PENGARUH PERCEIVED QUALITY DAN VALUE FOR MONEY TERHADAP LOYALTY DALAM PENGGUNAAN APLIKASI CANVA PRO
DOI:
https://doi.org/10.35794/jmbi.v11i1.56098Abstract
This study aims to examine the effect of perceived quality and value for money on loyalty with the help of other variables such as satisfaction and trust in using the Canva Pro application. In this study, 160 respondent’s data were collected by distributing questionnaires online using Google Form. The criteria for respondents sought from this study are at least 18 years old and have subscribed to Canva Pro for at least 3 months. This research uses the Structural Equation Modeling (SEM) approach and the Analysis of Moments Structures (AMOS) program used for data analysis. The results of this study indicate that perceived quality has a significant and positive effect on satisfaction, value for money has a significant and positive effect on satisfaction, satisfaction has a significant and positive effect on trust, satisfaction has an insignificant and positive effect on loyalty, trust has a significant and positive effect on loyalty, perceived quality has an insignificant and negative effect on trust.
References
Ahmed, S., Choudhury, M. M., Ahmed, E., Chowdhury, U. Y., & Asheq, A. Al. (2021). Passenger satisfaction and loyalty for app-based ride-sharing services: through the tunnel of perceived quality and value for money. TQM Journal, 33(6), 1411–1425. https://doi.org/10.1108/TQM-08-2020-0182
Akamavi, R. K., Mohamed, E., Pellmann, K., & Xu, Y. (2015). Key determinants of passenger loyalty in the low-cost airline business. Tourism Management, 46, 528–545. https://doi.org/10.1016/j.tourman.2014.07.010
Ardian, R., & Sudrartono, T. (2021). Pengaruh Bauran Promosi Terhadap Minat Beli Kembali Cat Dulux Di Depo Keramik Katapang Bandung. JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis Dan Inovasi Universitas Sam Ratulangi)., 8(3). https://doi.org/10.35794/jmbi.v8i3.35854
Assaker, G., O’Connor, P., & El-Haddad, R. (2020). Examining an integrated model of green image, perceived quality, satisfaction, trust, and loyalty in upscale hotels. Journal of Hospitality Marketing and Management, 29(8), 934–955. https://doi.org/10.1080/19368623.2020.1751371
Ball, D., Simões Coelho, P., & Machás, A. (2004). The role of communication and trust in explaining customer loyalty: An extension to the ECSI model. European Journal of Marketing, 38(9–10), 1272–1293. https://doi.org/10.1108/03090560410548979
Brennan, R., Canning, L., & McDowell, R. (2017). Business-to-Business Marketing. SAGE Publications. https://books.google.co.id/books?id=vVUVvgAACAAJ
Chaudhuri, A., & Holbrook, M. B. (2001). The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty. Journal of Marketing, 65(2), 81–93. https://doi.org/10.1509/jmkg.65.2.81.18255
Delgado-Ballester, E., Munuera-Aleman, J. L., & Yague-Guillen, M. J. (2003). Development and validation of a brand trust scale. International Journal of Market Research, 45(1), 35–54.
Dick, A. S., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99–113. https://doi.org/10.1177/0092070394222001
Dodds, W. B., Monroe, K. B., & Grewal, D. (1991). Effects of price, brand, and store information on buyers’ product evaluations. Journal of Marketing Research, 28(3), 307–319.
Forgas, S., Moliner, M. A., Sánchez, J., & Palau, R. (2010). Antecedents of airline passenger loyalty: Low-cost versus traditional airlines. Journal of Air Transport Management, 16(4), 229–233.
https://doi.org/10.1016/j.jairtraman.2010.01.001
Fornell, C. (1992). Claes Fornell A National Customer Satisfaction Barometer: The Swedish Experience. Journal of Marketing, 56, 6–21.
Foroudi, P., Cuomo, M. T., & Foroudi, M. M. (2020). Continuance interaction intention in retailing: Relations between customer values, satisfaction, loyalty, and identification. Information Technology and People, 33(4), 1303–1326. https://doi.org/10.1108/ITP-09-2018-0421
Fortes, V. M. M., Milan, G. S., Eberle, L., & Toni, D. D. E. (2019). Brand loyalty determinants in the context of a soft drink brand. In Revista de Administracao Mackenzie (Vol. 20, Issue 5). Mackenzie Presbyterian University. https://doi.org/10.1590/1678-6971/eRAMR190015
Ganesan, S. (1994). Determinants of Long-Term Orientation in Buyer-Seller Relationships. Journal of Marketing, 58(2), 1–19. https://doi.org/10.1177/002224299405800201
Garbarino, E., & Johnson, M. S. (1999). The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships. Journal of Marketing, 63(2), 70–87. https://doi.org/10.1177/002224299906300205
Hair, J. F., Black< W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate_Data_Analysis_7th_Edition.
