Article Sidebar
Main Article Content
Abstract
Ritel fashion sekarang berkembang pesat, produsen saling berinovasi untuk memberikan pelayanan yang terbaik agar konsumen mendapatkan kepuasan sehingga, akan mempengaruhi reaksi emosional pelanggan untuk melakukan berbelanja. Tujuan penelitian ini untuk menganalisis faktor-faktor yang mempengaruhi kepuasan emosional dan niat perilaku belanja di toko ritel Uniqlo. Metodologi penelitian yang digunakan adalah pendekatan kuantitatif dengan teknik purposive sampling, dengan kriteria responden yakni para pengunjung toko ritel Uniqlo berusia 19-40 tahun di Yogyakarta. Jumlah responden yang valid adalah 232. Pengolahan data menggunakan metode PLS-SEM. Variabel yang digunakan dalam penelitian ini kualitas layanan, lingkungan layanan, kepuasan emosional, persepsi produk dan niat perilaku. Adapun hasil dari penelitian ini menunjukkan bahwa kepuasan emosional berpengaruh positif terhadap nait perilaku belanja pengunjung toko ritel Uniqlo. Kualitas layanan, lingkungan layanan, kepuasan emosional dan persepsi produk berpengaruh positif terhadap niat pembelian dan keterlibatan perilaku. Implikasi toko ritel Uniqlo bahwa kualitas layanan, lingkungan layanan mempengaruhi kepuasan emosional dan kepuasan emosional akan memengaruhi persepsi produk konsumen dan akan memengaruhi niat perilaku konsumen. keterbatasan penelitian ini adalah proporsi responden dari penyebaran kuesioner hanya dilakukan di kota Yogykarta sehingga dirasa belum menyeluruh. Responden juga didominasi oleh pelajar/mahasiswa sehingga terdapat kurangnya ragam responden. Rekomendasi untuk penelitian berikutnya adalah kriteria responden dapat ditingkatkan keberagamannya, melakukan penyebaran kuesioner yang lebih merata, serta harus menilai dan dikaji ulang terhadap kredibilitas sumber.
Keywords
Article Details
Copyright (c) 2023 Rizal Gani Firmansyah, Ratna Roostika
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
References
- Andreassen, T.W. dan Lindestad, B. (1998) “The effect of corporate image in the formation of customer loyalty,” Journal of Service Research, 1(1), hal. 82–92. Tersedia pada: https://doi.org/10.1177/109467059800100107.
- Andreu, L. et al. (2006) “How does the perceived retail environment influence consumers’ emotional experience? Evidence from two retail settings,” International Review of Retail, Distribution and Consumer Research, 16(5), hal. 559–578. Tersedia pada: https://doi.org/10.1080/09593960600980097.
- Babin, B.J., Chebat, J.C. dan Michon, R. (2004) “Perceived appropriateness and its effect on quality, affect and behavior,” Journal of Retailing and Consumer Services, 11(5), hal. 287–298. Tersedia pada: https://doi.org/10.1016/j.jretconser.2003.09.002.
- Baker, J. (1986) “The Role of the Environment in Marketing Sciences: The Consumer Perspective,” in J.A. Czepiel, C.A. Congram, dan J. Shanahan (ed.) The Services Challenge: Integrating for Competitive Advantage. Chicago: American Marketing Association, hal. 79–89.
- Baker, J. et al. (2002) “The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intentions,” Journal of Marketing, 66(2), hal. 120–141. Tersedia pada: https://doi.org/10.1509/jmkg.66.2.120.18470.
- Bei, L.T. dan Chiao, Y.C. (2006) “The determinants of customer loyalty: An analysis of intangibile factors in three service industries,” International Journal of Commerce and Management, 16(3–4), hal. 162–177. Tersedia pada: https://doi.org/10.1108/10569210680000215.
