Email this article 
PRINT ISSNPERANAN RELATIONAL BENEFITS DAN PERCEIVED VALUE DALAM MENINGKATKAN TRUST DAN LOYALITAS PELANGGAN KLINIK KECANTIKAN
Abstract
This study analyzed the influence of relational benefits and perceived value in increasing customer trust and loyalty. This study used the data of 130 questionnaires with purposive sampling as the sampling method performed on Miracle Aesthetic beauty clinic in Malang. The population was all customers of Miracle Clinic who were currently in Miracle Clinic. The data analysis instrument was Structural Equation Modeling (SEM) on program SmartPLS version 2.0. The analysis result showed that relational benefits had the highest influence on trust and loyalty. Perceived value influenced the increase of customer trust and loyalty. In this study, trust also increased customer loyalty and increase the influence of relational benefits on loyalty and perceived value on loyalty partially. Loyal customer contributed to Miracle by performing indirect marketing through word of mouth. Then, customers made Miracle Clinic in Malang their main preference in beauty service. The managerial implication suggested by this study is emphasizing on the implementation of relational benefits and increasing perceived value of old and new customers so that the customers trust the company more and be loyal.
DOI : https://doi.org/10.26905/jbm.v5i1.2317
Keywords
References
A. Vincent, N., & M. Webster, C. (2013). Exploring relationship marketing in membership associations. European Journal of Marketing, 47(10), 1622-1640.
Akbar, M. M., & Parvez, N. (2009). Impact of service quality, trust, and customer satisfaction on customers loyalty. ABAC Journal, 29(1).
Anderson, E. W., Fornell, C., & Mazvancheryl, S. K. (2004). Customer satisfaction and shareholder value. Journal of marketing, 68(4), 172-185.
Anderson, J. C., & Gerbing, D. W.1988. “Structural equation modeling in practice:a review of recommended two-step approach”. Psychological Bulletin, 103(3), 411−423.
Anuwichanont, J., & Mechinda, P. (2011). The impact of perceived value on spa loyalty and its moderating effect of destination equity. Journal of Business & Economics Research (JBER), 7(12).
Arikunto, S., & Pendekatan, P. P. S. (2006). Praktek. Jakarta: Rineka Cipta.
Aydin, S., Ozer, G., & Arasil, O. (2005). Customer loyalty and the effect of switching costs as a moderator variable: A case in the Turkish mobile phone market. Marketing Intelligence & Planning, 23(1), 89-103.
Bagozzi, R. P., & Yi, Y. 1988. On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74−94.
Beatty, S. E., Mayer, M., Coleman, J. E., Reynolds, K. E., & Lee, J. (1996). Customer-sales associate retail relationships. Journal of retailing, 72(3), 223-247.
Berry, L. L., & Parasuraman, A. 1991. “Marketing services”. New York: Free Press.
Black, J. A., & Champion, D. J. (1976). Methods and issues in social research. John Wiley & Sons.
Bove, Liliana. 2005. The Impact of Relational Benefits on Customer Trust and Commitment. ANZMAC Journal 2005, University of Melbourne.
C. Richard & O. Loury.2013. The Impact of Product Quality on Perceived Value, Trust, and Students Intention to Purchase Electronic Gadgets. Mediterranean Journal of Social Sciences, vol 4. No 14, November 2013.
C. Richard & S. Maxwell. 2013. Customer Satisfaction, Trust and Loyalty as Predictors of Customer Intention to Re-Purchase South African Retailing Industry. Mediterranean Journal of Social Sciences vol. 4, no. 14, November 2013.
Chan, S. 2003, Relationship Marketing: Inovasi Pemasaran yang Membuat Pelanggan Bertekuk Lutut , Jakarta: Penerbit PT Gramedia Pustaka Utama
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.
Chen, H. H., & Gatfield, T. (2011). The effect of expertise of service provider, relational benefit on loyalty-an empirical study of hairstyle franchise system. Journal of International Management Studies, 6(1), 1.
Chen, P. T., & Hu, H. H. (2010). The effect of relational benefits on perceived value in relation to customer loyalty: An empirical study in the Australian coffee outlets industry. International journal of hospitality management, 29(3), 405-412..
Chen, Y. S., & Chang, C. H. (2012). Enhance green purchase intentions: The roles of green perceived value, green perceived risk, and green trust. Management Decision, 50(3), 502-520.
