The Role of Consumer Involvement as a Moderating Variable: The Relationship Between Consumer Satisfaction and Corporate Image on Service Loyalty

Chalil, Rifyal Dahlawy; Dharmmesta, Basu Swastha

doi:10.18488/journal.2/2015.5.6/2.6.303.319

Cited by 14 publications

(33 citation statements)

References 25 publications

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“…Perilaku pembelian konsumen terkait dengan involvement karena konsumen memiliki perbedaan involvement dalam mencari dan mempertimbangkan informasi terhadap suatu produk atau jasa (Bloemer & de Ruyter, 1999;Chalil & Dharmmesta, 2015;Dholakia, 2001;Lada et al, 2014;Laurant & Kapferer, 1985;Lin & Chen, 2006;Michaelidou & Dibb, 2008;Traylor, 1984). Pengertian tersebut mengindikasikan bahwa involvement memoderasi perilaku konsumen.…”

Section: Kajian Literaturunclassified

“…Pengertian tersebut mengindikasikan bahwa involvement memoderasi perilaku konsumen. Involvement berpengaruh terhadap keputusan pembelian (Rothschild, 1984) yang diindikasikan berbeda setiap pelanggan (Bloemer & de Ruyter, 1999;Chalil & Dharmmesta, 2015;Dholakia, 2001;Lada et al, 2014;Laurant & Kapferer, 1985;Lin & Chen, 2006;Michaelidou & Dibb, 2008;Traylor, 1984), karena tingkat involvement pelanggan dalam keputusan pembelian dipengaruhi oleh kebutuhan, ketertarikan dan nilai-nilai pelanggan (Zaichkowsky, 1985).…”

Section: Kajian Literaturunclassified

“…Perbedaan tingkat involvement tersebut mengindikasikan adanya peran sebagai variabel pemoderasi meskipun dalam penelitian sebelumnya terdapat keragaman hasil pada penelitian dengan konteks loyalitas pelanggan. Hal tersebut mengindikasikan bahwa involvement terkait dengan perilaku konsumen dalam melakukan pembelian suatu produk, karena konsumen memiliki perbedaan dalam mencari dan merespon informasi dan pertimbangan lainnya dalam memutuskan pembelian (Bloemer & de Ruyter, 1999;Chalil & Dharmmesta, 2015;Dholakia, 2001;Lada et al, 2014;Laurant & Kapferer, 1985;Lin & Chen, 2006;Michaelidou & Dibb, 2008;Traylor, 1984).…”

Section: Pengaruh Involvement Dalam Memoderasi Model Penelitianunclassified

“…Secara teori, involvement merupakan variabel yang membedakan pelanggan, karena memotivasi perilaku, sehingga keputusan pembelian, evaluasi atribut produk, proses pemilihan produk, dan ukuran tingkat kepuasan pelanggan dipengaruhi oleh involvement pelanggan (Laurant & Kapferer, 1985). Involvement merupakan variabel moderator yang mempengaruhi keputusan pembelian (Bloemer & de Ruyter, 1999;Chalil & Dharmmesta, 2015;Dholakia, 2001;Lada et al, 2014;Laurant & Kapferer, 1985;Lin & Chen, 2006;Michaelidou & Dibb, 2008;Traylor, 1984), dan berpengaruh terhadap strategi pemasaran (Raj Arora, 1993). Indikator involvement dalam penelitian ini mengadopsi dari Personal Involvement Inventory (Zaichkowsky, 1985), yaitu terdapat banyak perbedaan diantara merk smatrphone, tertarik membaca laporan pelanggan mengenai smatrphone, membandingkan karakteristik produk smatrphone, memiliki merk smatrphone yang paling disukai, mencari informasi bagaimana smatrphone tersebut diproduksi.…”

