Faktor-Faktor yang Memengaruhi Repurchase Intention pada Network Orchestrator X
DOI:
https://doi.org/10.25170/jm.v17i1.1334Kata Kunci:
Keywords: Network Orchestrator, Perceived Authenticity, Tangible, Intangible, Customer Satisfaction, Repurchase Intentions.Abstrak
Abstract
The development of peer-to-peer lodging begins with the presence of Airbnb in 2008 which is connected in 192 countries and served 60 million travelers worldwide. The presence of Airbnb has led to several similar business models, namely the network orchestrator. In Indonesia, network orchestrator x appeared in 2015 with a business model similar to a hotel, but assets in the form of buildings and their contents are owned by partners/third people. Network orchestrator x provides an application system integrated with a smartphone. In this study the questionnaire was distributed to 401 respondents and the number that could be used was 226 questionnaires. This research was conducted by adding two variables to the existing research model which is tangible and intangible variables. Based on the research, factors that significantly affect customer satisfaction are product performance risk, room and bathroom size, staff's helpfulness, accuracy of service, personal attention, and customer satisfaction also significantly influence repurchase intention.
Referensi
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Mittal, V., Ross, W.T. and Baldasare, P.M. (1998), “The asymmetric impact of negative and positive attribute-level performance on overall satisfaction and repurchase intentions”, Journal of Marketing, Vol. 62 No. 1, pp. 33-47.
Moscardo, G.M. and Pearce, P.L. (1986), “Historic theme parks an Australian experience in authenticity”, Annals of Tourism Research, Vol. 13 No. 3, pp. 467-479.
Narver, J.C., Slater, S.F., & Tietje, B. (1998). Creating a market orientation. Journal of Market-Focused Management, 2(3), 241-255.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A multiple item scale for measuring customer perceptions of service quality. Journal of Retailing, 64(1), 12–43.
Parasuraman, A., Zeithaml, V.A. and Malhotra, A. (2005), “ES-QUAL a multiple-item scale for assessing electronic service quality”, Journal of Service Research, Vol. 7 No. 3, pp. 213-233.
Ramkissoon, H. and Uysal, M.S. (2011), “The effects of perceived authenticity, information search behaviour, motivation and destination imagery on cultural behavioural intentions of tourists”, Current Issues in Tourism, Vol. 14 No. 6, pp. 537-562.
Rickly-Boyd, J.M. (2013), “Existential authenticity: place matters”, Tourism Geographies, Vol. 15 No. 4, pp. 680-686.
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Wong, O.M.A., Dean, A.M., & White, C.J. (1999). Analysing service quality in the hospitality industry. Managing Service Quality, 9(2), 136–143.
Wuest, B. E. S., Tas, R. F., & Emenheiser, D.A. (1996). What do mature travellers perceive as important hotel/motel customer service? Hospitality Research Journal, 20(2), 77–93.
Wu, L.Y., Chen, K.Y., Chen, P.Y. and Cheng, S.L. (2014), “Perceived value, transaction cost, and repurchase-intention in online shopping: a relational exchange perspective”, Journal of Business Research, Vol. 67 No. 1, pp. 2768-2776.
Atkinson, A. (1988). Answering the eternal question: what does the customer want? The Cornell Hotel and Restaurant Administration Quarterly, 29(2), 12–14.
B. Bartikowski, S. Llosa. Customer satisfaction measurement: comparing four methods of attribute categorisations. The Service Industries Journal 2004, 24(4):67-82.
Benassi, P. (1999), “TRUSTe: an online privacy seal program”, Communications of the ACM, Vol. 42 No. 2, pp. 56-59.
Birinci, H., Berezina, K. and Cobanoglu, C. (2018). Comparing customer perceptions of hotel and peer-to-peer accommodation advantages and disadvantages. International Journal of Contemporary Hospitality Management, 30(2), pp.1190-1210.
Brown, L. (2013), “Tourism: a catalyst for existential authenticity”, Annals of Tourism Research, Vol. 40 (January), pp. 176-190.
C.A. Gunn, Tourism planning (2nd edition). New York: Taylor and Francis. 1988.
Chhabra, D. (2008), “Positioning museums on an authenticity continuum”, Annals of Tourism Research, Vol. 35 No. 2, pp. 427-447.
Churchill, G.A. Jr (1979), “A paradigm for developing better measures of marketing constructs”, Journal of Marketing Research, Vol. 16 No. 1, pp. 64-73.