- Bessonova, E. dan Gonchar, K. (2017) “Incentives to innovate in response to competition: The role of agency costs,” Economic Systems, 41(1), hal. 26–40. Tersedia pada: https://doi.org/10.1016/j.ecosys.2016.09.002.
- Fiore, A.M. dan Kim, J. (2007) “An integrative framework capturing experiential and utilitarian shopping experience,” International Journal of Retail & Distribution Management, 35(6), hal. 421–442. Tersedia pada: https://doi.org/10.1108/09590550710750313.
- Fishbein, M. dan Ajzen, I. (1975) Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research. Reading, MA: Addison-Wesley.
- Grove, S.J. dan Fisk, R.P. (1997) “The impact of other customers on service experiences: A critical incident examination of ‘getting along,’” Journal of Retailing, 73(1), hal. 63–85. Tersedia pada: https://doi.org/10.1016/S0022-4359(97)90015-4.
- Han, H. dan Ryu, K. (2009) “The roles of the physical environment, price perception, and customer satisfaction in determining customer loyalty in the restaurant industry,” Journal of Hospitality and Tourism Research, 33(4), hal. 487–510. Tersedia pada: https://doi.org/10.1177/1096348009344212.
- Harpe, S.E. (2015) “How to analyze Likert and other rating scale data,” Currents in Pharmacy Teaching and Learning, 7(6), hal. 836–850. Tersedia pada: https://doi.org/10.1016/j.cptl.2015.08.001.
- Holbrook, M.B. dan Hirschman, E.C. (1982) “The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun,” Journal of Consumer Research, 9(2), hal. 132–140. Tersedia pada: https://doi.org/10.1086/208906.
- Hu, H.-H. (Sunny), Kandampully, J. dan Juwaheer, D.D. (2009) “Relationships and impacts of service quality, perceived value, customer satisfaction, and image: An empirical study,” Service Industries Journal, 29(2), hal. 111–125. Tersedia pada: https://doi.org/10.1080/02642060802292932.
- Hume, M. dan Mort, G.S. (2010) “The consequence of appraisal emotion, service quality, perceived value and customer satisfaction on repurchase intent in the performing arts,” Journal of Services Marketing, 24(2), hal. 170–182. Tersedia pada: https://doi.org/10.1108/08876041011031136.
- Jang, S.C. (Shawn) dan Namkung, Y. (2009) “Perceived quality, emotions, and behavioral intentions: Application of an extended Mehrabian-Russell model to restaurants,” Journal of Business Research, 62(4), hal. 451–460. Tersedia pada: https://doi.org/10.1016/j.jbusres.2008.01.038.
- Kotler, P. dan Armstrong, G. (2014) Principles of Marketing. 15 ed. Essex: Pearson Education Limited.
- Krampf, R., Ueltschy, L. dan D’Amico, M. (2003) “The Contribution of Emotion To Consumer Satisfaction in the Service Setting,” Marketing Management Journal, 13(1), hal. 32–52. Tersedia pada: http://search.ebscohost.com/login.aspx?direct=true&db=bth&AN=18075890&site=ehost-live.
- Kuo, N.T. et al. (2011) “The impact of service quality, customer satisfaction and loyalty in the restaurant industry: Moderating effect of perceived value,” in 2011 IEEE International Conference on Quality and Reliability, ICQR 2011. Bangkok: IEEE, hal. 551–555. Tersedia pada: https://doi.org/10.1109/ICQR.2011.6031600.
- Kuo, Y.F., Wu, C.M. dan Deng, W.J. (2009) “The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services,” Computers in Human Behavior, 25(4), hal. 887–896. Tersedia pada: https://doi.org/10.1016/j.chb.2009.03.003.
- Ladhari, R. (2009) “Service quality, emotional satisfaction, and behavioural intentions: A study in the hotel industry,” Managing Service Quality: An International Journal, 19(3), hal. 308–331. Tersedia pada: https://doi.org/10.1108/09604520910955320.
