Dimensi Kualitas Hubungan dalam Konteks Jasa Salon Rambut
DOI:
https://doi.org/10.26740/bisma.v1n1.p30-37Keywords:
Relationship quality, satisfaction, trust, commitmentAbstract
It is generally accepted that relationship quality consists of three dimensions, i.e. satisfaction, trust, and commitment but there is no research about relationship between the dimensions. Data were gathered from 267 consumers of saloon service in 7 locations. The findings suggest that satisfaction is a positive predictor of trust. Satisfaction is a positive predictor of commitment. Trust is a positive predictor of commitment. Satisfaction is a direct predictor of commitment or an indirect predictor of commitment via trustReferences
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_____ 1992. œThe use of pledges to build and sustain commitment in distribution channels, Journal of Marketing Research, 29 (1), 18-34
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_____ and Yi, Y. 1988. "On the evaluation on structural equation models", Journal of the Academy of Marketing Science, Vol. 16, No. 1: 74-94
Baumgartner, Hans and Homburg, Christian. 1996. œApplications of structural equation modeling in marketing and consumer research: a review, International Journal of Research in Marketing, 13 (A-ril), 139-61
Bebko, Charlene Pleger. 2001. œService encounter problems: which service providers are more likely to be blamed?, The Journal of Services Marketing, Vol. 15, Iss. 6/7, 480-95
Bennett, Roger and Barkensjo, Anna. 2005. œRelationship quality, relationship marketing, and client perceptions of the levels of service quality of charitable organisations, International Journal of Service Industry Management, 16 (1), 81-106
Bentler, Peter M. 1990. œComparative fit indexes in structural models, Psychological Bulletin, 197 (2), 238-46
Bowen, John T. and Shoemaker, Stowe. 1998. œLoyalty: A Strategic commitment, Cornell Hotel and Restaurant Administration Quarterly, 39 (1), 12-25
Carr, Christopher L. 2006. œReciprocity: the golden rule of IS-user service relationship quality and cooperation, Communication of the ACM, 49 (6), 77-83
Chin, W. 1998. œIssues and opinions on structural equation modeling, MIS Quarterly, Vol. 22 No. 1, pp. 7-16
Dahui Li, Glenn J. Browne and Pattrick Y. K. Chau. 2006. œAn empirical investigation of web site use using a commitmment-based model, Decision Sciences, 37 (3), 427-44
deBúrca, Sean, Bryan Fynes, and Evelyn Roche. 2004. œEvaluating relationship quality in a business-to-business context, Irish Journal of Management, 25 (2), 61-75
DeWulf, K., Odekerken-Schröder, G., & Iacobucci, D. 2001. Investment in Consumer Relationships: A Cross-Country and Cros Industry Exploration. Journal of Marketing, 65, 33-50
Dorsch, Michael J., Scott R. Swanson, and Scott W. Kelley. 1998. œThe role of relationship quality in the stratification of vendors as perceived by customers, Academy of Marketing Science Journal, Vol. 26, Iss. 2; 128-42
Dowling, Grahame R. and Uncles, Mark. 1997. œDo customer loyalty programs really work?, Sloan Management Review, Vol. 38, Iss. 4, 71-82
_____, Paul H. Schurr, and Sejo Oh. 1987. œDevelopment buyer-seller relationship, Journal of Marketing, 51 (April), 11-27
Edwards, Allen L. 1957. Techniques of attitudes scale construction. New York: Appleton-Century-Crofts, Inc.
Ford, David. 1980. œThe development of buyer-seller relationships in industrial markets, European Journal of Marketing, 14 (5/6), 339-53
Fornell, Claes and Larcker, David F. 1981. œEvaluating structural equation models with unobservables and mesurement error, Journal of Marketing Research, Feb., Vol. 18, Iss. 1, 39-50
Grégoire, Yany and Fisher, Robert J. 2006. œThe effects of relationship quality on customer retaliation, Market Lett 17: 31-46
Grönroos, C. 1996. œRelationship marketing: strategic and tactical implications, Management Decision, Vol. 34, No. 3, 5-15
Gwinner, K. P., D. D. Gremler, M. J. Bitner. 1998. œRelational benefits in service industries: the customers perspective, Journal of Academy of Marketing Science, Vol. 2, Iss. 2, 1001-14
Hair, Jr., Joseph F., Rolph E. Anderson, Ronald L. Tatham, and William C. Black. 1998. Multivariate data analysis. Upper Saddle River, New Jersey: Prentice-Hall International, Inc.
