The effect of perceived value, customer satisfaction, and customer trust on customer retention
Keywords:
Perceived value, customer satisfaction, customer trust, customer retention
Abstract
This study aims to analyze how the effect of perceived value, customer satisfaction, customer trust on customer retention of tokopedia customers in padang city. This reserach was conducted using quantitative methods. The population this study are customers who have used to Tokopedia site in the last 2 months. The research sample is 150 respondents. This study uses a structural equation model (SEM) test with smart PLS software as a data analysis tool. The results of this study found that: (1) Perceived value has a positive and significant effect on tokopedia’s customer retention (2) Perceived value has a positive and significant effect on tokopedia customer satisfaction (3) Customer satisfaction has a positive and significant effect on tokopedia’s customer retention (4) Customer satisfaction has a positive and significant effet on tokopedia’s customer trust (5) Customer trust has a positive and significant effect on tokopedia’s customer retention.
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References
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Anuraga, Gangga, Eidy Sulistiyawan & Siti Munandiroih. (2017). Structural eiquatioin moideiling – partial leiast squarei untuk peimoideilan indeiks peimbangunan keiseihatan masyarakat (IPKM) di Jawa Timur. Seiminar Nasioinal Mateimatika dan Aplikasinya. Surabaya: Univeirsitas Airlangga.
Bahri-Ammari, N., & Bilgihan, A. (2017). Thei eiffeicts oif distributivei, proiceidural, and inteiractioinal justicei oin custoimeir reiteintioin: An eimpirical inveistigatioin in thei moibilei teileicoim industry in Tunisia.Joiurnal oif Reitailing and Coinsumeir Seirviceis, 37(Noiveimbeir 2016), 89–100. https://doii.oirg/10.1016/j.jreitcoinseir.2017.02.012
Boizic, B., & Kuppeilwieiseir, V. G. (2019). Custoimeir trust reicoiveiry: An alteirnativei eixplanatioin. Joiurnal oifReitailingand Coinsumeir Seirviceis,49(Feibruary), 208–218. https://doii.oirg/10.1016/j.jreitcoinseir.2019.04.002
Hsin Chang, H., & Wang, H. W. (2011). Thei moideirating eiffeict oif custoimeir peirceiiveid valuei oin oinlinei shoipping beihavioiur. In Oinlinei Infoirmatioin Reivieiw (Voil. 35, Issuei 3). https://doii.oirg/10.1108/14684521111151414
Cheing, Y., & Shein, H. (2020). Uniteid Airlineis crisis froim thei stakeihoildeir peirspeictivei : Eixploiring custoimeirs ’ eithical judgmeint , trust and distrust , and beihavioiral inteintioins. Public Reilatioins Reivieiw, May 2019, 101908. https://doii.oirg/10.1016/j.pubreiv.2020.101908
Cheiei, V. S., & Husin, M. M. (2020) Thei Eiffeict oif Seirvicei Quality, Satisfactioin and Loiyalty toiward Custoimeir Reiteintioin in thei Teileicoimmunicatioin Industry. Inteirnatioinal Joiurnal oif Acadeimic Reiseiarch in Busineiss and Soicial Scieinceis. 10(9), 55-71, http://dx.doii.oirg/10.6007/IJARBSS/v10- i9/7496
Fieirroi, Jeisús, and Lily Xueihui Gaoi. 2021. “Jurnal Riteil Dan Layanan Koinsumein Peindeikatan Dinamis Untuk Leibih Meimahami Reiteinsi Peilanggan.” 61(April).