- Ladhari, R., Souiden, N. dan Dufour, B. (2017) “The role of emotions in utilitarian service settings: The effects of emotional satisfaction on product perception and behavioral intentions,” Journal of Retailing and Consumer Services, 34, hal. 10–18. Tersedia pada: https://doi.org/10.1016/j.jretconser.2016.09.005.
- Lin, J.C. dan Liang, H. (2011) “The influence of service environments on customer emotion and service outcomes,” Managing Service Quality: An International Journal, 21(4), hal. 350–372. Tersedia pada: https://doi.org/10.1108/09604521111146243.
- Mehrabian, A. dan Russell, J.A. (1974) An approach to environmental psychology., An approach to environmental psychology. Cambridge, MA, US: The MIT Press.
- Namkung, Y. dan Jang, S. (2007) “Does Food Quality Really Matter in Restaurants? Its Impact On Customer Satisfaction and Behavioral Intentions,” Journal of Hospitality & Tourism Research, 31(3), hal. 387–409. Tersedia pada: https://doi.org/10.1177/1096348007299924.
- Page, S. (1995) Introductory Marketing. Stanley Thornes.
- Saleem, B.A. et al. (2015) “Product Perceived Quality and Purchase Intention with Consumer Satisfaction,” Global Journal of Management and Business Research: E Marketing, 15(1), hal. 20–27. Tersedia pada: https://globaljournals.org/GJMBR_Volume15/3-Product-Perceived-Quality.pdf.
- Schlesinger, L.A. dan Heskett, J.L. (1991) “The service-driven service company,” Harvard business review, 69(5), hal. 71–81.
- Shirai, M. (2015) “Impact of ‘High Quality, Low Price’ Appeal on Consumer Evaluations,” Journal of Promotion Management, 21(6), hal. 776–797. Tersedia pada: https://doi.org/10.1080/10496491.2015.1088922.
- Stevens, P. dan Knutson, B. (1995) “Dineserv: A tool for measuring service quality in restaurants,” The Cornell Hotel and Restaurant Administration Quarterly, 36(2), hal. 5, 56–60. Tersedia pada: https://doi.org/10.1016/0010-8804(95)93844-k.
- Wong, A. (2004) “The role of emotional satisfaction in service encounters,” Managing Service Quality: An International Journal, 14(5), hal. 365–376. Tersedia pada: https://doi.org/10.1108/09604520410557976.
- Yu, Y.T. dan Dean, A. (2001) “The contribution of emotional satisfaction to consumer loyalty,” International Journal of Service Industry Management, 12(3), hal. 234–250. Tersedia pada: https://doi.org/10.1108/09564230110393239.
- Zeithaml, V.A. (1988) “Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence,” Journal of Marketing, 52(3), hal. 2–22. Tersedia pada: https://doi.org/10.2307/1251446.
- Zeithaml, V.A., Berry, L.L. dan Parasuraman, A. (1996) “The Behavioral Consequences of Service Quality,” Journal of Marketing, 60(2), hal. 31–46. Tersedia pada: https://doi.org/10.1177/002224299606000203.
References
Andreassen, T.W. dan Lindestad, B. (1998) “The effect of corporate image in the formation of customer loyalty,” Journal of Service Research, 1(1), hal. 82–92. Tersedia pada: https://doi.org/10.1177/109467059800100107.
Andreu, L. et al. (2006) “How does the perceived retail environment influence consumers’ emotional experience? Evidence from two retail settings,” International Review of Retail, Distribution and Consumer Research, 16(5), hal. 559–578. Tersedia pada: https://doi.org/10.1080/09593960600980097.
Babin, B.J., Chebat, J.C. dan Michon, R. (2004) “Perceived appropriateness and its effect on quality, affect and behavior,” Journal of Retailing and Consumer Services, 11(5), hal. 287–298. Tersedia pada: https://doi.org/10.1016/j.jretconser.2003.09.002.
