Persepsi Risiko Dan Kepercayaan Pelanggan Dalam Mempengaruhi Loyalitas Pelanggan Terhadap Produk Elektronik Ramah Lingkungan
DOI:
https://doi.org/10.59031/jmsc.v1i4.368Keywords:
customer loyalty, risk perception, customer trust, electronics, green productsAbstract
Today's industrial business competition causes manufacturers to pay attention to quality, price, and variety in developing new products to meet consumer needs. This research reviews the literature on green marketing and proposes a new conceptual framework on customer loyalty. It uses four constructs of perceived risk, customer trust, and customer loyalty. In environmentally friendly electronic products in Surabaya City. This study uses quantitative methods to prove the hypothesis. Data were obtained from 100 consumers who buy and use environmentally friendly electronic products, especially cell phones, computers, and laptops using purposive sampling method. The data were analyzed using multiple linear regression analysis. The results showed that risk perception and customer trust have a direct effect on customer loyalty
References
Aydin, S. & G. Özer. (2005). The Analysis of Antecedents of Customer Loyalty in the Turkish Mobile Telecommunication Market. European Journal of Marketing, 39(7/8), 910-925.
Bhattacharya, C. B. & S. Sen. (2003). Consumer–Company Identification: A Framework for Understanding Consumers’ Relationships with Companies. Journal of Marketing, 67(2), 76-88.
Bloemer, J. M. M. & G. J. Odekerken-Schröder. (2002). Store Satisfaction and Store Loyalty Explained by Customer and Store Related Factors. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 15, 68-80.
Chang, H. H. & S. W. Chen. (2008). The Impact of Online Store Environment Cues on Purchase Intention: Trust and Perceived Risk as a Mediator. Online Information Review, 32(6), 818-841.
Chen, Y. S. & C. H. Chang. (2013). Towards Green Trust: The Influences of Green Perceived Quality, Green Perceived Risk, and Green Satisfaction. Management Decision, 51(1), 63-82.
Darmawan, D. (2018). The Effect of Brand Experience on Brand Trust and Brand Loyalty. Jurnal Translitera, 7(2), 13-24.
Darmawan, D. (2019). The Effect of Customer Satisfaction on Trust and Customer Loyalty. Management & Accounting Research Journal, 3(2), 1-8.
Darmawan, D. (2021). Pencapaian Kepuasan dan Loyalitas Pelanggan melalui Strategi Pemasaran berdasarkan Pengalaman (Studi Kasus Pelanggan Rumah Makan Ayam Bakar Wong Solo di Mojokerto). Jurnal Manajemen, Bisnis, dan Kewirausahaan, 1(1), 1-14.
Darmawan, D. (2022). The Effect of Trust and Saving Experience on Loyalty Through Satisfaction as an Intervening Variable (Case Study of Sharia Bank Customers in Surabaya City). International Journal of Service Science, Management, Engineering, and Technology, 2(2), 12-20.
Darmawan, D., R. Nurani, A. R. Putra, R. Mardikaningsih, & S. N. Halizah. (2022). Pengaruh Literasi Bisnis dan Toleransi Risiko Terhadap Keterampilan Kewirausahaan Karyawan. TIN: Terapan Informatika Nusantara, 3(4), 143-149.
Fitri, R. & R. Mardikaningsih. (2023). Factors Affecting Repurchase Intentions of Meat at Superindo: Product Variety, Perceived Risk, and Price Perception, International Journal of Service Science, Management, Engineering, and Technology, 4(1), 11–19.
Halizah, S. N., A. Infante, & D. Darmawan. (2022). Keterbentukan Kepercayaan Pelanggan Shopee Melalui Kualitas Hubungan, Reputasi dan Keamanan Marketplace. Ekonomi, Keuangan, Investasi Dan Syariah (EKUITAS), 4(1), 256-261.
Hansen, H., M. B. Samuelsen, & E. J. Sallis. (2013). The Moderating Effects of Need for Cognition on Drivers of Customer Loyalty. European Journal of Marketing, 47(8), 1157-1176.
Hariani, M. & E. A. Sinambela. (2020). The Effect of Price Perception, Service Quality, and Product Diversity on Superindo Customer Loyalty in Surabaya, Journal of Science, Technology and Society, 1(1), 29-36.