Cohen, E. (1988), “Authenticity and commoditization in tourism”, Annals of Tourism eResearch, Vol. 15 No. 3, pp. 371-386.
Cronin, J.J. and Taylor, S.A. (1992), “Measuring service quality: a reexamination and extension”, Journal of Marketing, Vol. 56 No. 3, pp. 55-68.
DeVeau, L., DeVeau, P., Portocarrero, N. and Escoffier, M. (1996) Front Office Management and Operations. Englewood Cliffs, NJ: Prentice-Hall, pp. 5 – 16, 25
Dickinger, A., & Mazanec, J. A. (2008), “Consumers’ preferred criteria for hotel online booking”. In ENTER (pp. 244-254).
E.S.K. Chan, P.M.C. Swatman. An evolving model for the offering of eBusiness programs, Proceedings of the Collaborative Electronic Commerce Technology and Research Conference, Sydney, Australia, 13 July. 2005.
Forsythe, S., Liu, C., Shannon, D. and Gardner, L.C. (2006), “Development of a scale to measure the perceived benefits and risks of online shopping”, Journal of Interactive Marketing, Vol. 20 No. 2, pp. 55-75.
Forsythe, S.M. and Shi, B. (2003), “Consumer patronage and risk perceptions in internet shopping”, Journal of Business Research, Vol. 56 No. 11, pp. 867-875.
G.J. Ashworth, H. Voogt. Selling the City.London: Bellhaven, 1990.
G.L. Shostack. How to design a service? European Journal of Marketing 1982, 16(1):49-63.
Gronroos, Ch. (2004). Service Management and Marketing: a Customer Relationship Management Approach, John Wiley and Sons Ltd.
GVU. (1998). Graphic, Visualization, & Usability Center’s (GVU) 10th WWW User Survey, 2019. From http:// www.gvu.gatech.edu/user_survey.
Ha, I., Yoon, Y. and Choi, M. (2007), “Determinants of adoption of mobile games under mobile broadband wireless access environment”, Information and Management, Vol. 44 No. 3, pp. 276-286.
Hair, J.F., Black, W.C. Babin, B.J., Anderson, R.E. and Tatham, R.L. (2010), Multivariate Data Analysis, Prentice Hall, Upper Saddle River, NJ.
Hamari, J., Sjöklint, M. and Ukkonen, A. (2015), “The sharing economy: why people participate in collaborative consumption”, Journal of the Association for Information Science and Technology, Vol. 67 No. 9, pp. 2047-2059.
Hamari, J. and Ukkonen, A. (2013). The Sharing Economy: Why People Participate in Collaborative Consumption. Journal Of The Association For Information Science and Technology.
Harvard Business Review. (2014). What Airbnb, Uber, and Alibaba Have in Common, 2019. From https://hbr.org/2014/11/what-airbnb-uber-and-alibaba-have-in-common.
Hossain, M. J. (2012). Impact of service quality on customer satisfaction: A case of tourism industry in Bangladesh. International Journal of Research in Finance & Marketing, 2(2), 1-25.
J.B. Xu. Perceptions of tourism products, article in press, Tourism Management 2009, doi:10.1016/j. tourman.2009.06.011.
J.J. Choi. Factors influencing state association planners’ overall satisfaction with a convention experience. Journal of Convention & Event Tourism 2004, 6(4): 65-79.
Juwaheer, T. D. (2004). Exploring international tourists' perceptions of hotel operations by using a modified SERVQUAL approach-a case study of Mauritius. Managing Service Quality, 14(5), 350-364. http://dx.doi.org/10.1108/09604520410557967.
Johnston, R. (1995). The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service. International Journal of Service Industry Management, 6(2), 46-61.
Kim, L.H., Qu, H. and Kim, D.J. (2009), “A study of perceived risk and risk reduction of purchasing air tickets online”, Journal of Travel & Tourism Marketing, Vol. 26 No. 3, pp. 203-224.
Kolar, T. and Zabkar, V. (2010), “A consumer-based model of authenticity: an oxymoron or the foundation of cultural heritage marketing?”, Tourism Management, Vol. 31 No. 5, pp. 652-664.
Kovač-Žnideršić, R., Marić, D., Grubor, А., & Salai, S. (2008). Word of mouth and opinion leadership. Marketing, 39(4), 133-138.
Kurnia, G.& Sulistiani, P. B., (2019). Influencing Consumer’s Behavior: Perspective of Information Quality and Consumers Reviews on Airyrooms. PEOPLE: International Journal of Social Sciences, 5(1), 254-266.
