Peran Customer Value dalam Memediasi Pengaruh Monetary Sacrifice dan Service Benefit Terhadap Repurchase Intention
Abstract
Repurchase intentions occur when service users or customers are satisfied and get what they need. This study aims to determine the effect of monetary sacrifice and service benefits on repurchase intention mediated by customer value. This research was conducted on customers of PT. Garuda Indonesia Persero Tbk. The number of samples taken was 112 respondents, with nonprobability sampling method. Data collection was obtained from distributing questionnaires. Data analysis using path analysis and multiple test. The results of this study indicate that monetary sacrifice has a positive effect on customer value. Service benefit has a positive effect on customer value. Monetary sacrifice has a positive effect on repurchase intention. Service benefit has a positive effect on repurchase intention. Customer value has a positive effect on repurchase intention. Monetary sacrifice positively influences repurchase intention mediated by customer value. Service benefit has a positive effect on repurchase intention mediated by customer value. The implication of this research is expected to be a reference for the management of PT. Garuda Indonesia Persero Tbk. in providing benefits in the form of good service and giving a special impression to customers.
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Teas, R. and Agarwal, S. 2000. The Effects of Extrinsic Product Cues on Consumers Perceptions of Quality, Sacrifice, and Value. Journal of the Academy of Marketing Science. Vol. 28 No. 2, pp. 278-90.
Walter, A., Ritter, T. dan Gemunden, H. 2001. Value-Creation in Buyer-Seller Relationships: Theoretical Considerations and Empirical Results From A Suppliers Perspective. Industrial Marketing Management. Vol. 30, pp. 365-77.
Wijanarko, K. S. 2014. Pengaruh nilai pelanggan terhadap kepuasan serta dampaknya terhadap loyalitas menggunakan smartphone samsung galaxy series di kota palu. E-Journal Katalogis. Vol. 2 No. 7. Juli 2014
Woodall, Tony. 2003. Conceptualising ‘Value For The Customer’: An Attributional, Structural and Dispositional Analysis. Journal Academy of Marketing Science Review. No. 12, pp. 1-42.
Adixio, Riko Firmawan dan Saleh, Laila. 2013. Pengaruh Kualitas Layanan Dan Nilai Yang Dirasakan Terhadap Niat Pembelian Ulang Melalui Mediasi Kepuasan Pelanggan Restoran Solaria Di Surabaya. Journal Of Business & Banking. Vol. 3 No.2 2013
Ardhanari, Margaretha. 2008. Customer Satisfaction Pengaruhnya Terhadap Brand Preference Dan Repurchase Intention Private Brand. Jurnal Riset Ekonomi dan Bisnis Universitas Pembangunan Negeri Surabaya.Vol .8 No. 2 September 2008
Ariadewi, Astarina. 2015. Analisis Pengaruh Lifestyle Kualitas Pelayanan Dan Perceived Value Terhadap Customer Value Untuk Meningkatkan Minat Beli Pelanggan Pada Apartemen Di Kota Semarang (Studi pada MG.Suites Apartemen, Star Apartemen dan The Parama Graha Apartemen). Undergraduate thesis, Fakultas Ekonomika dan Bisnis Universitas Diponegoro.
Aryadhe, Pebriana dan Rastini. N.M. 2016. Kualitas Pelayanan, Kualitas Produk Dan Citra Merek Terhadap Niat Beli Ulang Di PT Agung Toyota Denpasar. E-Jurnal Manajemen Unud, Vol. 5, No.9, 2016:5695-5721
Astarina, I.G.A., Giantari, I.G.A.K., dan Kerti Yasa, N.N. 2017. Peran Kepercayaan Memediasi Pengaruh Pengalaman Terhadap Niat Menggunakan Kembali Jasa Go-Jek Di Kota Denpasar. E-Jurnal Manajemen Universitas Udayana. Vol. 6, No. 5
Beldona, S., and Kher, H. V. (2015). The Impact of Customer Sacrifice and Attachment Styles on Perceived Hospitality. https://doi.org/10.1177/1938965514559048
Bolton, R., Kannan, P. dan Bramlett, M. 2000. Implications Of Loyalty Program Membership And Service Experiences For Customer Retention and Value. Journal Of The Academy Of Marketing Science. Vol. 28 No. 1, pp. 95-108.
