 (2): 139-173.
Dellarocas, C. 2003. “The Digitization of Word-of-Mouth: Promise and Challenges of Online Feedback Mechanisms†(March 2003). MIT Sloan Working Paper No. 4296-03. Available at SSRN: https://ssrn.com/abstract=393042.
East, R., Hammond, K., and Lomax, W. 2008. “Measuring the impact of positive and negative word of mouth on brand purchase probabilityâ€. International Journal of Research in Marketing. 25 (3), 215-224.
Fang, Y. H., Chiu, C.M., and Wang, E.T. 2011. “Understanding cus-tomers’ satisfaction and repurchase intentions: An integration of IS success model, trust, and justiceâ€. Internet Research, 21 (4): 479-503.
Ferdinand, A. 2002. Metode Penelitian Manajemen: Pedoman Penelitian untuk skripsi, Tesis dan Disertai Ilmu Manajemen. Semarang: Universitas Diponegoro.
Flavian, C., Guinaliu, M., and Gurrea, R. 2006. “The Role Playedby Perceived Usability, Satisfaction and Consumer Trust onWebsite Loyaltyâ€. Information and Management (43): 1-14.
Gefen, D. 2002. “Customer Loyalty in E-Commerceâ€. AIS Educator Journal, 3 (1): 27-51. DOI: 10.17705/1jais.00022.
Goyette, I., Richard, L., Bergeron, J., and Martictte. F. 2012. “E-WOM scale: Word-of-mouth measurement scale for eservice contextâ€. Canadian Journal of Administrative Sciences, 27 (1): 5-23.
Gruen, T., Osmonbekov, T., and Czaplewski, A.J. 2006. “e-WOM: The impact of customer-to-customer online know-how exchange on customer value and loyaltyâ€. Journal of Business Research, 59 (4): 449-456.
Hennig-Thurau, T., Gwinner, K.P., Walsh, G., and Gremler, D.D. 2004. “Electronic word of mouth via Consumer-Opinion Platforms: What motivates customer articulation themselves on the internet?â€. Journal of Interactive Marketing, 18 (1): 38-52. DOI: 10.1002/dir.10073.
Grönroos, C., Helnomen, F., Isoniemi. K, and Lindholm, M. 2000. “The Net Offer model: A case example from the virtual marketspaceâ€. Management Decision, 38 (4): 243- 252.
Hume, M., and Mort, G.S. 2010. “The consequence of appraisal emotion, service quality, perceived value and customer satisfaction on repurchase intent in the performing artsâ€. Journal of Services Marketing, 24(2): 170-182. http://dx.doi.org/10.1108/08876041011031136.
Jalilvand, M.R., Samiei, N., Dini, B., and Manzari, P.Y. 2012. “Examining the Structural Relationships of E-Word of Mouth, Destination Image, Tourist Attitude Toward Destination and Travel Intention: An Integrated Approach". Journal of Destination Marketing & Management, 1 (1-2): 134-143. https://doi.org/10.1016/j.jdmm. 2012.10.001.
Jeong, M., and Lambert, C.U. 2001. “Adaptation of an information quality framework to measure customers’ behavioral intentions to use lodging Web sitesâ€. International Journal of Hospitality Management, 20(2): 129-146. DOI: 10.1016/S0278-4319(00)00041-4.
Kandampully, J and Suhartanto, D. 2000. “Customer loyalty in the hotel industry, the role of customer satisfaction and imageâ€, International Jurnal of Contemporary Hospitality Management, 12 (16): 346-351.
Kassim, N., and Abdullah, N.A. 2010. "The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: a cross cultural analysis". Asia Pacific Journal of Marketing and Logistics, 22(3):51-371. DOI:10.1108/13555851011062269.
Katz, E., and Lazarsfeld, P. F. 1955. Personal influence: The part played by people in theflow of mass communication. Glencoe, IL: Free Press.
Keller, K.L. 1993. Strategic brand management: Building, measuring, and managing brand equity, 3rd edition. Harlow Upper Saddle River, N.J.: Prentice Hall.
Kim, J., Jin, B., and Swinney, J.L. 2009. “The role of etail quality, e-satisfaction, and e-trust in online loyalty development processâ€. Journal of Retailing and Consumer Services, 16: 239-247.
