PENGARUH SERVICE QUALITY, SATISFACTION, STICKINESS, DAN USAGE INTENTION PADA PENGGUNAAN APLIKASI WHATSAPP DI SURABAYA
Abstract Views:
299 times
PDF - FULL TEXT Downloads:
416 times
Keywords:
Service Quality, Satisfaction, Stickiness, Usage Intention
Abstract
The purpose of this research is to understand and analyze the influenceof service quality, satisfaction, stickiness toward usage intentionon the application of WhatsApp in Surabaya. Data processing was conducted using software SPSS AMOS 20. The sampling technique thatused is non-probability sampling. 150 respondents, who qualify the specified characteristics of the population were the total of sample used in this research whichdistributed by off line quetionaire. The result of this research that there was a positive influence betweenenvironment quality on satisfaction, a positive influence between outcome quality on satisfaction, a positive influence between satisfaction on usage intention, a positive influence between satisfaction on stickiness, a positive influence between stickiness on usage intention and mediating role of stickiness between satisfaction and usage intention is confirmed.
Downloads
Download data is not yet available.
References
Brady, M.K., and Cronin, J., 2001, The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Consideration, Journal of Personality and Social Psychology, Vol 51, pp. 1173-1182.
Chen, Shih-Chih, David C. Yen, dan Mark I. Hwang, 2012, Factors Influencing The Continuance Intention to The Usage of Web 2.0: An Empirical Study, Conputer in Human Behavior, Vol 28, pp. 933-941.
Chen, X., Ma, J., and Fosh,P., 2013, Information Privacy, Gender Differences, and Intrinsic Mitovation in The Workplace, International Journal of Information Manageent, Vol 33, pp. 917-926.
Choi, Beom Joon dan Hyun Sik Kim, 2013, Hospital Service Quality and Its Effects on Patient Satisfaction and Behavioural Intention, Clinical Governance: An International Journal, Vol. 18 Iss 3, pp.238-264.
Dabholkar, Pratibha A. dan Jeffrey W. Overby, 2005, Linking Process and Outcome to Service Quality and Customer Satisfaction Evaluations An Investigation of Real Estate Agent Service, International Journal of
Service Industry Management, Vol. 16 Iss 1, pp. 10-27.
Fitzsimmons, James A. and Fitzsimmons, Mona J., 2008, Service Management: Operation, Strategy, Information Technology, Mc Graw Hill.
Gerpott, Torten J., Wolfgang Rams dan Andreas Schindler, 2001, Customer Retention, Loyalty, and Satisfaction in The German Mobile Cellular Telecommunications Market, Telecommunications Policy, Vol 25, pp.249- 269. Hawkins, Del I. and Mothersbaugh, David L., Consumer Behavior: Building Marketing Strategy, Twelfth Edition, Mc Graw Hill.
Hsu, Chien-Lung dan Yi-Chuan Liao, 2014, Exploring The Linkage Between Perceived Information Accessbility and Microblog Stickiness: The Moderating Role of a Sense of Community, Information & Management, Vol 51, pp. 833-844.
Kotler dan Amstrong, 2012, Principles of Marketing, Prentice-Hall: New Jersey. Kotler and Keller, 2014, Marketing Manajemen 14e Global Edition, Pearson.
Lien, Che-Hui, Cao, Yang, and Zhou, Xing, 2017, Service Quality, Satisfaction, Stickiness, and Usage Intention: An Exploratory Evaluation in The Context of WeChat Services, Computer in Human Behavior, Vol 68, pp. 403-410.
Lin, Jiun-Sheng dan Haw-Yi Liang, 2011, The Influence of Service Environments on Customer Emotion and Service Outcome, Managing Service Quality: An International Jurnal, Vol. 21 Issue:4, pp. 350-372.
Lovelock, Christopher H. dan Jochen Wirtz, 2007, Service Marketing: People, Technology, Strategy, 6 Edition, Pearson Education.
Lu, Yaobin, Long Zhang dan Bin Wang, 2009, A Multidimensional and Hierarchical Model of Mobile Service Quality, Electronic Commerce Research and Applications, Vol.8, pp. 228-240.
Moyes, D., Cano-Kourouklis, M., and Scot, J., 2016, Testing The Three Rs Model of Service Quality, The TQM Journal, Vol.28, Iss 3, pp. 455-466.
Nasution, M. Nur, 2015, Manajemen Mutu Terpadu: Total Quality Management, Cetakan 1, Edisi 3, Bogor: Penerbit Ghalia Indonesia.