Helfret, Gabriele and Gemünden, Hans Georg. 1998. œRelationship marketing team design: a powerful predictor for relationship effectiveness, ISBM Report # 6-1998, Institute for the Sduty of Business Markets, Pennsylvania State University, University Park, PA, USA
_____ and Klee, Alexander. 1997. œThe impact of customer satisfaction and relationship quality on customer retention: a critical reassessment and model development, Psychology & Marketing, Vol. 14, Iss. 18, 737-64
Hewett, Kelly, R. Bruce Money, and S. Sharma. 2002. œAn exploration of the moderating role of buyer corporate culture in industrial buyer-seller relationships, Academy of Marketing Science Journal, Vol. 30, Iss. 3, 229-39
Jöreskog, Karl and Sörbom, Dag. 1993. LISREL8: structural equation modeling with the SIMPLISTM command language. Hillsdale, New Jersey: Scientific Software Internatninal
_____ 1996. LISREL8: Users reference guide. Chicago, IL: Scientific Software International, Inc.
Keating, Byron, Robert Rugimbana, and Ali Quazi. 2003. œDifferentiating between service quality and relationship quality in cyberspace, Managing Service Quality, 13 (3), 217-32
Kumar, N., L. K. Scheer, and J. E. M. Steenkamp. 1995. œThe effects of supplier fairness on vulnerable resellers, Journal of Marketing Research, 32 (1), 54-65
Lewin, J. E. and Johnston, W. J. 1997. œRelationship marketing theory in practice: a case study, Journal of Business Research, 39 (1), 23-31
Mayer, Roger C., James H. Davis, and F. David Schoorman. 1995. œAn integrative model of organizational trust, Academy of Management Review, 20 (3), 709-34
Medsker, Gina J., Larry J. Williams, and Patricia J. Holahan. 1994. œA review of current practices for eveluating causal models in organizational behavior and human resource management research, Journal of Management, 20 (2), 439-64
Mohr, Jakki and Spekman, Robert. 1994. œCharacteristics of partnership success: partnership attributes, communication behavior, and conflict resolution techniques, Strategic Management Journal, 15, 135-52
Nooteboom, Bart, Hans Berger, and Niels G. Nooderhaven. 1997. œEffects of trust and governance on relational risk, Academy of Management Journal, 40 (2), 308-38
_____ and Swan, E. 1989. œEquity and disconfirmation perceptions as influences on merchant and product satisfaction, Journal of Consumer Research, 16, 372-83
Patterson, Paul G. 2004. œA contingency model of behavioral intentions in a service context, European Journal of Marketing, Vol. 38, Iss. 8/9, 1304-15
Reynolds, Kristy E. and Beatty, Sharon E. 1999. œCustomer benefits and company consequences of customer-salesperson relationships in retailing, Journal of Retailing, 75 (1), 11-32
Roberts, Keith, Sajeev Varki and Rod Brodie. 2003. œMeasuring the quality of relationships in consumer services: an empirical study, European Journal of Marketing, Vol. 37, Iss. 1/2, 169-97
Rust, John and Golombok, Susan. 1989. Modern psychometrics, London: Routledge
Sanchez, Manuel and Iniesta, M. Angeles. 2004. œThe structure of commitment in consumer-retailer relationships. Conceptualization and measurement, International Journal of Service Industry Management, 15 (3/4), 230-49
Shamdasani, Prem N. and Balakrishnan, Audrey A. 2000. œDeterminants of relationship quality and loyalty in personalized services, Asia Pacific Journal of Management, 17, 1, 3-21
Shemwell, D. J., U. Yavas, and Z. Bilgin. 1998. œCustomer-service provider relationships: an empirical test of a model of service quality, satisafction, and relationship-oriented outcomes, International Journal of Service Industry Management, 9 (2), 155-68
Siguaw, J. A., P. M. Simpson, and T. L. Baker. 1998. œEffects of supplier market orientation and the channel relationship: the distributor perspective, Journal of Marketing, 62 (3), 99-111
Smith, Brock. 1998. œBuyer-seller telationships: similarity, relationship management, and quality, Psychology & Marketing, Vol. 15, Iss. 1, 3-21
Tax, Stephen S., Stephen W. Brown, and Murali Chandrashekaran. 1998. œCustomer evaluations of service complaint experiences: implications for relationship marketing, Journal of Marketing, 62 (April), 60-76
Wong, Amy and Sohal, Amrik. 2002. œAn examination of the relationship between trust, commitment and relationship quality, International Journal of Retail & Distribution Management, 30 (1), 34-50
Wray, Barry, Adrian Palmer and David Bejou. 1994. œUsing neural network analysis to evaluate buyer-seller relationship quality, European Journal of Marketing, 28 (10), 32-49.
