"Customer Relative as a Mediator: Maximizing Consumer Behavioral Intentions through Service Quality and Corporate Image Gojek Indonesia"
Keywords:
Corporate Image, Service Quality, Customer relative, Behavior Intention
Abstract
This study examines the relationships between corporate image, service quality, customer relations, and behavioral intentions among 185 Gojek users in Indonesia. The results indicate positive perceptions of corporate image, service quality, customer relations, and behavioral intentions, with reliability and validity tests confirming strong construct consistency. Service quality was found to significantly influence both customer relations and behavioral intentions, while corporate image did not show a direct effect. Indirectly, service quality positively impacted behavioral intentions through customer relations, highlighting the greater importance of service quality in shaping customer behavior over corporate image
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Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes. 50(2), 179–211.
Alam, M. M. D., & Noor, N. A. M. (2020). The Relationship Between Service Quality, Corporate Image, and Customer Loyalty of Generation Y: An Application of S-O-R Paradigm in the Context of Superstores in Bangladesh. SAGE Open, 10(2). https://doi.org/10.1177/2158244020924405
Chan, C., & Marafa, L. M. (2014). Developing a Sustainable and Green City Brand for Hong Kong: Assessment of Current Brand and Park Resources. International Journal of Tourism Sciences, 14(1), 93–117. https://doi.org/10.1080/15980634.2014.11434686
Dam, S. M., & Dam, T. C. (2021). Relationships between Service Quality, Brand Image, Customer Satisfaction, and Customer Loyalty. Journal of Asian Finance, Economics and Business, 8(3), 585–593. https://doi.org/10.13106/jafeb.2021.vol8.no3.0585
Darwanto, A., Lestari, D., & Nurhidayah, O. (2022). ONLINE CONSUMER BEHAVIOR DALAM KEPUTUSAN PEMBELIAN PADA APLIKASI E-COMMERCE. 1(2), 133–146. https://doi.org/10.1234/jdbim.v1i2.50501
Fadila, D., & Ridho, S. L. Z. (2013). Perilaku Konsumen. Penerbit Citrabooks Indonesia.
Fatihudin, D., & Firmansyah, A. (2019). Pemasaran jasa:(Strategi, mengukur kepuasan dan loyalitas pelanggan). Deepublish.
Haigh, D. (2003). An introduction to brand equity — How to understand and appreciate brand value and the economic impact of brand investment. HENRY STEWART PUBLICATIONS, 5(1), 21–32.
Kang, J., & James, J. (2007). Revisiting the concept of brand loyalty: A congruity-based approach. . Journal of Brand Management, 14(5), 405–421.
Kennedy, S. H. (1977). Nurturing corporate images. European Journal of Marketing, 11(3), 119–164.
Khoo, K. L. (2022). A study of service quality, corporate image, customer satisfaction, revisit intention and word-of-mouth: evidence from the KTV industry. PSU Research Review, 6(2), 105–119. https://doi.org/10.1108/PRR-08-2019-0029
Kotler, P. dan K. L. K. (2016). Manajemen Pemasaran (12th ed., Vol. 1 dan 2). PT. Index.
Marcheline, S., & Pasaribu, H. (2024). PENGARUH SERVICE QUALITY, CUSTOMER SATISFACTION, PERCEIVED VALUE, DAN CORPORATE IMAGE TERHADAP CUSTOMER LOYALTY PADA BANK CENTRAL ASIA DKI JAKARTA DENGAN TRUST SEBAGAI VARIABEL MEDIASI. https://doi.org/10.36418/syntax-literate.v9i3
Morgan, C. H., & Schwebel, D. C. (2023). Superhero pretense, superhero identification, and risk-taking in preschool-aged children. Journal of Pediatric Psychology. https://doi.org/10.1093/jpepsy/jsad045/7227735
Nugraha, P. S., & Nisa, P. C. (2023). Pengaruh Kualitas Layanan Dan Promosi Terhadap Kepuasan Pelanggan Pada Niat Beli Konsumen Di Starbuck. JURNAL EKONOMI MANAJEMEN DAN BISNIS, 24(1), 75–89.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1998). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 4(1), 12–40.
Tran, M. A., Nguyen, B., Melewar, T. C., & Bodoh, J. (2015). Exploring the corporate image formation process. Qualitative Market Research, 18(1), 86–114.
Yingfei, Y., Mengze, Z., & Ki-Hyung, B. (2022). The Nexus of Service Quality, Customer Experience, and Customer Commitment: The Neglected Mediating Role of Corporate Image. Frontiers in Psychology, 13. https://doi.org/10.3389/fpsyg.2022.917284
Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality. https://www.researchgate.net/publication/225083802
Zhao, C., & Jowett, S. (2023). Before supporting athletes, evaluate your coach–athlete relationship: Exploring the link between coach leadership and coach–athlete relationship. International Journal of Sports Science & …. https://doi.org/10.1177/17479541221148113
Published
2024-12-29
How to Cite
Harisandi, P., Yahya, A., Rahmiati, F., Yuningsih, N., & Kusumawati, H. (2024). "Customer Relative as a Mediator: Maximizing Consumer Behavioral Intentions through Service Quality and Corporate Image Gojek Indonesia". Kontigensi : Jurnal Ilmiah Manajemen, 12(2), 852-860. Retrieved from https://jurnal.dim-unpas.web.id/index.php/JIMK/article/view/645
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Articles
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