PENGARUH IMAGE, PERCEIVED VALUE, PERCEIVED USEFULLNESS, DAN PERCEIVED EASY OF USE TERHADAP PASSANGERS SATISFACTION PT KERETA API INDONESIA (PERSERO) DI SURABAYA
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Keywords:
Image, perceived value, perceived usefulness, Easy to understand, passengers’ satisfaction
Abstract
Abstrak - Penelitian ini bertujuan untuk mengetahui pengaruh citra dan nilai terhadap kepuasan penumpang PT. KERETA API INDONESIA (PERSERO) DI SURABAYA. Jenis penelitian yang digunakan adalah jenis penelitian basic research yang termasuk dalam tipe penelitian kausal. Penelitian ini menggunakan pendekatan kuantitatif dengan melalui pengujian secara statistik. Responden dalam penelitian ini berjumlah 150 responden yang pernah menggunakan jasa layanan kereta api. Analisis dalam penelitian ini menggunakan SEM (Structural Equation Modeling) dan diolah menggunakan software SPSS dan AMOS untuk pengujian model Pengukuran dan Struktural. Hasil pada penelitian ini menunjukan bahwa keempat hipotesis (image, perceived value, perceived usefullness, dan perceived easy of use) terdukung dan berpengaruh positif secara signifikan terhadap kepuasan penumpang (passangers’ satisfaction).
Kata Kunci: Image, Perceived value, Perceived usefullness, Perceived easy of use, Passangers’ satisfaction
Abstrac -This study aims to determine the image and value of passengers’ satisfaction PT. KERETA API INDONESIA (PERSERO) DI SURABAYA. The type of research used is basic research that can be used in causal research. This study uses a quantitative approach using statistics. Respondents in this study were 150 respondents who had used rail service. The analysis in this research using SEM (Structural Equation Modeling) and processed using SPSS and AMOS software for credit and Measurement Structural model. The results of this study indicate that the four hypotheses (image, perceived value, usability perception, and perception are easy to use) are supported and significantly influence passengers’ satisfaction.
Keywords: Image, perceived value, perceived usefulness, Easy to understand, passengers’ satisfaction
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References
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Cox, P. (2010), Moving People, Sustainable Transport Development, UCT Press, Cape Town.
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Kotler, P. and Keller, K.L. (2011), Marketing Management, 14th global ed., Pearson, NJ.
Lai, W.T. and Chen, C.F. (2011), “Behavioral intention of public transit passenger- the role of service quality, perceived value, satisfaction and involvement”, Transport Policy, Vol. 18 No. 2, pp. 318-325.
Lorenzo-Romero, C., Constantinides, E. and Alarcon-del-Amo, M. (2011), “Consumer adoption of social networking sites: implications for theory and practice”, Journal of Research in Interactive Marketing, Vol. 5 Nos 2/3, pp. 170-188.
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Palacio, A.B., Meneses, G.D. and Perez, P.J.P. (2002), “The configuration of the university image and its relationship with the satisfaction of students”, Journal of Educational Administration, Vol. 40 No. 5, pp. 486-505.
Palmatier, R.W., Dant, R.P., Grewal, D. and Evans, K.R. (2006), “Factors influencing the effectiveness of relationship marketing: a meta-analysis”, Journal of Marketing, Vol. 70 No. 4, pp. 136-153.
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Shimp, T.A. (2010), Integrated Marketing Communication in Advertising and Promotion, 8th ed., South-Western Cengage Learning, Mason, OH
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Woodruff, R.B. (1997), “Customer value: the next source for competitive advantage”, Journal of the Academy of Marketing Science, Vol. 25 No. 2, pp. 139-153.
Yang, Z. and Peterson, R.T. (2004), “Customer satisfaction, perceived value, & loyalty: the role of switching costs”, Psychology & Marketing, Vol. 21 No. 10, pp. 799-822
Zeithaml, V., Bitner, M.J. and Gremler, D.D. (2008), Services Marketing: Integrating Customer Focuss Across the Firm, 5th ed., McGraw-Hill, Boston, MA and London.
