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Abstract
This study aims to determine the effect of whether e-service quality has a positive effect on perceived value, whether perceived value has a positive effect on loyalty, whether e-service quality has a positive effect on loyalty and whether perceived value is able to mediate the relationship between e-service quality and customer loyalty in Indihome internet service. This study uses primary data obtained by distributing online questionnaires to individual customers who use Indihome services in Yogyakarta, totaling 115 respondents. The data analysis technique used to test the hypothesis in this study uses the structural equation model (SEM) method with the AMOS 22 program. The results show that E-S-Qual has a positive and significant effect on perceived value, meaning that the better E-S-Qual, the higher the customer’s perceived value. Perceived value has a positive and significant effect on customer loyalty, meaning that the higher the perceived value of the customer towards Indihome services, the higher the customer loyalty. E-S-Qual has a positive and significant effect on customer loyalty, meaning that the better E-S-Qual, the higher customer loyalty. Perceived value is a variable that significantly mediates the relationship between E-S-Qual and customer loyalty, meaning that the better the E-S-Qual, the higher the customer loyalty.
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Copyright (c) 2022 Ilham Hakiki, Anas Hidayat
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
References
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- Balamuralikrishnan, C. (2018) 'A Study on Interrelations Among Service Quality, Customer Perceived Value and Loyalty Intention in E-Tail Service Quality', Emperor International Journal of Finance and Management Research, 1(1), pp. 9–15.
- Brown, I., and Jayakody, R. (2008) 'B2C e-commerce success: A test and validation of a revised conceptual model', The Electronic Journal Information Systems Evaluation, 11(3), pp. 167–184.
- Chang, H. H., Wang, Y. H., and Yang, W. Y. (2009) 'The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value', Total Quality Management and Business Excellence, 20(4), pp. 423–443. https://doi.org/10.1080/14783360902781923.
- Chen, Z. and Dubinsky, A.J. (2003) 'A Conceptual Model of Perceived Customer Value in E-Commerce: A Preliminary Investigation', Psychology & Marketing, 20(4), pp. 323-347. https://doi.org/10.1002/mar.10076.
- Chinomona, Masinge, R., and Sandadard, M. (2014) 'The influence of E-service quality on customer perceived value, customer satisfaction and loyalty in South Africa', Mediterranean Journal of Social Sciences, 5(9), pp. 331–341. https://doi.org/10.5901/mjss.2014.v5n9p331.
- Hair, J. F. et al. (2014). Multivariate Data Analysis (7th ed.). New Jersey: Pearson Education Inc.
- Hurriyati and Ratih. (2014). Bauran Pemasaran dan Loyalitas Konsumen. Bandung: Alfabeta.
- Izogo, E. E. (2017) 'Customer Loyalty in Telecom Service Sector: The Role of Service Quality and Customer Commitment', The TQM Journal, 29(1), pp. 19–36.
- Jiang, L., Jun, M., and Yang, Z. (2015) 'Customer-perceived value and loyalty : how do key service quality dimensions matter in the context of B2C', Springer Journal, 1(1), pp. 1–17. https://doi.org/10.1007/s11628-015-0269-y.
- Lasyakka, B., Astuti, E. S., and Suyadi, I. (2015) 'Faktor Faktor Kualitas Eservice Yang Berpengaruh Terhadap Perceived Value Pada Website E-Commerce Lazada.Co.Id (Studi Pada Warga Lingkungan Rw. 3 Kelurahan Dinoyo Kecamatan Lowokwaru Kota Malang)', Jurnal Administrasi Bisnis (JAB), 24(2), pp. 1-5.
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- Lee, Y. K. et al. (2016) 'When social media met commerce: a model of perceived customer value in group-buying', Journal of Services Marketing, 30(4), pp. 398–410. https://doi.org/10.1108/JSM-04-2014-0129
- Lin, J., Lobo, A., and Leckie, C. (2017) 'The role of benefits and transparency in shaping consumers’ green perceived value, self-brand connection and brand loyalty', Journal of Retailing and Consumer Services, 35, pp. 133–141. https://doi.org/10.1016/j.jretconser.2016.12.011
- Moore, M. L., Ratneshwar, S., and Moore, R. S. (2012) 'Understanding loyalty bonds and their impact on relationship strength: A service firm perspective', Journal of Services Marketing, 26(4), pp. 253–264. https://doi.org/10.1108/08876041211237550
- Mosavi, S. A., and Ghaedi, M. (2012) 'A survey on the relationships between customer satisfaction, image, trust and customer advocacy behavior', African Journal of Business Management, 6(8), pp. 2897–2910. https://doi.org/10.5897/ajbm11.1465
- Neupane, R. (2015) 'The Effects of Brand Image on Customer Satisfaction and Loyalty Intention in Retail Super Market Chain UK', International Journal of Social Sciences and Management, 2(1), pp. 9–26. https://doi.org/10.3126/ijssm.v2i1.11814
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- Sondoh, S. L. et al. (2007) 'The Effect of Brand Image on Overall Satisfaction and Loyalty Intention in the Context of Color Cosmetic', Asian Academy of Management Journal, 12(1), pp. 83–107.