Peter, J. Paul dan Jerry C. Olson, 2008, Consumer Behavior and Marketing Strategy, 8th Edition, McrGraw-Hill International Edition.
Powpaka, Samarta, 1996, The Role of Outcome Quality as a Determinant of Overall Service Quality in Different Categories of Services Industries: An Empirical Investigation, Journal of Services Marketing, Vol. 10 Iss 2, pp. 5- 25.
Schiffman, Leon.G. and Kanuk, Leslie Lazar, 2010, Consumer Behavior Glbal Edition 10 Edition, Pearson.
Silvestri, Cecilia, Barbara Aquilani dan Alessandro Ruggieri, 2017, Service Quality and Customer Satisfaction in Thermal Tourism, The TQM Journal, Vol. 29 Iss 1, pp. 55-81.
Tjiptono, Fandy, 2005, Pemasaran Jasa, Cetakan 1, Malang: Banyumedia Publishing.
Tjiptono, Fandy dan Chandra, Gregorius, 2016, Service, Quality & Satisfaction, Edisi IV, Yogyakarta: ANDI.
Tsao, W. U., 2014, Enhancing Competitive Advantages: The Contribution of Mediator and Moderator in Stickiness in The LINE, Journal of Retailing and Consumer Services, 21(6), pp 933-941.
Wu, Jyh-Jeng, Ying-Hueih Chen dan Yu-Shuo Chung, 2010, Trust Factors Influencing Virtual Community Members: A Study of Transaction Communities, Journal of Business Research, Vol. 63, pp. 1025-1032.
Zeithaml, Valarie A. dan Mary Jo Bitner, 2009, Service Marketing, McGraw-Hill: Unites States of America.
Zhao, L., Lu, Y., Zhang, L., and Chau, P.Y.K., 2012, Assessing The Effect of Service Quality and Justice on Customer Satisfaction and The Continuance Intention of Mobile Value-Added Services; An Empirical Test of A Multidimensional Model. Decision Support System, 52(3), pp. 645-656.
http://www.apjii.or.id/survei2016 diunduh pada 13 April 2017
https://blog.whatsapp.com/?l=id diunduh pada 28 Mei 2017
https://dailysocial.id/post/penggunaan-media-sosial-di-indonesia-mulai- tersegmentasi-berdasarkan-kebutuhan diunduh pada 25 Januari 2018
https://id.techinasia.com/comscore-whatsapp-adalah-aplikasi-terpopuler-di- indonesia diunduh pada 28 Mei 2017
Chen, Shih-Chih, David C. Yen, dan Mark I. Hwang, 2012, Factors Influencing The Continuance Intention to The Usage of Web 2.0: An Empirical Study, Conputer in Human Behavior, Vol 28, pp. 933-941.
Chen, X., Ma, J., and Fosh,P., 2013, Information Privacy, Gender Differences, and Intrinsic Mitovation in The Workplace, International Journal of Information Manageent, Vol 33, pp. 917-926.
Choi, Beom Joon dan Hyun Sik Kim, 2013, Hospital Service Quality and Its Effects on Patient Satisfaction and Behavioural Intention, Clinical Governance: An International Journal, Vol. 18 Iss 3, pp.238-264.
Dabholkar, Pratibha A. dan Jeffrey W. Overby, 2005, Linking Process and Outcome to Service Quality and Customer Satisfaction Evaluations An Investigation of Real Estate Agent Service, International Journal of
Service Industry Management, Vol. 16 Iss 1, pp. 10-27.
Fitzsimmons, James A. and Fitzsimmons, Mona J., 2008, Service Management: Operation, Strategy, Information Technology, Mc Graw Hill.
Gerpott, Torten J., Wolfgang Rams dan Andreas Schindler, 2001, Customer Retention, Loyalty, and Satisfaction in The German Mobile Cellular Telecommunications Market, Telecommunications Policy, Vol 25, pp.249- 269. Hawkins, Del I. and Mothersbaugh, David L., Consumer Behavior: Building Marketing Strategy, Twelfth Edition, Mc Graw Hill.
Hsu, Chien-Lung dan Yi-Chuan Liao, 2014, Exploring The Linkage Between Perceived Information Accessbility and Microblog Stickiness: The Moderating Role of a Sense of Community, Information & Management, Vol 51, pp. 833-844.
Kotler dan Amstrong, 2012, Principles of Marketing, Prentice-Hall: New Jersey. Kotler and Keller, 2014, Marketing Manajemen 14e Global Edition, Pearson.