Hu, Y. J. (2012). Exploring the Relationship Between Perceived Risk and Customer Involvement, Brand Equity and Customer Loyalty as Mediators. International Journal of Organizational Innovation (Online), 5(1), 224.
Keh, H. T. & Y. Xie. (2009). Corporate Reputation and Customer Behavioral Intentions: The Roles of Trust, Identification and Commitment. Industrial Marketing Management, 38(7), 732-742.
Khayru, R.K., M. W. Amri, & M. A. Gani. (2021). Green Purchase Behavior Review of The Role of Price, Green Product, and Lifestyle, Journal of Marketing and Business Research, 1(2), 71-82.
Kurniawan, Y, E., R. K. Khayru, F. Issalillah & N. Aisyah. (2023). The Influence of WOM and Brand Trust on The Purchase Decision of Hand Sanitizer, Journal of Marketing and Business Research, 3(1), 61-70.
Lee, K. (2008). Opportunities for Green Marketing: Young Consumers. Marketing Intelligence & Planning, 26(6), 573-586.
Lestari, U.P., N. Masithoh, S. N. Halizah, E. Retnowati, A Hidayatullah, M. Munir, D. Darmawan, & R. Mardikaningsih. (2021). Pengamatan Terhadap Perilaku Pembelian Tiket: Mengungkap Faktor-Faktor Menarik Yang Mempengaruhi Niat Beli Tiket Pada Situs Traveloka di Kota Surabaya Melalui Kepercayaan dan Kredibilitas Informasi, Jurnal Ekonomi dan Bisnis, 11(1), 53-61.
Lin, P. C. & Y. H. Huang. (2012). The Influence Factors on Choice Behavior Regarding Green Products Based on the Theory of Consumption Values. Journal of Cleaner production, 22(1), 11-18.
Mardikaningsih, R. (2019). Pengaruh Persepsi Kualitas dan Persepsi Resiko terhadap Keputusan Pembelian Susu Formula. Ekonomi, Keuangan, Investasi dan Syariah, 1(1), 1-8.
Mardikaningsih, R. & D. Darmawan. (2023). Analysis of Financial Literacy and Risk Tolerance on Student Decisions to Invest, International Journal of Service Science, Management, Engineering, and Technology, 3(2), 7–12.
Masitoh, D., D. Darmawan, & E. A. Sinambela. (2017). The Effect of Service Quality and Trust on Customer Loyalty of Warung Apung Rahmawati of Mojokerto Branch. Jurnal Agrimas, 1(2), 107-114.
Munir, M. & A. R. Putra. (2021). The Influence of Brand Image and Product Quality of Samsung Brand Washing Machine on Brand Loyalty, Journal of Marketing and Business Research, 1(2), 83-92.
Munir, M. & D. Darmawan. (2022). The Role of Trust, Ease of Use and Security on Shopping Interests at Lazada. Engineering and Technology International Journal, 4(3), 135-145.
Nuraini, R., D. Darmawan, R. Mardikaningsih, M. Hariani, & S. N. Halizah. (2022). Keberlanjutan Kelestarian Lingkungan: Peran Kunci Lokus Kendali Internal dan Wawasan Lingkungan Dalam Mendorong Perilaku Pro-Lingkungan. TIN: Terapan Informatika Nusantara, 3(3), 116-122.
Olsen, S. O. (2007). Repurchase Loyalty: The Role of Involvement and Satisfaction. Psychology & Marketing, 24(4), 315-341.
Putra, A.R., M. M. D. H. Rudiansyah, D. Darmawan, R. Mardikaningsih & E. A. Sinambela. (2022). Pengaruh Gaya Hidup, Lingkungan Fisik, dan Persepsi Harga terhadap Loyalitas Pelanggan Lottemart. Jurnal Ekonomi dan Manajemen, 2(1), 71-85.
Retnowati, E. & R. Mardikaningsih. (2021). Study on Online Shopping Interest Based on Consumer Trust and Shopping Experience. Journal of Marketing and Business Research, 1(1), 15-24.
Sarwar, M. Z., K. S. Abbasi., & S. Pervaiz. (2012). The Effect of Customer Trust on Customer Loyalty and Customer Retention: A Moderating Role of Cause Related Marketing. Global Journal of Management and Business Research, 12(6), 27-36.