Feirnandeis, T., & Moireiira, M. (2019). Coinsumeir brand eingageimeint, satisfactioin and brand loiyalty: a coimparativei study beitweiein functioinal and eimoitioinal brand reilatioinships. Joiurnal oif Proiduct and Brand Manageimeint, 28(2), 274-286. https://doii.oirg/10.1108/JPBM-08-2017-1545
Grisaffei, D. B., & Nguyein, H. P. (2011). Anteiceideints oif eimoitioinal attachmeint toi brands. Joiurnal oif Busineiss Reiseiarch, 04(10), 1052-1059 https://doii.oirg/10.1016/j.jbusreis.2010.11.002
Han, H., Joingsik, Y., & Hyun, S. S. (2020). Naturei baseid soilutioins and custoimeir reiteintioin strateigy: Eiliciting custoimeir weill-beiing eixpeirieinceis and seilf-rateid meintal heialth. Inteirnatioinal Joiurnal oif Hoispitality Manageimeint, 86(Deiceimbeir 2019). https://doii.oirg/10.1016/j.ijhm.2019.102446
Hanaysha, J. Rajeih (2018) Custoimeir reiteintioin and thei meidiating roilei oif peirceiiveid valuei in reitail industry. Woirld Joiurnal oif Eintreipreineiurship, Manageimeint and Sustainablei Deiveiloipmeint, 14(1), 2-24, https://doii.oirg/10.1108/WJEiMSD-06-2017-0035
Hamari, J., Hanneir, N., & Koiivistoi, J. (2020). “Why pay preimium in freieimium seirviceis?” A study oin peirceiiveid valuei, cointinueid usei and purchasei inteintioins in freiei-toi-play gameis. Inteirnatioinal Joiurnal oif Infoirmatioin Manageimeint, 51(Noiveimbeir2018),102040. https://doii.oirg/10.1016/j.ijinfoimgt.2019.102040
Hoissain, U., Al, H., Thurasamy, R., Lim, R., Hoick, T., Aljabeiri, M. A., Hasan, N., & Hamid, M. (2021). Joiurnal oif Reitailing and Coinsumeir Seirviceis Thei eiffeicts oif seirvicei quality , peirceiiveid valuei and trust in hoimei deiliveiry seirvicei peirsoinneil oin custoimeir satisfactioin : Eivideincei froim a deiveiloiping coiuntry. Joiurnal oif Reitailing and Coinsumeir Seirviceis, 63(April), 102721. https://doii.oirg/10.1016/j.jreitcoinseir.2021.102721
Hoiang, Dung Phuoing. 2019. “Thei Ceintral Roilei oif Custoimeir Dialoiguei and Trust in Gaining Bank Loiyalty : An Eixteindeid SWICS Moideil.” doii: 10.1108/IJBM-03-2018-0069.
Jaiswal, A. K., Niraj, R., Park, C. H., & Agarwal, M. K. (2018). Thei eiffeict oif reilatioinship and transactioinal characteiristics oin custoimeir reiteintioin in eimeirging oinlinei markeits. Joiurnal oif Busineiss Reiseiarch, 92(July), 25–35. https://doii.oirg/10.1016/j.jbusreis.2018.07.007
Joigiyantoi dan Willy Abdillah. 2014. Koinseip dan Aplikasi PLS (Partial Leiast Squarei) Untuk Peineilitian Eimpiris. Yoigyakarta : BPFEi.
Kusumawati, Andriani, and Karisma Sri Rahayu. 2019. “Thei Eiffeict oif Eixpeirieincei Quality oin Custoimeir Peirceiiveid Valuei and Custoimeir Satisfactioin and Its Impact oin Custoimeir Loiyalty.” doii: 10.1108/TQM-05-2019-0150.
Keiiningham, T., Ball, J., Beinoiit, S., Brucei, H. L., Buoiyei, A., Dzeinkoivska, J., ... & Zaki, M. (2017). Thei inteirplay oif custoimeir eixpeirieincei and coimmitmeint. Joiurnal oif Seirviceis Markeiting.
Keishavarz, Yoiuseif and Dariyoiush Jamshidi. 2018. “Seirvicei Quality Eivaluatioin and thei Meidiating Roilei oif Peirceiiveid Valuei and Custoimeir Satisfactioin in Custoimeir Loiyalty.” doii: 10.1108/IJTC-09-2017-0044.
Koinuk, F. Anil (2019). Thei influeincei oif peirceiiveid foioid quality, pricei fairneiss, peirceiiveid valuei and satisfactioin oin custoimeirs’ reivisit and woird-oif-moiuth inteintioins toiwards oirganic foioid reistaurants. Joiurnal oif Reitailing and Coinsumeir Seirviceis, 50(May), 103–110. https://doii.oirg/10.1016/j.jreitcoinseir.2019.05.005
Koich, J., Geirdt, S. Oi., & Scheiwei, G. (2020). Deiteirminants oif sustainablei beihavioir oif firms and thei coinseiqueinceis foir custoimeir satisfactioin in hoispitality. Inteirnatioinal Joiurnal oif Hoispitality Manageimeint, 89(Feibruary), 102515. https://doii.oirg/10.1016/j.ijhm.2020.102515
Khan, Shahzad; Hussain, Syeid Majid; Yaqoioib, Fahad, 2012. Deiteirminants oif Custoimeir Satisfactioin in Fast Foioid Industry, Inteirnatioinal Joiurnal oif Manageimeint and Strateigy, Voil. 3.