Zeithaml, V.A. (1988), “Consumer perceptions of price, quality and value: a means-end model and synthesis of evidence”, Journal of Marketing, Vol. 52 No. 3, pp. 2-22.
Zins, A.H. (2001), “Relative attitudes and commitment in customer loyalty models – someexperiences in the commercial airline industry”, International Journal of Service Industry Management, Vol. 12 No. 3, pp. 269-294.
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Adams, D.A., R.R. Nelson, P. A. Todd, 1992. “Perceived Usefulness, Ease of Use and Usage of Information Technology: A Replication”, MIS Quarterly, 16 (2), pp. 227-247.
Anderson, E.W., Fornell, C. and Lehmann, D.R. (1994), “Customer satisfaction, market share, and profitability: findings from Sweden”, Journal of Marketing, Vol. 58 No. 3, pp. 53-66.
Asri, D.U. and Hidayat, B. (2005), “Current transportation issues in Jakarta and its impacts on environment”, Proceeding of the Eastern Asia Society for Transportation Studies, Vol. 5, pp. 1792-1798.
Aurier, P. and N’Goala, G. (2010), “The differing and mediating roles of trust and relationship commitment in service relationship maintenance and development”,
Journal of the Academy of Marketing Science, Vol. 38 No. 3, pp. 303-325.
Badan Pusat Statistik. 2017. Jumlah Penumpang Kereta Api 2006-2018 (Ribu Orang). https://www.bps.go.id/linkTableDinamis/view/id/815, (diakses pada 25 Oktober 2017)
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Balmer, J. (1998), “Corporate identity and the advent of corporate marketing”, Journal of Marketing Management, Vol. 14 No. 8, pp. 963-996.
Bruhn, M. (2003), Relationship Marketing: Management of Customer Relationships, Financial Time Prentice Hall, Harlow.
Celik, H. (2009), “What determines Turkish customers’ acceptance of internet banking?”, International Journal of Bank Marketing, Vol. 26 No. 5, pp. 353-370.
Cheong, J.H. and Park, M. (2005), “Mobile internet acceptance in Korea”, Internet Research, Vol. 15 No. 2, pp. 125-140.
Chin, W.C. dan Todd, P.A. 1995. On the Use, Usefulness and Ease of Use of Structural Equation Modelling in MIS Research: A Note of Caution. MIS Quarterly, Vol. 19 No. 2, pp. 237-46.
Cox, P. (2010), Moving People, Sustainable Transport Development, UCT Press, Cape Town.
Davis, F.D., Bagozzi, R.P. and Warshaw, P.R. (1989), “User acceptance of computer technology: a comparison of two theoretical models”, Management Science, Vol. 35 No. 8, pp. 982-1002.
DeLone, W. H., and Mclean, E. R. 1992. Information System Success: The Quest for the Dependent Variable, Information System Research, 3(1): 60-95.
Dobni, D. and Zinkhan, G.M. (1990), “In search of brand image: a foundation analysis”, Advances in Consumer Research, Vol. 17 No. 1, pp. 110-119.
Garvin, David. 1979 Managing Quality: The strategic and Competitive Edge. New York: A Division of Macmilan, INC.
Ha, S. and Stoel, L. (2009), “Consumer e-shopping acceptance: antecedents in a technology acceptance model”, Journal of Business Research, Vol. 62 No. 5, pp. 565-571.
Hallowell, R. (1996), “The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study”, International Journal of Service Industry
Management, Vol. 7 No. 4, pp. 27-42.
Hallowell, R. (1996), “The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study”, International Journal of Service Industry
Management, Vol. 7 No. 4, pp. 27-42.
Helson, H. 1959. Adaptation Level Theory: An Experimental and Systematic Approach to Behavior. New York, NY:Harper & Row.
