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All Journal Conference In Business, Accounting And Management (Cbam) 2012 Kinerja Journal of Indonesian Economy and Business Benefit: Jurnal Manajemen dan Bisnis MEDIA BINA ILMIAH Jurnal Ekonomi, Manajemen Akuntansi dan Perpajakan (Jemap) LOGISTA - Jurnal Ilmiah Pengabdian kepada Masyarakat Jurnal REP (Riset Ekonomi Pembangunan)
Berta Bekti Retnawati
Fakultas Ekonomi Dan Bisnis Unika Soegijapranata
Agriculture, Biological Sciences & Forestry Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

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Journal : Journal of Indonesian Economy and Business

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PENGARUH KONSTRUK RELASIONAL PADA CUSTOMER REFERRAL DAN JUMLAH JASA YANG DIBELI DENGAN UMUR RELASIONAL SEBAGAI VARIABEL PEMODERASI Retnawati, Berta Bekti; Purwanto, BM.
Journal of Indonesian Economy and Business Vol 19, No 3 (2004): July
Publisher : Journal of Indonesian Economy and Business

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Abstract

This research aims to examine the effect of relational constructs (trust, affectivecommitment, calculative commitment, satisfaction, and payment equity) on customerreferral and number of service purchased with age of relationship as moderating variable.The data were collected with convenience sample from 181 (response rate 90,5%)customers of insurance companies in Special Province of Yogyakarta. In line with thecharacteristics of customers of the company, the individuals in the sample could bedescribed as productive age, rather prosperous and well educated. The averagerelationship age of the respondents was approximately 4,49 years, while the averagenumber of services purchased was approximately 1,49.All hypotheses were tested with hierarchical regression analysis (HRA). The results onthe antecedents of customer referrals are in line with prior research, as author find thattrust, affective commitment, satisfaction, and payment equity are positively related tocustomer referrals. We found significant relationship only the relational construct ofaffective commitment and the number services purchased.No moderating effect of relationship age is found in the customer referral model. Withrespect to the number of services purchased, a moderating effect of relationship age on the effect of affective commitment is found. There is argument about the discrepancy between the customer referral model and the number of services purchased model with regard to the moderating effect of relationship age. This increasing confidence is indeed important it concerns decisions that have important consequences, such as the purchase of new insurance policies. However, it might be less important when behavior has fever direct consequences for the customer, such as customer referral.Keywords: relational constructs, customer referral, number of service purchased, andrelational age
PENGARUH KONSTRUK RELASIONAL PADA CUSTOMER REFERRAL DAN JUMLAH JASA YANG DIBELI DENGAN UMUR RELASIONAL SEBAGAI VARIABEL PEMODERASI Berta Bekti Retnawati; BM. Purwanto
Journal of Indonesian Economy and Business (JIEB) Vol 19, No 3 (2004): July
Publisher : Faculty of Economics and Business, Universitas Gadjah Mada

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (273.037 KB) | DOI: 10.22146/jieb.6600

Abstract

This research aims to examine the effect of relational constructs (trust, affective commitment, calculative commitment, satisfaction, and payment equity) on customer referral and number of service purchased with age of relationship as moderating variable. The data were collected with convenience sample from 181 (response rate 90,5%) customers of insurance companies in Special Province of Yogyakarta. In line with the characteristics of customers of the company, the individuals in the sample could be described as productive age, rather prosperous and well educated. The average relationship age of the respondents was approximately 4,49 years, while the average number of services purchased was approximately 1,49. All hypotheses were tested with hierarchical regression analysis (HRA). The results on the antecedents of customer referrals are in line with prior research, as author find that trust, affective commitment, satisfaction, and payment equity are positively related to customer referrals. We found significant relationship only the relational construct of affective commitment and the number services purchased. No moderating effect of relationship age is found in the customer referral model. With respect to the number of services purchased, a moderating effect of relationship age on the effect of affective commitment is found. There is argument about the discrepancy between the customer referral model and the number of services purchased model with regard to the moderating effect of relationship age. This increasing confidence is indeed important it concerns decisions that have important consequences, such as the purchase of new insurance policies. However, it might be less important when behavior has fever direct consequences for the customer, such as customer referral.
Co-Authors Antonius Haryo Perwito Anugraheni, Dyah Titisari B M Purwanto Bernadeta Irmawati Ch Retnaningsih Ch. Triharjanti Eny Trimeiningrum Irawati, B. Maretta Edgina Damayanti Maria Yosephine Dwi Hayu Agustini Michelle Indriyanti Supatra, Michelle Indriyanti Sentot Suciarto Athanasius Tri Hardjanti Nugrahaningsih