Chinomona, R., & Sandada, M. (2013). Customer satisfaction, trust and loyalty as predictors of customer intention to re-purchase South African retailing industry. Mediterranean Journal of Social Sciences, 4(14), 437.
Chumpitaz Caceres, R., & Paparoidamis, N. G. (2007). Service quality, relationship satisfaction, trust, commitment and business-to-business loyalty. European journal of marketing, 41(7/8), 836-867.
Churchill, G. (2005). Dasar-Dasar Riset Pemasaran Edisi 4 Jilid 2 (Diterjemahkan oleh: Dwi Kartini Yahya).
Comer, J. M., Plank, R. E., Reid, D. A., & Pullins, E. B. (1999). Methods in Sales Research: Perceived Trust in Business-to-Business Sales: A New Measure. Journal of Personal Selling & Sales Management, 19(3), 61-71.
Cooper, D. R., & Schindler, P. S. (2003). Research methods. Boston, MA: Irwin.
Dabholkar, P. A., & Sheng, X. (2012). Consumer participation in using online recommendation agents: effects on satisfaction, trust, and purchase intentions. The Service Industries Journal, 32(9), 1433-1449.
Dagger, T. S., & O'Brien, T. K. (2010). Does experience matter? Differences in relationship benefits, satisfaction, trust, commitment and loyalty for novice and experienced service users. European Journal of Marketing, 44(9/10), 1528-1552.
Dagger, T. S., Danaher, P. J., & Gibbs, B. J. (2009). How often versus how long the interplay of contact frequency and relationship duration in customer-reported service relationship strength. Journal of Service Research, 11(4), 371-388.
Dharmmesta, B. S. (1999). Loyalitas Pelanggan: Sebuah Kajian Konseptual Sebagai Paduan Bagi Peneliti. Journal of Indonesian Economy and Business, 14(3).
Euromonitor International, “ Penjualan kosmetik Indonesia “. 15 Januari 2014. (www.ekbis.sindonews.com, 2014)
Ferdinand, Augusty. 2000. Structural Equation Modeling dalam Penelitian Manajemen. BP Universitas Diponegoro. Semarang.
Gao, H., & Liu, D. (2014). Relationship of trustworthiness and relational benefit in electronic catalog markets. Electronic Markets, 24(1), 67-75.
Ghozali, I., 2004. Model Persamaan Struktural: Konsep dan Aplikasi dengan Program AMOS Ver. 5.0. BP Universitas Diponegoro, Semarang
Gill, H., Boies, K., Finegan, J. E. and McNally, J. 2005. Antecedents of trust: Establishing a boundary condition for the relation between propensity to trust and intention to trust . Journal of Business and Psychology, Vol. 19 No. 3, pp. 287-302.
Grayson, K., Johnson, D. and Chen, D.-F. R. 2008. Is Firm Trust Essential in a Trusted Environment? How Trust in the Business Context Influences Customers. Journal of Marketing Research, Vol. 45 No. 2, pp. 241-256.
Griffin, J. (1995). Customer loyalty. ESENSI.
Gronroos, C. 1994. From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing. Management Decision, Vol. 32 No. 2, pp. 4-20.
Gwinner, K. P., Bitner, M. J., Brown, S. W., & Kumar, A. (2005). Service customization through employee adaptiveness. Journal of Service Research, 8(2), 131-148.
Gwinner, K. P., Gremler, D. D., & Bitner, M. J. (1998). Relational benefits in services industries: the customer’s perspective. Journal of the academy of marketing science, 26(2), 101-114.
Hair, J, Black, W, Babin, B, Anderson, R & Tatham, R 2006, Multivariate data analysis, 6th edn, Pearson Education, Inc, Upper Saddle River, New Jersey.
Harris, L. C., & Goode, M. M. (2004). The four levels of loyalty and the pivotal role of trust: a study of online service dynamics. Journal of retailing, 80(2), 139-158.
Hartono, J. Abdillah. 2009. Konsep & Aplikasi PLS (Partial Least Square) untuk Penelitian Empiris. Yogyakarta: BPFE Yogyakarta.
Hauser, J. R. (1988). Note-Competitive price and positioning strategies. Marketing Science, 7(1), 76-91.
Hennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002). Understanding relationship marketing outcomes an integration of relational benefits and relationship quality. Journal of service research, 4(3), 230-247.
Hoffman, P. N., Griffin, J. W., & Price, D. L. (1984). Control of axonal caliber by neurofilament transport. The Journal of cell biology, 99(2), 705-714.