_____ 1988. "Structural equation modeling in practice: A review and recommended two-step approach", Psychological Bulletin, Vol. 103, No. 3: 411-23
Anderson, E. and Weitz, B. 1989. œDeterminants of continuity in conventional industrial channel dyads, Marketing Science, 4 (4), 310-23
_____ 1992. œThe use of pledges to build and sustain commitment in distribution channels, Journal of Marketing Research, 29 (1), 18-34
Arbuckle, James L. 1997. Amos users guide version 3.6. Chicago, IL: SmallWaters Corporation
Auh, Seigyoung. 2005. œThe effects of soft and hard service attributes on loyalty: the mediating role of trust, The Journal of Services Marketing, Vol. 19, Iss. 2, 81-92
Bagozzi, Richard P. and Baumgartner. 1994. "The evaluation of structural equation models and hypothesis testing", Principles of Marketing Research, R. Bagozzi (ed.), Cambridge, 386-422
_____ and Yi, Y. 1988. "On the evaluation on structural equation models", Journal of the Academy of Marketing Science, Vol. 16, No. 1: 74-94
Baumgartner, Hans and Homburg, Christian. 1996. œApplications of structural equation modeling in marketing and consumer research: a review, International Journal of Research in Marketing, 13 (A-ril), 139-61
Bebko, Charlene Pleger. 2001. œService encounter problems: which service providers are more likely to be blamed?, The Journal of Services Marketing, Vol. 15, Iss. 6/7, 480-95
Bennett, Roger and Barkensjo, Anna. 2005. œRelationship quality, relationship marketing, and client perceptions of the levels of service quality of charitable organisations, International Journal of Service Industry Management, 16 (1), 81-106
Bentler, Peter M. 1990. œComparative fit indexes in structural models, Psychological Bulletin, 197 (2), 238-46
Bowen, John T. and Shoemaker, Stowe. 1998. œLoyalty: A Strategic commitment, Cornell Hotel and Restaurant Administration Quarterly, 39 (1), 12-25
Carr, Christopher L. 2006. œReciprocity: the golden rule of IS-user service relationship quality and cooperation, Communication of the ACM, 49 (6), 77-83
Chin, W. 1998. œIssues and opinions on structural equation modeling, MIS Quarterly, Vol. 22 No. 1, pp. 7-16
Dahui Li, Glenn J. Browne and Pattrick Y. K. Chau. 2006. œAn empirical investigation of web site use using a commitmment-based model, Decision Sciences, 37 (3), 427-44
deBúrca, Sean, Bryan Fynes, and Evelyn Roche. 2004. œEvaluating relationship quality in a business-to-business context, Irish Journal of Management, 25 (2), 61-75
DeWulf, K., Odekerken-Schröder, G., & Iacobucci, D. 2001. Investment in Consumer Relationships: A Cross-Country and Cros Industry Exploration. Journal of Marketing, 65, 33-50
Dorsch, Michael J., Scott R. Swanson, and Scott W. Kelley. 1998. œThe role of relationship quality in the stratification of vendors as perceived by customers, Academy of Marketing Science Journal, Vol. 26, Iss. 2; 128-42
Dowling, Grahame R. and Uncles, Mark. 1997. œDo customer loyalty programs really work?, Sloan Management Review, Vol. 38, Iss. 4, 71-82
_____, Paul H. Schurr, and Sejo Oh. 1987. œDevelopment buyer-seller relationship, Journal of Marketing, 51 (April), 11-27
Edwards, Allen L. 1957. Techniques of attitudes scale construction. New York: Appleton-Century-Crofts, Inc.
Ford, David. 1980. œThe development of buyer-seller relationships in industrial markets, European Journal of Marketing, 14 (5/6), 339-53
Fornell, Claes and Larcker, David F. 1981. œEvaluating structural equation models with unobservables and mesurement error, Journal of Marketing Research, Feb., Vol. 18, Iss. 1, 39-50
Grégoire, Yany and Fisher, Robert J. 2006. œThe effects of relationship quality on customer retaliation, Market Lett 17: 31-46
Grönroos, C. 1996. œRelationship marketing: strategic and tactical implications, Management Decision, Vol. 34, No. 3, 5-15
Gwinner, K. P., D. D. Gremler, M. J. Bitner. 1998. œRelational benefits in service industries: the customers perspective, Journal of Academy of Marketing Science, Vol. 2, Iss. 2, 1001-14
Hair, Jr., Joseph F., Rolph E. Anderson, Ronald L. Tatham, and William C. Black. 1998. Multivariate data analysis. Upper Saddle River, New Jersey: Prentice-Hall International, Inc.