Lewis, J. (1999) There’s no place like home. Interior Design, January, p. 179.
Liang, L.J., Choi, H.C. and Joppe, M. (2018), “Understanding repurchase intention of Airbnb consumers: perceived authenticity, electronic word-of-mouth, and price sensitivity”, Journal of Travel & Tourism Marketing, Vol. 35 No. 1, pp. 1-17.
Lockwood, A. J., Jones, P., & Bowen, A. (2004). UK Hospitality and Tourism SMEs: Differentiation by Size, Location, and Owner Style. Tourism Hospitality Planning & Development, 1(1), 7-11.
Lundberg, D. (1994) The Hotel and Restaurant Business, 6th edn. New York: Van Nostrand Reinhold, pp. 64, 100.
Maričić, B. (2011). Ponašanje potrošača. Belgrade: Publishing Centre of the Faculty of Economics.
Maric, D., Marinkovic, V., Maric, R. and Dimitrovski, D. (2016). Analysis of tangible and intangible hotel service quality components. Industrija, 44(1), pp.7-25.
Marković, S., &Raspor, S. (2010). Measuring Perceived Service Quality Using SERVQUAL: A Case Study of the Croatian Hotel Industry, Management, 5(3), 195-209.
Matte, L. (2003) Size matters. Hotel & Motel Management, 13 January, http://www. accessinglibrary.com/coms2/summary-0286-22333679_ITM? email=a.ogle@ecu.edu.au & library=.
M. Heide, K. Gronhaug, M.G. Engset. Industry specific measurement of consumer satisfaction: experiences from the business traveling industry. International Journal of Hospitality Management 1999, 18: 201 - 213.
Milovanović, V. (2014). Total Quality Management as a Profitability Factor in the Hotel Industry, Industry, 42(3), 115-127.
Mittal, V., Ross, W.T. and Baldasare, P.M. (1998), “The asymmetric impact of negative and positive attribute-level performance on overall satisfaction and repurchase intentions”, Journal of Marketing, Vol. 62 No. 1, pp. 33-47.
Moscardo, G.M. and Pearce, P.L. (1986), “Historic theme parks an Australian experience in authenticity”, Annals of Tourism Research, Vol. 13 No. 3, pp. 467-479.
Narver, J.C., Slater, S.F., & Tietje, B. (1998). Creating a market orientation. Journal of Market-Focused Management, 2(3), 241-255.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A multiple item scale for measuring customer perceptions of service quality. Journal of Retailing, 64(1), 12–43.
Parasuraman, A., Zeithaml, V.A. and Malhotra, A. (2005), “ES-QUAL a multiple-item scale for assessing electronic service quality”, Journal of Service Research, Vol. 7 No. 3, pp. 213-233.
Ramkissoon, H. and Uysal, M.S. (2011), “The effects of perceived authenticity, information search behaviour, motivation and destination imagery on cultural behavioural intentions of tourists”, Current Issues in Tourism, Vol. 14 No. 6, pp. 537-562.
Rickly-Boyd, J.M. (2013), “Existential authenticity: place matters”, Tourism Geographies, Vol. 15 No. 4, pp. 680-686.
Wang, N. (1999), “Rethinking authenticity in tourism experience”, Annals of Tourism Research, Vol. 26 No. 2, pp. 349-370.
Wagenheim, George D and Reurink, John H, (1991) “Customer Service in Public Administration”. Public Administration Review. Washington Vol. 51, Iss 3, (May/June 1991): 263
Wiastuti, Rachel Dyah., & Susilowardhani, Erna Mariana. (2016). Virtual Hotel Operator; Is it Disruption for Hotel Industry?. Jurnal Hospitality dan Pariwisata. Vol. 2 No.2 page 201- 2015. ISSN 24425222. Program Studi Hospitality dan Pariwisata Universitas Bunda Mulia.
Wong, O.M.A., Dean, A.M., & White, C.J. (1999). Analysing service quality in the hospitality industry. Managing Service Quality, 9(2), 136–143.
Wuest, B. E. S., Tas, R. F., & Emenheiser, D.A. (1996). What do mature travellers perceive as important hotel/motel customer service? Hospitality Research Journal, 20(2), 77–93.
Wu, L.Y., Chen, K.Y., Chen, P.Y. and Cheng, S.L. (2014), “Perceived value, transaction cost, and repurchase-intention in online shopping: a relational exchange perspective”, Journal of Business Research, Vol. 67 No. 1, pp. 2768-2776.
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