THE EFFECT OF E-SERVICE QUALITY, PERCEIVED PRICE, ALTERNATIVE ATTRACTIVENESS TOWARD INTENTION TO SWITCH AND CUSTOMER SATISFACTION AS MEDIATOR (SURVEY AMONG SOCIOLLA"™S CUSTOMER)

Abstract

Abstract

The purpose of this study is to analyze The Effect E-Services Quality, Perceived Price, Alternative Attractiveness toward Intention to Switch and Customer Satisfaction as Mediator. This research was conducted in Indonesia with a sample of 150 participants. The data collection included questionnaires In this study, the data analysis method used is the   Structural  Equation   Model  Partial  Least  Square   (SEMPLS)   method. To   perform analysis using the PLS method, this study uses the smartPLS 3.3 software. The results showed that E-service quality, perceived price and customer satisfaction has direct effect negatively and significantly toward intention to switch, while attractiveness alternatives have a positive and significant direct influence on intention to switch. The results of mediation effect analysis proved that E-service quality, perceived price, and attractiveness alternatives have indirect effect toward intention to switch through customer satisfaction. Keywords: E-service quality, perceived price, alternative attractiveness, customer satisfaction, intention to switch

References

Arianto, A. B. (2013). Pengaruh Atribut Produk, Harga, Kebutuhan Mencari Variasi dan Ketidakpuasan Konsumen terhadap Keputusan Perpindahan Merek dari Samsung Galaxy Series di Kota Malang. JURNAL APLIKASI MANAJEMEN, VOLUME 11(2), 294-305.

Arifin, S., Suharyono, & Wilopo. (2013). Pengaruh Perceived Price dan Perceived Value Pada Produk Bundling Terhadap Minat Beli. Jurnal Administrasi Bisnis (JAB), 168-176.

Baron, R. M., & Kenny, D. A. (1986). The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations . Journal of Personality and Social Psychology,

1173-1182.

Blut, M., Chowdhry, N., Mittal, V., & Brock, C. (2015). E-Service Quality: A Meta- Analytic Review. Journal of Retailing.

Carlson, J., & O"™Cass, A. (2010). Exploring the relationships between e-service quality, satisfaction, attitudes and behaviours in content-driven e-service web sites. Journal of Services Marketing, 112"“127.

Cheng, C. C., Chiu, S. I., Hu, H. Y., & Chang, Y. Y. (2011). A study on exploring the relationship between customer satisfaction and loyalty in the fast food industry: With relationship inertia as a mediator. African Journal of Business Management Vol. 5(13), 5118-5126.

Chowdhury, S. K., Salam, M., & Hasan, M. (2014). Antecedents and Consequences of Customer Satisfaction: An Empirical Study on Retail Store in Bangladesh. Stamford Journal of Business Studies 6(1).

Cresswell, J. W., & Cresswell, J. D. (2018). Research Design : Qualitative, Quantitative, and Mixed Methods Approaches. Lost Angeles: SAGE Publications, Inc.

Fei, L., & Bo, X. (2014). Do I Switch? Understanding Users' Intention to Switch Between Social Network Sites. Hawaii International Conference on System Science.

Hair, J. F., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a Silver Bullet.

Journal of Marketing Theory and Practice, vol. 19, no. 2, 139"“151.

Han, H., Kim, W., & Hyun, S. S. (2011). Switching intention model development: Role of service performances, customer satisfaction, and switching barriers in the hotel industry. International Journal of Hopitality Management 30.

Hartono, K., & Wahyono. (2018). The Influence of Satisfaction, Variety Seeking, and Alternative Attractiveness to Switching Behaviour Through Switching Intentions. Management Analysis Journal 7 (3).

Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer Repurchase Intention: A General Structural Equation Model. European Journal of Marketingg, vol. 37, no. 11, 1762-1800.

Holloway, B. B., Wang, S., & Parish, J. T. (2005). The Role of Cumulative Online Purhasing Experience in Service Recovery Management. JOURNAL OF INTERACTIVE MARKETING 19 (3), 54-66.

Hussein, A. S. (2015). Penelitian Bisnis dan Manajemen Menggunakan Partial

Least Squares (PLS) dengan smartPLS 3.0.

Indrata, S. L., Susanti, C. E., & Kristanti, M. M. (2017). Pengaruh Perceived Value dan E-Service Quality Terhadap Customer Behavioral Intention Melalui Customer Satisfaction Pada Pengguna GOJEK di Surabaya. Kajian Ilmiah Mahasiswa Manajemen (KAMMA) Vol 6 no 2, 131-147.