Jadwal dan Harga Tiket KA Sancaka. 2017. http://www.train.web.id/2015/06/jadwal-danharga-tiket-ka-sancaka.html (diakses pada 29 Oktober 2017)
Jadwal KA Sancaka Terbaru. 2017. https://aktual.web.id/jadwal-ka-sancaka-terbaru/ (diakses pada 29 Oktober 2017)
Jawapos. 2018. PT KAI Hapus Kelas Bisnis. https://www.jawapos.com/read/2016/07/23/40815/pt-kai-hapus-kelas-bisnis (diakses pada 25 Oktober 2017)
Jen, W., Tu, R. and Lu, T. (2011), “Managing passenger behavioral intention: an integrated framework for service quality, satisfaction, perceived value, and switching barriers”, Transportation, Vol. 38 No. 2, pp. 321-342.
Johnson, M.D., Gustafsson, A., Andressen, T.W., Lervik, L. and Cha, J. (2001), “The evolution and future of national customer satisfaction index models”, Journal of
Economic Psychology, Vol. 22 No. 2, pp. 217-245.
Keller, K. (1993), “Conceptualizing, measuring, and managing customer based equity”, Journal of Marketing, Vol. 57 No. 1, pp. 1-22.
Kotler, Philip. 2002. Manajemen Pemasaran di Indonesia : Analisis, Perencanaan, Implementasi dan Pengendalian. Salemba Empat. Jakarta.
Kotler, P. and Keller, K.L. (2011), Marketing Management, 14th global ed., Pearson, NJ.
Lai, W.T. and Chen, C.F. (2011), “Behavioral intention of public transit passenger- the role of service quality, perceived value, satisfaction and involvement”, Transport Policy, Vol. 18 No. 2, pp. 318-325.
Lorenzo-Romero, C., Constantinides, E. and Alarcon-del-Amo, M. (2011), “Consumer adoption of social networking sites: implications for theory and practice”, Journal of Research in Interactive Marketing, Vol. 5 Nos 2/3, pp. 170-188.
Lupiyoadi, Rambat dan A. Hamdani, 2006. Manajemen Pemasaran Jasa, edisi 2. Jakarta: Salemba Empat.
Oliver, R.L. (1980), “A cognitive model of the antecedents and consequences of satisfaction decisions”, Journal of Marketing Research, Vol. 17 No. 4, pp. 460-469.
Padgett, D. and Allen, D. (1997), “Communicating experiences: a narrative approach to creating service brand image”, Journal of Advertising, Vol. 26 No. 4, pp. 49-62.
Palacio, A.B., Meneses, G.D. and Perez, P.J.P. (2002), “The configuration of the university image and its relationship with the satisfaction of students”, Journal of Educational Administration, Vol. 40 No. 5, pp. 486-505.
Palmatier, R.W., Dant, R.P., Grewal, D. and Evans, K.R. (2006), “Factors influencing the effectiveness of relationship marketing: a meta-analysis”, Journal of Marketing, Vol. 70 No. 4, pp. 136-153.
Parasuraman, A., V. A. Zeithaml, dan L.L. Berry, 1998, SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, Vol. 64, No. 1.
Putusan Mahkamah Konstitusi. www.mahkamahkonstitusi.go.id (diakses pada 28 Oktober 2017)
Seddon.P.B. 1997. A Respecification and Extension of The DeLone and McLean’s Model of IS Success, Information System Research, 8: 240-250. 33.
Shimp, T.A. (2010), Integrated Marketing Communication in Advertising and Promotion, 8th ed., South-Western Cengage Learning, Mason, OH
Siti Fatimah. 2016. 7 Kereta Api Mengalami Sarana Perubahan Kelas, http://jabar.tribunnews.com/2016/10/17/7-kereta-api-mengalami-sarana-perubahankelas (diakses pada 25 Oktober 2017)
Situs Resmi Keterbukaan Informasi Publik | PT Kereta Api Indonesia (Persero). 2018. http://kip.kereta-api.co.id/page/Corporate%20Social%20Responsibility/24, diakses pada 25 Oktober 2017)
Sinaga, E. (2008), “Development of mass public transport for large and medium-sized cities in Indonesia”, presented on CODATU XIII, Ho-Chi-Minh City, November 12-14.