Kim, S.H., Singh, A.J., and Yoon, S. 2012. â€Evaluating applicability of e-service quality in online hotel bookingsâ€. Hospitality Review, 30 (1): 73-91.
Kotler, Philip. 2009. The Marketing of Nations. The Free Press: New York.
Kotler, P., and Keller, K.L. 2012. Manajemen Pemasaran, Edisi 113, Jilid I, Indeks. Jakarta.
Kurtz, D.L., and Clow, K.E. 1998. Service Marketing. New York: Wiley and Sons.
Lee, H. A., Guillet, B. D., and Law, R. 2012. “An examination of the relationship between online travel agents and hotels : A case study of choice hotels international and expedia.com.†Focus on Information Technology, 54 (1): 95-107.
Lee, G.G and Lin, H.F. 2011. “Customer perception of e-service quality in online shoppingâ€. International Journal of Retail and Distribution Management. 33 (2): 161-176.
Liu, T.H. 2012. “Effect of E-service Quality on Customer Online Repurchase Intentionâ€. Lynn University.
Litvin, S.W., Goldsmith, R.E. and Pan, B. 2008. “Electronic word-of-mouth in hospitality and tourism managementâ€. Tourism Management, 29 (3): 458-468.
Lupiyoadi, R. 2001. Manajemen Pemasaran Jasa. Jakarta: Salemba Empat.
Matute, J., Polo-Redondo, Y., and Utrillas, A. 2016. "The influence of EWOM characteristics online repurchase intention: Mediating roles of trust and perceived usefulness". Online Information Review, 40 (7): 1090-1110, https://doi.org/10.1108/OIR-11-2015-0373.
Moningka and Loindong. 2016. “Service quality and customer loyalty in the commercial airline industryâ€. Journal of Travel Research, 35: 50-65.
Oliver, R. L. 1997. Satisfaction: A Behaviourial Perspective On The Consumer. New York: McGrawrHill Companies, Inc.
Parastanti, G.P., Srikandi, K., dan Kadarisman, H. 2014. “Pengaruh Prior Online Purchase experience terhadap Trust dan Online Repurchase Intention. Jurnal Administrasi Bisnis (JAB), 16 (1):1-7.
Ribbink, D., van Riel, A.C.R., Liljander, V., and Streukens, S. 2004. “Comfort your online customer: quality, trust, and loyalty on the internet’’. Managing Service Quality, 14 (6): 446-456.
Sabiote, Carmen M., Dolores M.F., J. Alberto Castaneda. 2012. “E-service quality as antecedent to e-satisfaction The moderating effect of cultureâ€. Online Information Review Vol. 36 No. 2.
Sen, S., and Lerman, D. 2007. Why are you telling me this? An examination into negative consumers reviews on the webâ€. Journal of Interactive Marketing, 21 (4): 76-94.
Solimun. 2013. Structural Equation Modeling Lisrel dan Amos. Malang: Fakultas MIPA Universitas Brawijaya.
Swaid, S. I. and Wigand, R. T. 2007. “Key dimensions of e-commerce service quality and its relationships to satisfaction and loyaltyâ€. 20th Bled e-Conference e-Mergence: Merging and Emerging Technologies, Processes, and Institutions, Bled-Slovenia.
Wang. Y., Lo, H.P., and Hui, Y.V. 2003. “The antecedents of service quality and product quality and their lnfluences on bank reputation: Evidence from the banking industry in Chinaâ€. Managing Service Quality: An International Journal,13 (1): 72- 83.
Zeng. F., Hu, Z., Chen, R. and Yang, Z. 2009. “Determinants of online service satisfaction and their impacts on behavioral intentionsâ€. Total Quality Management and Business Excellence, 20 (9): 953-969.
Zeithmal, V.A., and Bitner, M.J 2006. Service Marketing (4th ed.). New York : McGraw Hill, International Edition
DOI: https://doi.org/10.52657/jiem.v12i1.1450
Refbacks
- There are currently no refbacks.
Ciptaan disebarluaskan di bawah Lisensi Creative Commons Atribusi-BerbagiSerupa 4.0 Internasional.