Jones, M. A., Mothersbaugh, D. L., & Beatty, S. E. (2000). Switching Barriers and

Repurchase Intentions in Services. Journal of Retailing, Volume 76(2), 259"“

274.

Kotler, P., & Keller, K. L. (2013). Marketing Management 14th ed. New Jersey: Pearson Education, Inc.

Lee, Y. K., Ahn, W. K., & Kim, K. (2008). A Study on the Moderating Role of Alternative Attractiveness in the Relationship Between Relational Benefits and Customer Loyalty. International Journal of Hospitality & Tourism Administration 9(1).

Liu, C. H. (2015). The Impact on Switching Intention of Etrading Systems for The

Securities Industry . Global Journal of Business Research Vol. 9, No. 1, 75-

88.

Liu, C., Wang, S., & Jia, G. (2020). Exploring E-Commerce Big Data and Customer-Perceived Value: An Empirical Study on Chinese Online Customers. Sustainability , 1-22.

Liu, Y., Li, H., Xu, X., Kostakos, V., & Heikkilä, J. (2016). Modeling consumer switching behavior in social network games by exploring consumer cognitive dissonance and change experience. Industrial Management & Data Systems, 801-820.

Mandira, D. A., Suliyanto, & Nawarini, A. (2018). The Influence Customer Trust, Service Quality, and Perceived Price on Customer Satisfaction and Customer Loyalty. Journal of Research in Management, 16-21.

Mittal, B., & Lassar, W. M. (1998). Why do customers switch? The dynamics of satisfaction versus loyalty . THE JOURNAL OF SERVICES MARKETING, VOL. 12 NO. 3 , 177-194.

Muharam, W., & Soliha, E. (2017). Kualitas Produk, Citra Merek, Persepsi Harga dan Keputusan Pembelian Konsumen Honda Mobilio. Prosiding Seminar Nasional Multi Disiplin Ilm&Call For Paper UNNISBANKKE-3, 756-762.

Peng, X., Scott, R., Prybutok, V., & Sidorova, A. (2014). Product quality vs service quality in the mobile industry: Is there a dominant driver of customer intention to switch providers? Operations Management Research.

Permana, M. V. (2013). Peningkatan Kepuasan Pelanggan Melalui Kualitas Produk dan Kualitas Layanan. Jurnal Dinamika Manajemen Vol.4, No 2, 115-131.

Ping, R. A. (2003). Antecedents of satisfaction in a marketing channel. Journal of

Retailing 79, 237"“248.

Saleh, D. A., Althonayan, A., Alhabib, A., Alrasheedi, E., & Alqahtani, G. (2015).

Customer Satisfaction and Brand Switching Intention: A Study of Mobile

Services in Saudi Arabia. Expert Journal of Marketing, 62-72.

Santos, J. (2003). E-Service Quality A Model of Virtual Sevice Quality Dimension.

Managing Service Quality Vol. 13, 233-246.

Sarstedt, M., Ringle, C. M., & Hair, J. F. (2017). Partial Least Squares Structural

Equation. Springer International Publishing AG.

Shirin, A., & Puth, G. (2011). Customer satisfaction, brand trust and variety seeking as determinants of brand loyalty . African Journal of Business Management Vol. 5(30), 11899-11915.

Song, J. H., & Lim, D. H. (2015). Mediating Analysis Approaches: Trends and Implications for Advanced Applications in HRD Research. Advances in Developing Human Resources, 57"“71.

Sugiyono. (2013). Metode Kuantitatif Kualitatif dan R&D . Bandung: Alfabeta. Susanti, C. E. (2019). The Effect of Service Quality and Perceived Price Fairness

on Consumer Loyalty through Consumer Satisfaction on Budget Hotel in

East Java. Indian Journal of Science and Technology, Vol 12(6).

Tampi, R. V. (2013). The Role of Perceived Value and Perceived Price to Influence Customer Satisfaction and Customer Loyalty at PT Bank Sulut. Jurnal EMBA Vol.1 No.4, 858-865.

Udo, G. J., Bagchi, K. K., & Kirs, P. J. (2010). An assessment of customers"™ e- service quality perception, satisfaction and. International Journal of Information Management 30, 481-492.

Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: dimensionalizing, measuring and predicting. Journal of Retailing 79, 183-198.

Xu, Y., Goedegebuure, R., & Heijden, B. v. (2006). Customer Perception, Customer Satisfaction, and Customer Loyalty Within Chinese Securities Business: Towards a Mediation Model for Predicting Customer Behavior. Journal of Relationship Marketing, Vol. 5(4).

Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing Vol.

52, 2-22.

Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2000). A Conceptual Framework for Understanding e-Service Quality: Implication for Future Research and Managerial Practices. Marketing Science Institute.