Hapsari, R., Clemes, M., & Dean, D. (2016). The Mediating Role of Perceived Value on the Relationship between Service Quality and Customer Satisfaction: Evidence from Indonesian Airline Passengers. Procedia Economics and Finance, 35, 388–395. https://doi.org/10.1016/S2212-5671(16)00048-4
Islam, T., Islam, R., Pitafi, A. H., Xiaobei, L., Rehmani, M., Irfan, M., & Mubarak, M. S. (2021). The impact of corporate social responsibility on customer loyalty: The mediating role of corporate reputation, customer satisfaction, and trust. Sustainable Production and Consumption, 25, 123–135. https://doi.org/10.1016/j.spc.2020.07.019
Kardes, F. R., Posavac, S. S., & Cronley, M. L. (2004). Consumer inference: A review of processes, bases, and judgment contexts. Journal of Consumer Psychology, 14(3), 230–256. https://doi.org/10.1207/s15327663jcp1403_6
Kashyap, R., & Bojanic, D. C. (2000). A Structural Analysis of Value, Quality, and Price Perceptions of Business and Leisure Travelers. Journal of Travel Research, 39(1), 45–51. https://doi.org/10.1177/004728750003900106
Konuk, F. A. (2019). The influence of perceived food quality, price fairness, perceived value and satisfaction on customers’ revisit and word-of-mouth intentions towards organic food restaurants. Journal of Retailing and Consumer Services, 50, 103–110. https://doi.org/10.1016/j.jretconser.2019.05.005
Kotler, P. (2000). Marketing Management, Millenium Edition. www.pearsoncustom.com
Kotler, P., & Keller, K. L. (2013). Marketing Management (14th edition). In Pearson Education.
Kumar, P., Mokha, A. K., & Pattnaik, S. C. (2022). Electronic customer relationship management (E-CRM), customer experience and customer satisfaction: evidence from the banking industry. Benchmarking: An International Journal, 29(2), 551–572. https://doi.org/10.1108/BIJ-10-2020-0528
Lee, S. H., Lee, B. Y., & Kim, H. W. (2019). Decisional factors leading to the reuse of an on-demand ride service. Information and Management, 56(4), 493–506. https://doi.org/10.1016/j.im.2018.09.010
Liat, C. B., Mansori, S., & Huei, C. T. (2014). The Associations Between Service Quality, Corporate Image, Customer Satisfaction, and Loyalty: Evidence From the Malaysian Hotel Industry. Journal of Hospitality Marketing & Management, 23(3), 314–326. https://doi.org/10.1080/19368623.2013.796867
Martínez, P., & Rodríguez del Bosque, I. (2013). CSR and customer loyalty: The roles of trust, customer identification with the company and satisfaction. International Journal of Hospitality Management, 35, 89–99. https://doi.org/10.1016/j.ijhm.2013.05.009
Miao, M., Jalees, T., Zaman, S. I., Khan, S., Hanif, N. ul A., & Javed, M. K. (2022). The influence of e-customer satisfaction, e-trust and perceived value on consumer’s repurchase intention in B2C e-commerce segment. Asia Pacific Journal of Marketing and Logistics, 34(10), 2184–2206. https://doi.org/10.1108/APJML-03-2021-0221
Moorman, C., Deshpande, R., & Zaltman, G. (1993). Factors Affecting Trust in Market Research Relationships. Journal of Marketing, 57, 81–101.
Narteh, B. (2018). Service quality and customer satisfaction in Ghanaian retail banks: the moderating role of price. International Journal of Bank Marketing, 36(1), 68–88. https://doi.org/10.1108/IJBM-08-2016-0118
Oh, H. (1999). Service quality, customer satisfaction, and customer value: A holistic perspective. International Journal of Hospitality Management, 18(1), 67–82. https://doi.org/https://doi.org/10.1016/S0278-4319(98)00047-4
Oliver, R. (1997). Satisfaction: A behavioral perspective on the consumer. New York.
Oliver, R. L. (1999). Whence Consumer Loyalty? Journal of Marketing, 63(4_suppl1), 33–44. https://doi.org/10.1177/00222429990634s105
Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988, 64(1), 12–40.
