THE INFLUENCE OF GREEN PERCEIVED QUALITY AND GREEN PERCEIVED RISK ON GREEN SATISFACTION AND GREEN TRUST OF SHARP AIR-CONDITIONING IN SURABAYA
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Keywords:
Green Perceived Quality, Green Perceived Risk, Green Satisfaction, Green Trust
Abstract
Abstract – This research is conducted to find out the influence of green perceived quality and green perceived risk on green satisfaction and green trust of consumers of Sharp Air-Conditioning in Surabaya. The model in this study used five hypotheses. This research is causal research with quantitative method. This study used purposive sampling approach, which the sample consists of respondents who have bought and experience Sharp Air-Conditioning in Surabaya within one year. There are 190 respondents in this study. The analysis in this study used a model of SEM (Structural Equation Modeling), and processed using SPSS 20.0 for WINDOWS and LISREL 8.80 for Measurement and Structural Model. The result shows that green perceived quality and green perceived risk has influence on consumer green satisfaction of Sharp AirConditioning in Surabaya. Moreover, green perceived quality, green perceived risk, and green satisfaction has influence on consumer green trust of Sharp AirConditioning in Surabaya.
Keywords: Green Perceived Quality, Green Perceived Risk, Green Satisfaction, Green Trust
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References
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Ganesan, S. (1994), “Determinants of long-term orientation in buyer-seller relationships”, Journal of Marketing, Vol. 58 No. 2, pp. 1-19.
Garbarino, E. and Johnson, M.S. (1999), “The different roles of satisfaction, trust, and commitment in consumer relationships”, Journal of Marketing, Vol. 63 No. 2, pp. 70-87.
Geyskens, I., Steenkamp, J. and Kumar, N. (1999), “A meta analysis of satisfaction in marketing channel relationships”, Journal of Marketing Research, Vol. 36 No. 2, pp. 223-38.
Gregg, D.G. and Walczak, S. (2008), “Dressing your online auction business for success: an experiment comparing two e-Bay businesses”, MIS Quarterly, Vol. 32 No. 3, pp. 653-70.
Haden, S.S.P., Oyler, J.D. and Humphreys, J.H. (2009), “Historical, practical, and theoretical perspectives on green management: an exploratory analysis”, Management Decision, Vol. 47 No. 7, pp. 1041-55.
Harridge-March, S. (2006), “Can the building of trust overcome consumer perceived risk online?”, Marketing Intelligence & Planning, Vol. 24 No. 7, pp. 746-61.
Horppu, M., Kuivalainen, O., Tarkiainen, A. and Ellonen, H.K. (2008), “Online satisfaction, trust and loyalty, and the impact of the offline parent brand”, Journal of Product & Brand Management, Vol. 17 No. 6, pp. 403-13.
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Johnson, M.S., Sivadas, E. and Garbarino, E. (2008), “Customer satisfaction, perceived risk and affective commitment: an investigation of directions of influence”, Journal of Services Marketing, Vol. 22 No. 5, pp. 353-62.
Kim, C., Zhao, W. and Yang, K.H. (2008), “An empirical study on the integrated framework of e-crm in online shopping: evaluating the relationships among perceived value, satisfaction, and trust based on customers’ perspectives”, Journal of Electronic Commerce in Organizations, Vol. 6 No. 3, pp. 1-19.
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McKnight, D.H., Kacmar, C.J. and Choudhury, V. (2004), “Dispositional trust and distrust distinctions in predicting high-and low-risk internet expert advice site perceptions”, e-Service Journal, Vol. 3 No. 2, pp. 35-58.
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Pavlou, P.A. and Gefen, D. (2004), “Building effective online marketplaces with institution-based trust”, Information Systems Research, Vol. 15 No. 1, pp.37-59.
Peter, J.P. and Ryan, M.J. (1976), “An investigation of perceived risk at the brand level”, Journal of Marketing Research, Vol. 13 No. 2, pp. 184-9.
Polonsky, M.J. (1994), “An Introduction to Green Marketing”, Electronic Green Journal, Vol. 1 No. 2
Shah, R. and Pillai, P. (2012), “Consumer’s environmental concern and its Influence on their purchase intention: SEM approach”, International Journal of Management, Vol. 2, No. 1.
Snoj, B., Korda, A.P. and Mumel, A. (2004), “The relationships perceived quality, perceived risk and perceived product value”, Journal of Product & Brand Management, Vol. 13 No. 3, pp. 156-67.
Sweeney, J.C., Soutar, G.N, and Johnson, L.W. (1999), “The role of perceived risk in the quality-value relationship: a study in a retail environment”, Journal of Retailing, Vol. 75 No. 1, pp. 77-105.
Tsiotsou, R. (2006), “The role of perceived product quality and overall satisfaction on purchase intentions”, International Journal of Consumer Studies, Vol. 30 No. 2, pp. 207-17.
Yeh, Y.S. and Li, Y.M. (2009), “Building trust in m-commerce: contributions from quality and satisfaction”, Online Information Review, Vol. 33 No. 6, pp. 1066-86.
Yoo, B. and Donthu, N. (2001), “Developing and validating a multidimensional consumer-based brand equity scale”, Journal of Business Research, Vol. 52 No. 1, pp. 1-14.
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Published
2017-09-01
Section
Bidang International Business Network (IBN)
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