- Thakur, S. and Singh A. P. (2012) 'Brand Images, Customer Satisfaction and Loyalty Intention : A Study in the Context of Cosmetics Product Among The People of Central India', Excel International Journal of Multidisciplinary Management Studies, 2(5), pp. 37-50.
- Vicramaditya, P. B. (2021) 'Pengaruh kualitas layanan elektronik, kualitas informasi dan persepsi nilai terhadap loyalitas pelanggan melalui kepuasan pelanggan ojek online', Journal of Business and Banking, 10(2), pp. 325–341. https://doi.org/10.14414/jbb.v10i2.2379
- Widiaputri, Y. S., Suharyono, and Bafadhal, A. S. (2018) 'Pengaruh E-Service Quality Terhadap Perceived Value dan E- Customer Satisfaction (Survei pada Pelanggan Go-Ride yang Menggunakan Mobile Application Go-Jek di Kota Malang)', Jurnal Administrasi Bisnis (JAB), 61(1), pp. 1–10.
- Yoo, J., and Park, M. (2016) 'The effects of e-mass customization on consumer perceived value, satisfaction, and loyalty toward luxury brands', Journal of Business Research, 69(12), pp. 5775–5784. https://doi.org/10.1016/j.jbusres.2016.04.174
- Zehir, C., and Narcikara, E. (2016) 'E-Service Quality and E-Recovery Service Quality: Effects on Value Perceptions and Loyalty Intentions', Procedia - Social and Behavioral Sciences, 229, pp. 427–443. https://doi.org/10.1016/j.sbspro.2016.07.153
- Zehir, C. et al. (2014). 'E-S-Quality , Perceived Value and Loyalty Intentions Relationships in Internet Retailers', Procedia - Social and Behavioral Sciences, 150, pp. 1071–1079. https://doi.org/10.1016/j.sbspro.2014.09.120
- Zehir, C., and Narcikara, E. (2016) 'E-Service Quality and E-Recovery Service Quality: Effects on Value Perceptions and Loyalty Intentions,' Procedia - Social and Behavioral Sciences, 229, pp. 427 – 443.
- Zeithaml, V. A. (1988) 'Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence', Journal of Marketing, 52(3), pp. 2–22. https://doi.org/10.2307/1251446
References
Ahmed, W., et al. (2017) ‘Impact of E-Service Quality on Purchase Intention Through Mediator Perceived Value in Online Shopping’, Information Engineering and Applications, 7(8), pp. 24-28.
Balamuralikrishnan, C. (2018) 'A Study on Interrelations Among Service Quality, Customer Perceived Value and Loyalty Intention in E-Tail Service Quality', Emperor International Journal of Finance and Management Research, 1(1), pp. 9–15.
Brown, I., and Jayakody, R. (2008) 'B2C e-commerce success: A test and validation of a revised conceptual model', The Electronic Journal Information Systems Evaluation, 11(3), pp. 167–184.
Chang, H. H., Wang, Y. H., and Yang, W. Y. (2009) 'The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value', Total Quality Management and Business Excellence, 20(4), pp. 423–443. https://doi.org/10.1080/14783360902781923.
Chen, Z. and Dubinsky, A.J. (2003) 'A Conceptual Model of Perceived Customer Value in E-Commerce: A Preliminary Investigation', Psychology & Marketing, 20(4), pp. 323-347. https://doi.org/10.1002/mar.10076.
Chinomona, Masinge, R., and Sandadard, M. (2014) 'The influence of E-service quality on customer perceived value, customer satisfaction and loyalty in South Africa', Mediterranean Journal of Social Sciences, 5(9), pp. 331–341. https://doi.org/10.5901/mjss.2014.v5n9p331.
Hair, J. F. et al. (2014). Multivariate Data Analysis (7th ed.). New Jersey: Pearson Education Inc.
Hurriyati and Ratih. (2014). Bauran Pemasaran dan Loyalitas Konsumen. Bandung: Alfabeta.
Izogo, E. E. (2017) 'Customer Loyalty in Telecom Service Sector: The Role of Service Quality and Customer Commitment', The TQM Journal, 29(1), pp. 19–36.
Jiang, L., Jun, M., and Yang, Z. (2015) 'Customer-perceived value and loyalty : how do key service quality dimensions matter in the context of B2C', Springer Journal, 1(1), pp. 1–17. https://doi.org/10.1007/s11628-015-0269-y.
Lasyakka, B., Astuti, E. S., and Suyadi, I. (2015) 'Faktor Faktor Kualitas Eservice Yang Berpengaruh Terhadap Perceived Value Pada Website E-Commerce Lazada.Co.Id (Studi Pada Warga Lingkungan Rw. 3 Kelurahan Dinoyo Kecamatan Lowokwaru Kota Malang)', Jurnal Administrasi Bisnis (JAB), 24(2), pp. 1-5.