Helfret, Gabriele and Gemünden, Hans Georg. 1998. œRelationship marketing team design: a powerful predictor for relationship effectiveness, ISBM Report # 6-1998, Institute for the Sduty of Business Markets, Pennsylvania State University, University Park, PA, USA
_____ and Klee, Alexander. 1997. œThe impact of customer satisfaction and relationship quality on customer retention: a critical reassessment and model development, Psychology & Marketing, Vol. 14, Iss. 18, 737-64
Hewett, Kelly, R. Bruce Money, and S. Sharma. 2002. œAn exploration of the moderating role of buyer corporate culture in industrial buyer-seller relationships, Academy of Marketing Science Journal, Vol. 30, Iss. 3, 229-39
Jöreskog, Karl and Sörbom, Dag. 1993. LISREL8: structural equation modeling with the SIMPLISTM command language. Hillsdale, New Jersey: Scientific Software Internatninal
_____ 1996. LISREL8: Users reference guide. Chicago, IL: Scientific Software International, Inc.
Keating, Byron, Robert Rugimbana, and Ali Quazi. 2003. œDifferentiating between service quality and relationship quality in cyberspace, Managing Service Quality, 13 (3), 217-32
Kumar, N., L. K. Scheer, and J. E. M. Steenkamp. 1995. œThe effects of supplier fairness on vulnerable resellers, Journal of Marketing Research, 32 (1), 54-65
Lewin, J. E. and Johnston, W. J. 1997. œRelationship marketing theory in practice: a case study, Journal of Business Research, 39 (1), 23-31
Mayer, Roger C., James H. Davis, and F. David Schoorman. 1995. œAn integrative model of organizational trust, Academy of Management Review, 20 (3), 709-34
Medsker, Gina J., Larry J. Williams, and Patricia J. Holahan. 1994. œA review of current practices for eveluating causal models in organizational behavior and human resource management research, Journal of Management, 20 (2), 439-64
Mohr, Jakki and Spekman, Robert. 1994. œCharacteristics of partnership success: partnership attributes, communication behavior, and conflict resolution techniques, Strategic Management Journal, 15, 135-52
Nooteboom, Bart, Hans Berger, and Niels G. Nooderhaven. 1997. œEffects of trust and governance on relational risk, Academy of Management Journal, 40 (2), 308-38
_____ and Swan, E. 1989. œEquity and disconfirmation perceptions as influences on merchant and product satisfaction, Journal of Consumer Research, 16, 372-83
Patterson, Paul G. 2004. œA contingency model of behavioral intentions in a service context, European Journal of Marketing, Vol. 38, Iss. 8/9, 1304-15
Reynolds, Kristy E. and Beatty, Sharon E. 1999. œCustomer benefits and company consequences of customer-salesperson relationships in retailing, Journal of Retailing, 75 (1), 11-32
Roberts, Keith, Sajeev Varki and Rod Brodie. 2003. œMeasuring the quality of relationships in consumer services: an empirical study, European Journal of Marketing, Vol. 37, Iss. 1/2, 169-97
Rust, John and Golombok, Susan. 1989. Modern psychometrics, London: Routledge
Sanchez, Manuel and Iniesta, M. Angeles. 2004. œThe structure of commitment in consumer-retailer relationships. Conceptualization and measurement, International Journal of Service Industry Management, 15 (3/4), 230-49
Shamdasani, Prem N. and Balakrishnan, Audrey A. 2000. œDeterminants of relationship quality and loyalty in personalized services, Asia Pacific Journal of Management, 17, 1, 3-21
Shemwell, D. J., U. Yavas, and Z. Bilgin. 1998. œCustomer-service provider relationships: an empirical test of a model of service quality, satisafction, and relationship-oriented outcomes, International Journal of Service Industry Management, 9 (2), 155-68
Siguaw, J. A., P. M. Simpson, and T. L. Baker. 1998. œEffects of supplier market orientation and the channel relationship: the distributor perspective, Journal of Marketing, 62 (3), 99-111
Smith, Brock. 1998. œBuyer-seller telationships: similarity, relationship management, and quality, Psychology & Marketing, Vol. 15, Iss. 1, 3-21
Tax, Stephen S., Stephen W. Brown, and Murali Chandrashekaran. 1998. œCustomer evaluations of service complaint experiences: implications for relationship marketing, Journal of Marketing, 62 (April), 60-76
Wong, Amy and Sohal, Amrik. 2002. œAn examination of the relationship between trust, commitment and relationship quality, International Journal of Retail & Distribution Management, 30 (1), 34-50
Wray, Barry, Adrian Palmer and David Bejou. 1994. œUsing neural network analysis to evaluate buyer-seller relationship quality, European Journal of Marketing, 28 (10), 32-49.
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2018-06-06
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Aritonang, L. (2018). Dimensi Kualitas Hubungan dalam Konteks Jasa Salon Rambut. BISMA (Bisnis Dan Manajemen), 1(1), 30–37. https://doi.org/10.26740/bisma.v1n1.p30-37
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