Dharmayana, I.M. Arya dan Rahanata, Gede Bayu. 2017. Pengaruh Brand Equity, Brand Trust, Brand Preference, dan Kepuasan Pelanggan Terhadap Niat Membeli Kembali. E-Jurnal Manajemen Universitas Udayana. Vol. 6, No. 4, 2017: 2018-2046
Diab, Balqis. 2009. Analisis Pengaruh Nilai Pelanggan dan Citra Merek terhadap Kepuasan Pelanggan dalam Meningkatkan Retensi Pelanggan (Studi Kasus pada Gies Batik Pekalongan). Tesis Program Studi Magister Manajemen Universitas Diponegoro.
Flint, D.J., Woodruff, R.B. dan Gardial, S.F. 1997. Customer Value Change in Industrial Marketing Relationships: A Call For New Strategies and Research. Industrial Marketing Management. Vol. 26, pp. 163-75.
Ghozali, Imam. 2013. Aplikasi Analisi Multivariate dengan program SPSS. Edisi Keempat. Penerbit Universitas Diponegoro.
Huang, C. and Yuan, Kao. 2015. The Influence Of Perceived Value On Repurchase Intention : A Leading 3c Retailer In Taiwan As An Example. International Journal of Information Technology and Business Management. Vol. 43 No. 1. 29 November 2015
Ismail, H. dan Khatibi, A. 2004. Study of The Relationship Between Perception of Value and Price and Customer Satisfaction: The Case of Malaysian Telecommunications Industry. Journal of American Academy of Business. Vol. 4 Nos 1/2, pp. 309-13.
Kothari, A. dan Lackner, J. 2006. A Value Based Approach to Management. Journal of Business and Industrial Marketing. Vol. 21 No. 4, pp. 243-9.
Kotler, Philip dan Amstrong. 2014. Principle Of Marketing Management, Edisi 14. England : Pearson Education Limited
Kotler, Philip dan Keller. 2016. Marketing Managemen,. Edisi 15. England : Pearson Education Limited
Kumar, Piyush. 2002. The Impact of Performance, Cost, and Competitive Considerations on The Relationship Between Satisfaction and Repurchase Intent in Business Markets. Journal Of Service Research. Vol. 5 No. 1, pp. 55-68.
Lapierre, Jozee. 2000. Customer-perceived value in industrial contexts. Journal of Business and Industrial Marketing. Vol. 15 Nos 2/3, pp. 122-40.
Lindgreen, A. dan Wyndstra, F. 2005. Value in Business Markets: What Do We Know? Where Are We Going?. Industrial Marketing Management. Vol. 34, pp. 732-48.
Lin, C., Sher, P. dan Shih, H. 2005. Past Progress and Future Direction in Conceptualizing Customer Perceived Value. International Journal of Service Industry Management. Vol. 16 No. 4, pp. 318-36.
Lupiyoadi dan A. Hamdani. 2011. Manajemen Pemasaran Jasa, Edisi 2. Jakarta: Salemba Empat.
Moller, K. dan Torronen, P. 2003. Business Suppliers Value Creation Potential: A Capability-Based Analysis. Journal of Industrial Marketing Management. Vol. 32, pp. 109-18.
Murphy, Richard. 2002. The Correlative Relationship Between Value, Price and Cost. Journal of American Academy of Business. Vol. 2 No. 1, pp. 204-10.
Oceani dan Sutopo. 2017. Analisis Pengaruh Citra Merek, Nilai Pelanggan, Dan Kepuasan Pelanggan Terhadap Minat Beli Ulang Pelanggan Tupperware Di Magelang. Diponegoro Journal of Management. Vol. 6 No. 1 Tahun 2017.