Section: Pengaruh Involvement Dalam Memoderasi Model Penelitianunclassified

“…Sidin, & Kenny, Cheng, 2014;Laurant & Kapferer, 1985;Lin & Chen, 2006;Michaelidou & Dibb, 2008;Traylor, 1984). Konsumen yang secara aktif mencari dan mempertimbangkan informasi dalam memutuskan pembelian suatu produk dikelompokan sebagai involvement tinggi, sedangkan kelompok involvement rendah adalah konsumen yang cenderung pasif dalam mencari informasi dan mempertimbangkan informasi suatu produk dalam melakukan pembelian (Bloemer & de Ruyter, 1999;Chalil & Dharmmesta, 2015;Dholakia, 2001;Lada et al, 2014;Laurant & Kapferer, 1985;Lin & Chen, 2006;Michaelidou & Dibb, 2008;Traylor, 1984).. Involevement merupakan konsep penting dalam pemasaran karena seringkali digunakan dalam melakukan klasifikasi produk dan segmentasi pasar (Michaelidou & Dibb, 2008).…”

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Peran Involvement Sebagai Variabel Pemoderasi Model Loyalitas Pelanggan

Setyanta

2018

JEBIK

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This research aims to identify the role of involvement as a moderating variable in the model of customer loyality. The population in this study is the Xiaomi smartphone users in Yogyakarta. Data is collected through survey method that is guided by questionnaire. The data samples are 200 respondents to eligible the data analysis by structural equation modeling. The results indicate that the involvement moderates the effect of perceived quality, perceived price and after-sales service towards customer satisfaction.. Besides, the result is the involvement moderates the effect of customer satisfaction on customer loyalty. The results are used to develop strategies to effectively increase customer loyalty by designing a stimulus to increase customer loyalty considering the level of customer involvement.

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Section: Kajian Literaturunclassified

Section: Pengaruh Involvement Dalam Memoderasi Model Penelitianunclassified

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Peran Involvement Sebagai Variabel Pemoderasi Model Loyalitas Pelanggan

Setyanta

2018

JEBIK

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What drives supportive intentions towards a dark tourism site?

Cheng²

2018

Journal of Tourism Research

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This paper aims to explore the structural relationship between supportive intentions towards a dark tourism site and their 7 drivers-participation, innovation, experiential risk, experiential memorability, experiential satisfaction, experiential trust, and experiential involvement of dark tourism sites. A convenience sample of 546 tourists to the Beichuan earthquake relics was surveyed. The results will assist tourism management in developing and implementing marketorientated service strategies to increase site participation, site innovation, site experiential memorability, enhance site experiential satisfaction, site experiential trust, and site experiential involvement in order to enable tourists to have intentions to support their dark tourism sites. KEYWORDS site experiential involvement, site experiential risk, site experiential satisfaction, site experiential trust, supportive intentions towards a dark tourism site

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What drives spectators’ experiential loyalty? A case study of the Olympic Football Tournament Rio 2016

Cheng²

2018

APJML

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Purpose The purpose of this paper is to examine the relationships among the experiential quality (EQ) dimensions, experiential satisfaction (ES), experiential involvement (EI), host city image (HCI), experiential equity (EE), spectator affection (SA) and experiential loyalty (EL) in the sport context. Design/methodology/approach The data used in this study were based on a sample of 674 spectators from the finals of the men’s and women’s football tournaments held at the Maracanã Stadium in Rio, indicating that the proposed model fitted the data. Findings Findings show that the six EQ dimensions physical environment quality, outcome quality, access quality (AQ), game quality, trip quality (TQ) and security quality (SQ), EI, EE, HCI and SA positively influence ES. Also, EI moderates the relationship between HCI and EL. Moreover, EL is influenced by EI, HCI, SA and ES. Practical implications Results will assist sport management in developing and implementing market-orientated service strategies to increase the EQ dimensions, ES, EI, EE, HCI and SA in order to increase EL. Originality/value This study provides data that result in a better understanding of the relationships among the EQ dimensions, ES, EI, HCI, EE, SA and EL in the sporting context.

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The Role of Consumer Involvement as a Moderating Variable: The Relationship Between Consumer Satisfaction and Corporate Image on Service Loyalty

Cited by 14 publications

References 25 publications

Peran Involvement Sebagai Variabel Pemoderasi Model Loyalitas Pelanggan

Peran Involvement Sebagai Variabel Pemoderasi Model Loyalitas Pelanggan

What drives supportive intentions towards a dark tourism site?

What drives spectators’ experiential loyalty? A case study of the Olympic Football Tournament Rio 2016

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