ANALYSIS OF THREE ANTECEDENT DIMENSIONS OF SERVICE TOWARDS CONSUMER’S TRUST AND THEIR IMPACT ON POST-PURCHASE BEHAVIOR

Dewanti, Retno and Teoh, Wendy and Wati, Yulia (2011) ANALYSIS OF THREE ANTECEDENT DIMENSIONS OF SERVICE TOWARDS CONSUMER’S TRUST AND THEIR IMPACT ON POST-PURCHASE BEHAVIOR. Jurnal The Winners, 12 (02). ISSN 1412 - 1212

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Abstract

In the last few years retail industry in Indonesia has been grown rapidly by three main factors, namely economic, demographic and socio-cultural. If a retail business can gain success in Malaysia, it may not gain the same success in Indonesia. A research is conducted using associative analysis by correlation test with path analysis technique and Pearson Product Moment correlation. The results of this research show that three antecedents of service variables – interaction quality, the quality of physical environment, and outcome quality – are related to each other and simultaneously influence consumer’s trust. Regarding to the partial analysis, it is found that the quality of physical environment and consumer’s trust has significant effects on post-purchase behavior. Path analysis shows that three antecedents of service indirectly contribute to consumer post-purchase behavior through consumer’s trust. However, the outcome quality provides the largest contribution on it.

Item Type: Article
Additional Information: 1_Volume 12 / Nomor 02 / September 2011_ANALYSIS OF THREE ANTECEDENT DIMENSIONS OF SERVICE TOWARDS CONSUMER’S TRUST AND THEIR IMPACT ON POST-PURCHASE BEHAVIOR
Subjects: Ekonomi
Divisions: ?? journal_15_1_Volume-12-Nomor-02-September-2011 ??
Depositing User: Mr. Super Admin
Date Deposited: 17 Dec 2012 08:16
Last Modified: 11 Apr 2013 03:27
URI: http://eprints.binus.ac.id/id/eprint/15834

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