Hurriyati, R. (2005). Bauran Pemasaran dan Loyalitas Konsumen: Fokus pada Konsumen Kartu Kredit Perbankan.
Jaya, I. G. N. M., & Sumertajaya, I. M. (2008). Pemodelan Persamaan Struktural dengan Partial Least Square. Semnas Matematika dan Pendidikan Matematika 2008.
Jogiyanto, H. M., & Abdillah, W. (2009). Konsep dan aplikasi PLS (Partial Least Square) untuk penelitian empiris. BPFE Fakultas Ekonomika dan Bisnis UGM. Yogyakarta.
Johnson, M. S., Sivadas, E., & Garbarino, E. (2008). Customer satisfaction, perceived risk and affective commitment: an investigation of directions of influence. Journal of Services Marketing, 22(5), 353-362.
Ju Rebecca Yen, H., & Gwinner, K. P. (2003). Internet retail customer loyalty: the mediating role of relational benefits. International Journal of Service Industry Management, 14(5), 483-500.
K. Roland & H.K. Werner. 2010. Consumer trust in service companies: a multiple mediating analysis. Intitute of Marketing, University of Munich.
Kantamneni, S. P., & Coulson, K. R. (1996). Measuring perceived value: Findings from preliminary research. Journal of Marketing Management, 6(2), 72-86.
Kantsperger, R., & Kunz, W. H. (2010). Consumer trust in service companies: a multiple mediating analysis. Managing Service Quality: An International Journal, 20(1), 4-25.
Kim, D., & Benbasat, I. (2003). Trust-Related Arguments in Internet Stores: A Framework for Evaluation. J. Electron. Commerce Res., 4(2), 49-64.
Kinard, B. R., & Capella, M. L. (2006). Relationship marketing: the influence of consumer involvement on perceived service benefits. Journal of Services Marketing, 20(6), 359-368.
Kotler, P, 1994. Manajemen Pemasaran, Analisis, Implementasi dan Pengendalian . Salemba Empat, Jakarta
Kotler, P. T., & Lee, N. R. (2009). Up and out of poverty: The social marketing solution. Pearson Prentice Hall.
Kotler, P., & Armstrong, G. (2010). Principles of marketing. pearson education.
Kotler, P., Keller, K.L. 2005. Marketing Management . Twelfth Edition. Pearson Education Inc.
Lapierre, J. (2000). Customer-perceived value in industrial contexts. Journal of Business & Industrial Marketing, 15(2/3), 122-145.
Lau, G. T., & Lee, S. H. (1999). Consumers' trust in a brand and the link to brand loyalty. Journal of Market-Focused Management, 4(4), 341-370.
Lemon, K. N., Rust, R. T., & Zeithaml, V. A. (2001). What drives customer equity. Marketing Management, 10(1), 20.
Malhotra, N. K., Kim, S. S., & Patil, A. (2006). Common method variance in IS research: A comparison of alternative approaches and a reanalysis of past research. Management science, 52(12), 1865-1883.
Mayer, R. C., Davis, J. H. and Schoorman, F. D. (1995), An Integrative Model of Organizational Trust, Academy of Management Review, Vol. 20 No. 3, pp. 709-734.
McDougall, G. H., & Levesque, T. (2000). Customer satisfaction with services: putting perceived value into the equation. Journal of services marketing, 14(5), 392-410.
Miles, M. P., & Covin, J. G. (2000). Environmental marketing: A source of reputational, competitive, and financial advantage. Journal of business ethics, 23(3), 299-311.
Molina, A., Martín-Consuegra, D., & Esteban, Á. (2007). Relational benefits and customer satisfaction in retail banking. International Journal of Bank Marketing, 25(4), 253-271.
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. The journal of marketing, 20-38.
Oktora, K., & Achyar, A. (2014). The Effect Of Post-Purchased Perceived-Value Towards The Relationship Quality Of Hajj And Umrah Travel Agencies In Indonesia. The South East Asian Journal of Management, 8(1), 29.
Oliver, R. L. (1999). Whence consumer loyalty?. the Journal of Marketing, 33-44.
Prayoga, I. M. S., Yasa, N. N. K., & Wardana, M. (2015). Relational Benefits, Kepuasan, Dan Loyalitas Pelanggan Pada Bengkel PT HONDA DEWATA MOTOR. Jurnal Manajemen dan Kewirausahaan (Journal of Management and Entrepreneurship), 17(1), 11-20.