Lee, and Wong, L. S. (2016) 'Determinants of Mobile Commerce Customer Loyalty in Malaysia', Procedia - Social and Behavioral Sciences, 224(8), pp. 60–67. https://doi.org/10.1016/j.sbspro.2016.05.400.
Lee, Y. K. et al. (2016) 'When social media met commerce: a model of perceived customer value in group-buying', Journal of Services Marketing, 30(4), pp. 398–410. https://doi.org/10.1108/JSM-04-2014-0129
Lin, J., Lobo, A., and Leckie, C. (2017) 'The role of benefits and transparency in shaping consumers’ green perceived value, self-brand connection and brand loyalty', Journal of Retailing and Consumer Services, 35, pp. 133–141. https://doi.org/10.1016/j.jretconser.2016.12.011
Moore, M. L., Ratneshwar, S., and Moore, R. S. (2012) 'Understanding loyalty bonds and their impact on relationship strength: A service firm perspective', Journal of Services Marketing, 26(4), pp. 253–264. https://doi.org/10.1108/08876041211237550
Mosavi, S. A., and Ghaedi, M. (2012) 'A survey on the relationships between customer satisfaction, image, trust and customer advocacy behavior', African Journal of Business Management, 6(8), pp. 2897–2910. https://doi.org/10.5897/ajbm11.1465
Neupane, R. (2015) 'The Effects of Brand Image on Customer Satisfaction and Loyalty Intention in Retail Super Market Chain UK', International Journal of Social Sciences and Management, 2(1), pp. 9–26. https://doi.org/10.3126/ijssm.v2i1.11814
Pandey, N. et al. (2019) 'Does price tolerance depend upon the type of product in e-retailing? Role of customer satisfaction, trust, loyalty, and perceived value', Journal of Strategic Marketing, 28(6), pp. 522–541. https://doi.org/10.1080/0965254X.2019.1569109
Putri, A. E., and Verinita. (2019) 'Analisis Pengaruh E-Service Quality, E-Recovery Service Quality Terhadap Loyalitas Melalui Perceived Value Sebagai Variabel Mediasi (Studi Pada Pelanggan Shopee Di Kota Padang)', Jurnal Ilmiah Mahasiswa Ekonomi Manajemen, 4(4), pp. 733–752.
Quach, T. N., Thaichon, P., and Jebarajakirthy, C. (2016) 'Internet service providers’ service quality and its effect on customer loyalty of different usage patterns', Journal of Retailing and Consumer Services, 29, pp. 104–113. https://doi.org/10.1016/j.jretconser.2015.11.012
Sondoh, S. L. et al. (2007) 'The Effect of Brand Image on Overall Satisfaction and Loyalty Intention in the Context of Color Cosmetic', Asian Academy of Management Journal, 12(1), pp. 83–107.
Thakur, S. and Singh A. P. (2012) 'Brand Images, Customer Satisfaction and Loyalty Intention : A Study in the Context of Cosmetics Product Among The People of Central India', Excel International Journal of Multidisciplinary Management Studies, 2(5), pp. 37-50.
Vicramaditya, P. B. (2021) 'Pengaruh kualitas layanan elektronik, kualitas informasi dan persepsi nilai terhadap loyalitas pelanggan melalui kepuasan pelanggan ojek online', Journal of Business and Banking, 10(2), pp. 325–341. https://doi.org/10.14414/jbb.v10i2.2379
Widiaputri, Y. S., Suharyono, and Bafadhal, A. S. (2018) 'Pengaruh E-Service Quality Terhadap Perceived Value dan E- Customer Satisfaction (Survei pada Pelanggan Go-Ride yang Menggunakan Mobile Application Go-Jek di Kota Malang)', Jurnal Administrasi Bisnis (JAB), 61(1), pp. 1–10.
Yoo, J., and Park, M. (2016) 'The effects of e-mass customization on consumer perceived value, satisfaction, and loyalty toward luxury brands', Journal of Business Research, 69(12), pp. 5775–5784. https://doi.org/10.1016/j.jbusres.2016.04.174
Zehir, C., and Narcikara, E. (2016) 'E-Service Quality and E-Recovery Service Quality: Effects on Value Perceptions and Loyalty Intentions', Procedia - Social and Behavioral Sciences, 229, pp. 427–443. https://doi.org/10.1016/j.sbspro.2016.07.153
Zehir, C. et al. (2014). 'E-S-Quality , Perceived Value and Loyalty Intentions Relationships in Internet Retailers', Procedia - Social and Behavioral Sciences, 150, pp. 1071–1079. https://doi.org/10.1016/j.sbspro.2014.09.120
Zehir, C., and Narcikara, E. (2016) 'E-Service Quality and E-Recovery Service Quality: Effects on Value Perceptions and Loyalty Intentions,' Procedia - Social and Behavioral Sciences, 229, pp. 427 – 443.
Zeithaml, V. A. (1988) 'Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence', Journal of Marketing, 52(3), pp. 2–22. https://doi.org/10.2307/1251446