Solomon, M.R. (2012), Consumer Behavior: Buying, Having and Being, 10th ed., Prentice Hall, London.
Statistic Republika. 2017. Kereta Api Sancaka Kelas Ekonomi AC Plus. http://static.republika.co.id (diakses pada 25 oktober 2017)
Sumaedi, S., Bakti, I.G.M.Y. and Yarmen, M. (2012), “The empirical study of public transport passengers’ behavioral intentions: the roles of service quality, perceived
sacrifice, perceived value, and satisfaction (case study: paratransit passengers in Jakarta, Indonesia)”, International Journal for Traffic and Transport Engineering, Vol. 2 No. 1, pp. 83-97.
Sumaedi, S., Bakti, I.G.M.Y., Astrini, N.J., Rakhmawati, T., Widianti, T. and Yarmen, M. (2014a), “The empirical study on patient loyalty: the role of trust, perceived value, and satisfaction (a case study from Bekasi, Indonesia)”, Clinical Governance: An International Journal, Vol. 19 No. 3, pp. 269-283.
Sumaedi, S., Bakti, I.G.M.Y., Astrini, N.J., Rakhmawati, T., Widianti, T. and Yarmen, M. (2014b), Public Transport Passengers’ Behavioural Intentions: Paratransit in Jabodetabek Indonesia, Springer Science & Business Media, Singapore.
Tjiptono, Fandy. 1996, Manajemen Jasa, Penerbit Andi, Yogyakarta
Tjiptono, Fandy. 2001. Strategi Pemasaran. Edisi Pertama. Andi Ofset.Yogyakarta.
Tjiptono, Fandy. 2006. Pemasaran Jasa, Bayumedia, Malang.
Tjiptono, Fandy. 2007. Strategi Pemasaran. Edisi Pertama. Andi Ofset. Yogyakarta.
Tuskey, U., Golob, U. and Podnar, K. (2013), “The role of consumer-brand identification in building brand relationships”, Journal of Business Research, Vol. 66 No. 1, pp. 53-59.
Venkatesh, V., Morris, M.D., Davis, G.B. and Davis, F.D. (2003), “User acceptance of information technology: toward a unified view”, MIS Quarterly, Vol. 27 No. 3, pp.
425-478
Wen, C.H., Lan, L.W. and Cheng, H.L. (2005), “Structural equation modelling to determine passenger loyalty toward intercity bus services”, Journal of the Transportation Research Board, Vol. 1927, pp. 249-255.
Wijanarko. 2017. Kereta Api Sancaka Kelas Bisnis. http://www.wijanarko.net/2012/07/kereta-sancaka.html, (diakses pada 25 oktober 2017)
Wilcox, K., Roggenveen, A.L. and Grewal, D. (2011), “Shall I tell you now or later? Assimilation and contrast in the evaluation of experiential products”, Journal of Consumer Research, Vol. 38 No. 4, pp. 763-773.
Woodruff, R.B. (1997), “Customer value: the next source for competitive advantage”, Journal of the Academy of Marketing Science, Vol. 25 No. 2, pp. 139-153.
Yang, Z. and Peterson, R.T. (2004), “Customer satisfaction, perceived value, & loyalty: the role of switching costs”, Psychology & Marketing, Vol. 21 No. 10, pp. 799-822
Zeithaml, V., Bitner, M.J. and Gremler, D.D. (2008), Services Marketing: Integrating Customer Focuss Across the Firm, 5th ed., McGraw-Hill, Boston, MA and London.
Zeithaml, V.A. (1988), “Consumer perceptions of price, quality and value: a means-end model and synthesis of evidence”, Journal of Marketing, Vol. 52 No. 3, pp. 2-22.
Zins, A.H. (2001), “Relative attitudes and commitment in customer loyalty models – someexperiences in the commercial airline industry”, International Journal of Service Industry Management, Vol. 12 No. 3, pp. 269-294.
Published
2019-09-01
Section
Bidang Manajemen (M)
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