Rangkuti, Fredy. 2003. Measuring Customer Satisfaction: Gaining Customer Relationship Strategy. Cetakan Kedua. Gramedia Pustaka Utama, Jakarta.
Riduwan, K. E. A., & Engkos, A. (2007). Cara menggunakan dan memakai analisis jalur (path analysis). Penerbit: Alfabeta. Bandung.
Ryals, L., & Knox, S. (2001). Cross-functional issues in the implementation of relationship marketing through customer relationship management. European management journal, 19(5), 534-542.
S. J. and Deans K. R. 2003. Consumer relational benefits and switching costs in Internet-based electronic markets: a conceptual exploration. Journal of University of Otago. Online Marketing Track.
Schoorman, F. D., Mayer, R. C., & Davis, J. H. (2007). An integrative model of organizational trust: Past, present, and future. Academy of Management review, 32(2), 344-354.
Sheth, J.N. and A.Parvatuyar(1995). The evolution of relationship marketing. International Business Review, 4(4), 397-418.
Singarimbun, M. Effendi. 2006. Metode Penelitian Survei.
Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer trust, value, and loyalty in relational exchanges. Journal of marketing, 66(1), 15-37.
Smith, R. E., & Wright, W. F. (2004). Determinants of customer loyalty and financial performance. Journal of management accounting research, 16(1), 183-205.
Stanton, M. (2005). Relapse prevention needs more emphasis on interpersonal factors.
Sugiyono, S. (2009). Metode Penelitian Kualitatif. Bandung: CV Alfabeta.
Sugiyono. 2008. Statistik untuk Penelitian. Bandung: CV Alfabeta. Thomas, O.O., Petersen
Sweeney, J. C., & Soutar, G. N. 2001. Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2): 203–220.
T.K. Hean & X. Yi.2009. Corporate reputation and customer behavioral intentions: The role of trust, identification, and commitment. Industrial Marketing Management 38(2009), 732-742.
Teo, P. K. (2013). The effects of perceived value and trust on customer loyalty and mediating effects of customer satisfaction: A study of foreign banks in Kota Kinabalu Sabah (Doctoral dissertation, Universiti Malaysia Sabah).
Tjiptono, F. (2005). Pemasaran Jasa, edisi pertama, cetakan pertama. Malang: BayuMedia Publishing.
Velnampy, T., & S Sivesan, P. (2012). Customer Relationship Marketing and Customer Satisfaction: A Study on Mobile Service Providing Companies in Sri Lanka. Global journal of management and business research, 12(18).
Wai, C.H.,Lu,T.H.,Ngoh.,TB.,& Jin.,W.P. 2012. The Effect of Service Quality. Relational Benefits, Perceived Value and Customer Satisfaction Towards Customer Loyalty in Hair Salon Industry. Bachelor of International Business. Universiti Tunku Abdul Rahman.
Wibowo, S., 2006. Implementasi Releationship Marketing Pada Industri Hospitality. Utilitas, Vol 14 No 2, Juni, Hal 178-196.
Wiedenfels, G. 2009. Trust of potential buyers in new entrepreneurial ventures. Gabler, Wiesbaden: GWV Faceverlage GmbH.
Wilson, A., Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2012). Services marketing: Integrating customer focus across the firm. McGraw Hill.
Wulf, K. D., Odekerken-Schröder, G., & Iacobucci, D. (2001). Investments in consumer relationships: A cross-country and cross-industry exploration. Journal of marketing, 65(4), 33-50.
Xi, F., & Mingli, Z. (2013). Personality Traits, Relational Benefits and Customer Loyalty: An Empirical Study in Service Context. Journal of Convergence Information Technology, 8(10), 691.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. The Journal of marketing, 2-22.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. the Journal of Marketing, 31-46.
Zheithaml, V. A., Bitner, M. J., & Gremler, D. D. (2006). Service marketing: Integrating customer focus across the firm. 4th Edition. New York: McGraw Hill.
DOI: https://doi.org/10.26905/jbm.v5i1.2317
Refbacks
- There are currently no refbacks.
Jurnal Bisnis dan Manajemen |
- Address: Terusan Dieng Street 62-64 Malang, Indonesia
- Website: http://jurnal.unmer.ac.id/index.php/jbm
- Email: [email protected]
- Phone: +62 812-6060-7222
