Analisis Atas Konsekuensi Kepuasan dan Penyesalan Pada Niat Melakukan Pembelian Ulang dan Niat Melakukan Komplain  

Oleh:

Burhanudin

Jenis: Article from Journal - ilmiah nasional - terakreditasi DIKTI
Dalam koleksi: Journal of Economics, Business, & Accountancy: ventura vol. 9 no. 1 (Apr. 2006), page 13.
Topik: Kepuasan; regret; satisfaciton; repurchase intentions; complaint intentions; full model; restricted model; structural equation model

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: VV5.4 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

Lihat Detail Induk

Isi artikel

This study demonstrates that the comparison between the chosen and the forgone alternative can influence consumer behavior. If the comparison is unfavorable (forgone brand performs better than chosen brand) the consumer will experience regret, whereas if it is favorable (forgone brand performs worse than vhosen brand), the consumer will experience rejoicing. A model of regret in consumer decision making was tested. The results show that regret has a direct influence on satisfaction, a direct influence on repurchase intentions, an indirect influence on complaint intentions though satisfaction and has not a influence on complaint intentions. The results also show that satisfaction has a direct influence on both repurchase intentions and complaint intentions. As a conclusive test of mediation and model parsimony, a restricted model also estimated. The comoarison of goodness of fit between full model, and restricted model shows an improvement goodness of fit from restricted model to full model. Finally the implication of these results and directions for future research are discussed.

Opini Anda

Klik untuk menuliskan opini Anda tentang koleksi ini!

Kembali