PENGARUH SELF SERVICE TECHNOLOGY (ISST) TERHADAP KEPUASAN DAN LOYALITAS : DENGAN MEDIASI RELATIONAL BENEFITS

Authors

  • Yohan Wismantoro Fakultas Ekonomi dan Bisnis UniversitaS Dian Nuswantoro

DOI:

https://doi.org/10.33633/jpeb.v1i1.1479

Abstract

Penerapan layanan mandiri berbasis teknologi dalam penyampaian layanan telah berkembang pesat dalam beberapa tahun terakhir, namun pemahaman tentang mempertahankan konsumen dan kepuasan pelanggan dalam konteks seperti itu terbatas. Makalah ini mengusulkan kerangka konseptual yang memanfaatkan konstruksi manfaat relasional untuk menjelaskan hubungan antara atribut teknologi self-service berbasis internet, loyalitas pelanggan dan kepuasan. Hasil studi empiris yang menggunakan dua konteks dan mendukung model dimediasi. Artinya, manfaat kepercayaan memediasi dampak pengendalian dan kinerja yang dirasakan pada loyalitas dan kepuasan pelanggan, sedangkan manfaat perlakuan khusus memediasi hubungan efisiensi dan kenyamanan dengan loyalitas pelanggan dan kepuasan. Kata Kunci: Retensi Pelanggan; Kesetiaan Pelanggan; Manfaat Relasional; Berbasis Teknologi Swalayan

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Published

2017-05-31

Issue

Vol. 1 No. 1 (2016): Jurnal Penelitian Ekonomi dan Bisnis

Section

Articles

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