Baker, J. (1986) “The Role of the Environment in Marketing Sciences: The Consumer Perspective,” in J.A. Czepiel, C.A. Congram, dan J. Shanahan (ed.) The Services Challenge: Integrating for Competitive Advantage. Chicago: American Marketing Association, hal. 79–89.
Baker, J. et al. (2002) “The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intentions,” Journal of Marketing, 66(2), hal. 120–141. Tersedia pada: https://doi.org/10.1509/jmkg.66.2.120.18470.
Bei, L.T. dan Chiao, Y.C. (2006) “The determinants of customer loyalty: An analysis of intangibile factors in three service industries,” International Journal of Commerce and Management, 16(3–4), hal. 162–177. Tersedia pada: https://doi.org/10.1108/10569210680000215.
Bessonova, E. dan Gonchar, K. (2017) “Incentives to innovate in response to competition: The role of agency costs,” Economic Systems, 41(1), hal. 26–40. Tersedia pada: https://doi.org/10.1016/j.ecosys.2016.09.002.
Fiore, A.M. dan Kim, J. (2007) “An integrative framework capturing experiential and utilitarian shopping experience,” International Journal of Retail & Distribution Management, 35(6), hal. 421–442. Tersedia pada: https://doi.org/10.1108/09590550710750313.
Fishbein, M. dan Ajzen, I. (1975) Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research. Reading, MA: Addison-Wesley.
Grove, S.J. dan Fisk, R.P. (1997) “The impact of other customers on service experiences: A critical incident examination of ‘getting along,’” Journal of Retailing, 73(1), hal. 63–85. Tersedia pada: https://doi.org/10.1016/S0022-4359(97)90015-4.
Han, H. dan Ryu, K. (2009) “The roles of the physical environment, price perception, and customer satisfaction in determining customer loyalty in the restaurant industry,” Journal of Hospitality and Tourism Research, 33(4), hal. 487–510. Tersedia pada: https://doi.org/10.1177/1096348009344212.
Harpe, S.E. (2015) “How to analyze Likert and other rating scale data,” Currents in Pharmacy Teaching and Learning, 7(6), hal. 836–850. Tersedia pada: https://doi.org/10.1016/j.cptl.2015.08.001.
Holbrook, M.B. dan Hirschman, E.C. (1982) “The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun,” Journal of Consumer Research, 9(2), hal. 132–140. Tersedia pada: https://doi.org/10.1086/208906.
Hu, H.-H. (Sunny), Kandampully, J. dan Juwaheer, D.D. (2009) “Relationships and impacts of service quality, perceived value, customer satisfaction, and image: An empirical study,” Service Industries Journal, 29(2), hal. 111–125. Tersedia pada: https://doi.org/10.1080/02642060802292932.
Hume, M. dan Mort, G.S. (2010) “The consequence of appraisal emotion, service quality, perceived value and customer satisfaction on repurchase intent in the performing arts,” Journal of Services Marketing, 24(2), hal. 170–182. Tersedia pada: https://doi.org/10.1108/08876041011031136.
Jang, S.C. (Shawn) dan Namkung, Y. (2009) “Perceived quality, emotions, and behavioral intentions: Application of an extended Mehrabian-Russell model to restaurants,” Journal of Business Research, 62(4), hal. 451–460. Tersedia pada: https://doi.org/10.1016/j.jbusres.2008.01.038.
Kotler, P. dan Armstrong, G. (2014) Principles of Marketing. 15 ed. Essex: Pearson Education Limited.
Krampf, R., Ueltschy, L. dan D’Amico, M. (2003) “The Contribution of Emotion To Consumer Satisfaction in the Service Setting,” Marketing Management Journal, 13(1), hal. 32–52. Tersedia pada: http://search.ebscohost.com/login.aspx?direct=true&db=bth&AN=18075890&site=ehost-live.