Punyatoya, P., Satpathy, A., & Agrawal, A. (2018). Factors driving consumer loyalty intention towards e-tailers: an integrated model. In International Journal of Business and Emerging Markets and International Journal of Business Excellence (Vol. 27, Issue 4).
Rajaguru, R. (2016). Role of value for money and service quality on behavioural intention: A study of full service and low cost airlines. Journal of Air Transport Management, 53, 114–122. https://doi.org/10.1016/j.jairtraman.2016.02.008
Ramirez, E., & Goldsmith, R. (2009). Some antecedents of price sensitivity. Journal of Marketing Theory and Practice, 17(3), 199–214. https://doi.org/10.2753/MTP1069-6679170301
Rasheed, F. A., & Abadi, M. F. (2014). Impact of Service Quality, Trust and Perceived Value on Customer Loyalty in Malaysia Services Industries. Procedia - Social and Behavioral Sciences, 164, 298–304. https://doi.org/10.1016/j.sbspro.2014.11.080
Raza, A., Rather, R. A., Iqbal, M. K., & Bhutta, U. S. (2020). An assessment of corporate social responsibility on customer company identification and loyalty in banking industry: a PLS-SEM analysis. Management Research Review, 43(11), 1337–1370.
https://doi.org/10.1108/MRR-08-2019-0341
Rychalski, A., & Hudson, S. (2017). Asymmetric effects of customer emotions on satisfaction and loyalty in a utilitarian service context. Journal of Business Research, 71, 84–91.
https://doi.org/10.1016/j.jbusres.2016.10.014
Ryu, K., Han, H., & Kim, T. H. (2008). The relationships among overall quick-casual restaurant image, perceived value, customer satisfaction, and behavioral intentions. International Journal of Hospitality Management, 27(3), 459–469. https://doi.org/10.1016/j.ijhm.2007.11.001
Saerang, R. T., Gunawan, E. M., & Wangke, S. J. C. (2023). Ketahanan Usaha (Business Resilience) UMKM Di Kota Manado Pada Masa Pasca-Pandemi Covid-19. JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis Dan Inovasi Universitas Sam Ratulangi)., 10(3), 2279–2291. https://doi.org/10.35794/jmbi.v10i3.52876
Saleem, M. A., Zahra, S., & Yaseen, A. (2017). Impact of service quality and trust on repurchase intentions – the case of Pakistan airline industry. Asia Pacific Journal of Marketing and Logistics, 29(5), 1136–1159. https://doi.org/10.1108/APJML-10-2016-0192
Schijns, J. M. C., Caniëls, M. C. J., & Le Conté, J. (2016). The impact of perceived service quality on customer loyalty in sports clubs. International Journal of Sport Management Recreation and Tourism, 24(C), 43–75.
Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer Trust, Value, and Loyalty in Relational Exchanges. Journal of Marketing, 66(1), 15–37. https://doi.org/10.1509/jmkg.66.1.15.18449
Sweeney, J. C., Soutar, G. N., & Johnson, L. W. (1999). The role of perceived risk in the quality-value relationship: A study in a retail environment. Journal of Retailing, 75(1), 77–105.
https://doi.org/10.1016/S0022-4359(99)80005-0
Taylor, S. A., & Baker, T. L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers’ purchase intentions. Journal of Retailing, 70(2), 163–178.
Wang, J., Wang, S., Xue, H., Wang, Y., & Li, J. (2018). Green image and consumers’ word-of-mouth intention in the green hotel industry: The moderating effect of Millennials. Journal of Cleaner Production, 181, 426–436. https://doi.org/https://doi.org/10.1016/j.jclepro.2018.01.250
Wangwacharakul, P., Márquez Medina, S., & Poksinska, B. B. (2021). Cross-cultural comparability of customer satisfaction measurement – the case of mobile phone service providers. International Journal of Quality and Service Sciences, 13(2), 236–252.
https://doi.org/10.1108/IJQSS-01-2020-0011
Xu, X. (2020). How do consumers in the sharing economy value sharing? Evidence from online reviews. Decision Support Systems, 128, 113162. https://doi.org/10.1016/j.dss.2019.113162
Yoo, S. J., Huang, W.-H. D., & Kwon, S. (2015). Gender still matters: Employees’ acceptance levels towards e-learning in the workplaces of South Korea. Knowledge Management & E-Learning, 7(2), 334.
Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52(3), 2–22. https://doi.org/10.1177/002224298805200302
Zeithaml, V., L. Berry, L., & Parasuraman, A. (1988). The Behavioral Consequences of Service Quality. Journal of Marketing, 60, 31–46.