Olaru, D., Purchase, S. dan Peterson, N. 2008. From Customer Value to Repurchase Intentions and Recommendations. Journal of Business and Industrial Marketing. 23/8 (2008) 554–565
Palma, M. A. dan Anik, L. A. 2016. Pengaruh Kualitas Produk, Kemudahan, dan Harga Terhadap Niat Beli Ulang Dengan Kepuasan Sebagai Variabel Intervening. Jurnal Riset Ekonomi dan Manajemen Universitas Negeri Surabaya. Volume 16, No. 1, Januari – Juni (Semester I) 2016, Halaman 84-104
Ravald, A. dan Gronroos, C. 1996. The Value Concept and Relationship Marketing. European Journal of Marketing. Vol. 30 No. 2, pp. 19-30.
Resti, Devi dan Soesanto. 2016. Pengaruh Persepsi Harga, Kualitas Pelayanan Melalui Kepuasan Pelanggan Terhadap Minat Beli Ulang Pada Rumah Kecantikan Sifra Di Pati. Jurnal Ekonomi Universitas Diponegoro. Volume 5, Nomor 1, Halaman 1-12
Sugiyono. 2014. Metode Penelitian Bisnis. Bandung : Alfabeta
Sheth, J.N., Newman, dan Gross. 2001. Consumption Values and Market Choices: Theory and Applications. Southwestern Publishing. Cincinati. OH
Solimun. 2005. Permodelan Statistika Pada Analisis Reliabilitas Dan Survival. Malang : UB Press
Sukarno, Gendut dan Sumarto. 2005. Pengaruh Pengorbanan dan Kualitas Layanan Terhadap Keputusan Pembelian Ulang. Jurnal Fakultas Ekonomi. Universitas Pembangunan Nasional Veteran (UPN) Surabaya. Vol. 9 No. 4 : 545-564
Sweeny, J. dan Webb, D. 2007. How Functional, Psychological, and Social Relationship Benefits Influence Individual and Firm Commitment to The Relationship. Journal of Business and Industrial Marketing. Vol. 22 No. 5.
Tanujaya, Andrea. 2012. Pengaruh Customer Value Terhadap Customer Loyalty Melalui Customer Satisfaction Pada 3second Royal Plaza Surabaya. Jurnal Ilmiah Mahasiswa Manajemen . Universitas Katolik Widya Mandala Surabaya. Vol 1. No 2
Teas, R. and Agarwal, S. 2000. The Effects of Extrinsic Product Cues on Consumers Perceptions of Quality, Sacrifice, and Value. Journal of the Academy of Marketing Science. Vol. 28 No. 2, pp. 278-90.
Walter, A., Ritter, T. dan Gemunden, H. 2001. Value-Creation in Buyer-Seller Relationships: Theoretical Considerations and Empirical Results From A Suppliers Perspective. Industrial Marketing Management. Vol. 30, pp. 365-77.
Wijanarko, K. S. 2014. Pengaruh nilai pelanggan terhadap kepuasan serta dampaknya terhadap loyalitas menggunakan smartphone samsung galaxy series di kota palu. E-Journal Katalogis. Vol. 2 No. 7. Juli 2014
Woodall, Tony. 2003. Conceptualising ‘Value For The Customer’: An Attributional, Structural and Dispositional Analysis. Journal Academy of Marketing Science Review. No. 12, pp. 1-42.
Published
2020-02-14
How to Cite
QURANANDA, Angga Cahya; GIANTARI, I Gusti Ayu Ketut.
Peran Customer Value dalam Memediasi Pengaruh Monetary Sacrifice dan Service Benefit Terhadap Repurchase Intention.
Matrik : Jurnal Manajemen, Strategi Bisnis dan Kewirausahaan, [S.l.], p. 71 - 81, feb. 2020.
ISSN 2302-8890.
Available at: <https://ojs.unud.ac.id/index.php/jmbk/article/view/52288>. Date accessed: 19 apr. 2024.
doi: https://doi.org/10.24843/MATRIK:JMBK.2020.v14.i01.p08.
Section
Articles
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
