Analysis of Three Antecedent Dimensions of Service Towards Consumer's Trust and Their Impact on Post-Purchase Behavior

Authors

  • Retno Dewanti Binus University
  • Wendy Teoh Universiti Teknologi MARA Malaysia
  • Yulia Wati Chosun University Korea
  • Rahayu Rahayu Binus University

DOI:

https://doi.org/10.21512/tw.v12i2.670

Keywords:

interaction, environment, outcome, trust, post purchase, behavior

Abstract

In the last few years retail industry in Indonesia has been grown rapidly by three main factors, namely economic, demographic and socio-cultural. If a retail business can gain success in Malaysia, it may not gain the same success in Indonesia. A research is conducted using associative analysis by correlation test with path analysis technique and Pearson Product Moment correlation. The results of this research show that three antecedents of service variables – interaction quality, the quality of physical environment, and outcome quality – are related to each other and simultaneously influence consumer’s trust. Regarding to the partial analysis, it is found that the quality of physical environment and consumer’s trust has significant effects on post-purchase behavior. Path analysis shows that three antecedents of service indirectly contribute to consumer post-purchase behavior through consumer’s trust. However, the outcome quality provides the largest contribution on it.

Dimensions

Plum Analytics

Author Biographies

Retno Dewanti, Binus University

Jurusan Manajemen, Fakultas Ekonomi dan Komunikasi

Rahayu Rahayu, Binus University

Jurusan Manajemen, Fakultas Ekonomi dan Komunikasi

References

Aaker, K. (2003). Marketing Research. New Jersey: Prentice Hall.

Chong Ju Choi; Eldomiaty, Tarek Ibrahim; Sae Won Kim. (2007). Consumer Trust, Social Marketing & Ethics of Welfare Exchange. Journal of Business Ethics, 74 (1), 17 - 23. Diakses dari http://www.mendeley.com/research/consumer-trust-social-marketing-ethics-welfare-exchange/.

Ma’ruf, Hendri. (2006). Pemasaran Ritel. Jakarta: PT Gramedia Pustaka Utama.

Riduwan, Kuncoro. (2007). Cara Menggunakan Dan Memaknai Analisis Jalur (Path Analiysis). Bandung: Alfabeta.

Whidya, Christina. (2006). Manajemen Ritel Strategi dan Implementasi Ritel Modern. Jakarta: Salemba Empat.

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Published

2011-09-30
Abstract 474  .
PDF downloaded 365  .