Kuo, N.T. et al. (2011) “The impact of service quality, customer satisfaction and loyalty in the restaurant industry: Moderating effect of perceived value,” in 2011 IEEE International Conference on Quality and Reliability, ICQR 2011. Bangkok: IEEE, hal. 551–555. Tersedia pada: https://doi.org/10.1109/ICQR.2011.6031600.
Kuo, Y.F., Wu, C.M. dan Deng, W.J. (2009) “The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services,” Computers in Human Behavior, 25(4), hal. 887–896. Tersedia pada: https://doi.org/10.1016/j.chb.2009.03.003.
Ladhari, R. (2009) “Service quality, emotional satisfaction, and behavioural intentions: A study in the hotel industry,” Managing Service Quality: An International Journal, 19(3), hal. 308–331. Tersedia pada: https://doi.org/10.1108/09604520910955320.
Ladhari, R., Souiden, N. dan Dufour, B. (2017) “The role of emotions in utilitarian service settings: The effects of emotional satisfaction on product perception and behavioral intentions,” Journal of Retailing and Consumer Services, 34, hal. 10–18. Tersedia pada: https://doi.org/10.1016/j.jretconser.2016.09.005.
Lin, J.C. dan Liang, H. (2011) “The influence of service environments on customer emotion and service outcomes,” Managing Service Quality: An International Journal, 21(4), hal. 350–372. Tersedia pada: https://doi.org/10.1108/09604521111146243.
Mehrabian, A. dan Russell, J.A. (1974) An approach to environmental psychology., An approach to environmental psychology. Cambridge, MA, US: The MIT Press.
Namkung, Y. dan Jang, S. (2007) “Does Food Quality Really Matter in Restaurants? Its Impact On Customer Satisfaction and Behavioral Intentions,” Journal of Hospitality & Tourism Research, 31(3), hal. 387–409. Tersedia pada: https://doi.org/10.1177/1096348007299924.
Page, S. (1995) Introductory Marketing. Stanley Thornes.
Saleem, B.A. et al. (2015) “Product Perceived Quality and Purchase Intention with Consumer Satisfaction,” Global Journal of Management and Business Research: E Marketing, 15(1), hal. 20–27. Tersedia pada: https://globaljournals.org/GJMBR_Volume15/3-Product-Perceived-Quality.pdf.
Schlesinger, L.A. dan Heskett, J.L. (1991) “The service-driven service company,” Harvard business review, 69(5), hal. 71–81.
Shirai, M. (2015) “Impact of ‘High Quality, Low Price’ Appeal on Consumer Evaluations,” Journal of Promotion Management, 21(6), hal. 776–797. Tersedia pada: https://doi.org/10.1080/10496491.2015.1088922.
Stevens, P. dan Knutson, B. (1995) “Dineserv: A tool for measuring service quality in restaurants,” The Cornell Hotel and Restaurant Administration Quarterly, 36(2), hal. 5, 56–60. Tersedia pada: https://doi.org/10.1016/0010-8804(95)93844-k.
Wong, A. (2004) “The role of emotional satisfaction in service encounters,” Managing Service Quality: An International Journal, 14(5), hal. 365–376. Tersedia pada: https://doi.org/10.1108/09604520410557976.
Yu, Y.T. dan Dean, A. (2001) “The contribution of emotional satisfaction to consumer loyalty,” International Journal of Service Industry Management, 12(3), hal. 234–250. Tersedia pada: https://doi.org/10.1108/09564230110393239.
Zeithaml, V.A. (1988) “Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence,” Journal of Marketing, 52(3), hal. 2–22. Tersedia pada: https://doi.org/10.2307/1251446.
Zeithaml, V.A., Berry, L.L. dan Parasuraman, A. (1996) “The Behavioral Consequences of Service Quality,” Journal of Marketing, 60(2), hal. 31–46. Tersedia pada: https://doi.org/10.1177/002224299606000203.