Lien, Che-Hui, Cao, Yang, and Zhou, Xing, 2017, Service Quality, Satisfaction, Stickiness, and Usage Intention: An Exploratory Evaluation in The Context of WeChat Services, Computer in Human Behavior, Vol 68, pp. 403-410.
Lin, Jiun-Sheng dan Haw-Yi Liang, 2011, The Influence of Service Environments on Customer Emotion and Service Outcome, Managing Service Quality: An International Jurnal, Vol. 21 Issue:4, pp. 350-372.
Lovelock, Christopher H. dan Jochen Wirtz, 2007, Service Marketing: People, Technology, Strategy, 6 Edition, Pearson Education.
Lu, Yaobin, Long Zhang dan Bin Wang, 2009, A Multidimensional and Hierarchical Model of Mobile Service Quality, Electronic Commerce Research and Applications, Vol.8, pp. 228-240.
Moyes, D., Cano-Kourouklis, M., and Scot, J., 2016, Testing The Three Rs Model of Service Quality, The TQM Journal, Vol.28, Iss 3, pp. 455-466.
Nasution, M. Nur, 2015, Manajemen Mutu Terpadu: Total Quality Management, Cetakan 1, Edisi 3, Bogor: Penerbit Ghalia Indonesia.
Peter, J. Paul dan Jerry C. Olson, 2008, Consumer Behavior and Marketing Strategy, 8th Edition, McrGraw-Hill International Edition.
Powpaka, Samarta, 1996, The Role of Outcome Quality as a Determinant of Overall Service Quality in Different Categories of Services Industries: An Empirical Investigation, Journal of Services Marketing, Vol. 10 Iss 2, pp. 5- 25.
Schiffman, Leon.G. and Kanuk, Leslie Lazar, 2010, Consumer Behavior Glbal Edition 10 Edition, Pearson.
Silvestri, Cecilia, Barbara Aquilani dan Alessandro Ruggieri, 2017, Service Quality and Customer Satisfaction in Thermal Tourism, The TQM Journal, Vol. 29 Iss 1, pp. 55-81.
Tjiptono, Fandy, 2005, Pemasaran Jasa, Cetakan 1, Malang: Banyumedia Publishing.
Tjiptono, Fandy dan Chandra, Gregorius, 2016, Service, Quality & Satisfaction, Edisi IV, Yogyakarta: ANDI.
Tsao, W. U., 2014, Enhancing Competitive Advantages: The Contribution of Mediator and Moderator in Stickiness in The LINE, Journal of Retailing and Consumer Services, 21(6), pp 933-941.
Wu, Jyh-Jeng, Ying-Hueih Chen dan Yu-Shuo Chung, 2010, Trust Factors Influencing Virtual Community Members: A Study of Transaction Communities, Journal of Business Research, Vol. 63, pp. 1025-1032.
Zeithaml, Valarie A. dan Mary Jo Bitner, 2009, Service Marketing, McGraw-Hill: Unites States of America.
Zhao, L., Lu, Y., Zhang, L., and Chau, P.Y.K., 2012, Assessing The Effect of Service Quality and Justice on Customer Satisfaction and The Continuance Intention of Mobile Value-Added Services; An Empirical Test of A Multidimensional Model. Decision Support System, 52(3), pp. 645-656.
http://www.apjii.or.id/survei2016 diunduh pada 13 April 2017
https://blog.whatsapp.com/?l=id diunduh pada 28 Mei 2017
https://dailysocial.id/post/penggunaan-media-sosial-di-indonesia-mulai- tersegmentasi-berdasarkan-kebutuhan diunduh pada 25 Januari 2018
https://id.techinasia.com/comscore-whatsapp-adalah-aplikasi-terpopuler-di- indonesia diunduh pada 28 Mei 2017
Published
2018-03-01
Section
Bidang Manajemen (M)
- Articles published in CALYPTRA are licensed under a Creative Commons Attribution-ShareAlike 4.0 International license. You are free to copy, transform, or redistribute articles for any lawful purpose in any medium, provided you give appropriate credit to the original author(s) and the journal, link to the license, indicate if changes were made, and redistribute any derivative work under the same license.
- Copyright on articles is retained by the respective author(s), without restrictions. A non-exclusive license is granted to CALYPTRA to publish the article and identify itself as its original publisher, along with the commercial right to include the article in a hardcopy issue for sale to libraries and individuals.
- By publishing in CALYPTRA, authors grant any third party the right to use their article to the extent provided by the Creative Commons Attribution-ShareAlike 4.0 International license.