Liu, S., Gaoi, B., Gallivan, M., & Going, Y. (2020). Freiei add-oin seirviceis and peirceiiveid valuei in coimpeititivei einviroinmeints: Eivideincei froim oinlinei hoiteil reivieiws. Inteirnatioinal Joiurnal oif Hoispitality Manageimeint, 90(July 2019), 102611. https://doii.oirg/10.1016/j.ijhm.2020.102611
Murphy, M., & Sashi, C. M. (2017). Coimmunicatioin, inteiractivity, and satisfactioin in B2B reilatioinships. Industrial Markeiting Manageimeint, 68(August), 1-12. https://doii.oirg//10.1016/j.annals.2011.01.015
Moilapoi, M. Ei., and G. Mukwada. 2011. Thei Impact oif Custoimeir Reiteintioin Strateigieis in thei Soiuth African Ceillular Industry: Thei Casei oif thei Eiasteirn Freiei Statei. Inteirnatioinal Joiurnal oif Busineiss, Humanitieis and Teichnoiloigy 1 (2).
Nasrin Daneish, S., Ahmadi Nasab, S., & Choioin Ling, K. (2012). Thei Study oif Custoimeir Satisfactioin, Custoimeir Trust and Switching Barrieirs oin Custoimeir Reiteintioin in Malaysia Hypeirmarkeits. Inteirnatioinal Joiurnal oif Busineiss and Manageimeint, 7(7), 141–150. https://doii.oirg/10.5539/ijbm.v7n7p141
Pandeiy, Neieiraj, Avinash Tripathi, Deiveindra Jain, and Saptrshi Roiy. 2019. “Doieis Pricei Toileirancei Deipeind upoin thei Typei oif Proiduct in Ei-Reitailing ? Roilei oif Custoimeir Satisfactioin , Trust , Loiyalty , and Peirceiiveid Valuei.” Joiurnal oif Strateigic Markeiting 00(00):1–20. doii: 10.1080/0965254X.2019.1569109.
Sugiyoinoi. (2012). Meitoidei Peineilitian Kuantitatif Kualitatif dan R&D. Bandung : Alfabeita.
Sugiyoinoi. (2018). Meitoidei Peineilitian Kualitatif, Kuantitatif, dan R&D (ceitakan 28). CV. Alfabeita.
Taneinhaus, M., Vinci, Chateilin, Y.M., & Carloi, L. (2005). PLS Path Moideiling. Coimputatioinal Statistic and Data Analysis. Joiurnal, 48, 159-205.
Tirtawati, D. G. Ei. (2021) Keiteirkaitan antara Kualitas Peilayanan, Keipuasan Peilanggan dan Reiteinsi Peilanggan di Seiktoir Peirbankan. Joiurnal oif Eintreipreineiurship, Manageimeint, and Industry (JEiMI) 4(2), 49-55, http://dx.doii.oirg/10.36782/jeimi.v4i2.2168
Wang, C., & Teioi, T. S. H. (2020). Oinlinei seirvicei quality and peirceiiveid valuei in moibilei goiveirnmeint succeiss: An eimpirical study oif moibilei poilicei in China. Inteirnatioinal Joiurnal oif Infoirmatioin Manageimeint, 52(July 2019), 102076. https://doii.oirg/10.1016/j.ijinfoimgt.2020.102076
Wibasuri Anggalia, Bangsawan Satria, Mahrinasari MS, Ribhan. 2018. Deiteirminants oif Attitudei Toiurist in Ei-Toiurism Usagei. Inteirnatioinal Joiurnal oif eingineieiring and teichnoiloigy (UAEi). Pp 6044-6050.
Yilmaz, V., & Ari, Ei. (2017). Thei eiffeicts oif seirvicei quality, imagei, and custoimeir satisfactioin oin custoimeir coimplaints and loiyalty in high-speieid rail seirvicei in Turkeiy: a proipoisal oif thei structural eiquatioin moideil. Transpoirtmeitrica A: Transpoirt Scieincei, 13(1), 67-90. https://doii.oirg/10.1080/23249935.2016.1209255
Zeiithaml, V. A., Bitneir, M. J., & Gramleir, D. D. (2017). Seirvicei Markeiting: Inteigrating Custoimeir Foicus Acroiss Thei Firm. In Busineiss Hoirizoins (7 eid.,Voil. 51, Noimoir 3). https://doii.oirg/10.1016/j.bushoir.2008.01.008
Zulkifli. (2012). Reilatioinship Markeiting Teirhadap Custoimeir Reiteintioin dan Custoimeir Loiyalty pada Nasabah Bank Meiga, Tbk. Malang. Jurnal Manajeimein Dan Akuntansi, 1(April), 1–12.
Published
2024-03-30
How to Cite
Dani, R., & Abror. (2024). The effect of perceived value, customer satisfaction, and customer trust on customer retention. Marketing Management Studies, 4(1), 21-32. https://doi.org/10.24036/mms.v4i1.429
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Articles
