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All Journal Jurnal Manajemen Indonesia Proceeding of the International Conference on Family Business and Entrepreneurship (ICFBF)
Kunthi A. Kusumawardani
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Economics, Econometrics & Finance

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Predicting the Effects of Perceived Service Quality and Logistics Service Innovation on Repurchase Intention of Instant Courier Services through Customer Satisfaction and Trust Kunthi A. Kusumawardani; Saras Asa Hastayanti
Jurnal Manajemen Indonesia Vol 20 No 3 (2020): Jurnal Manajemen Indonesia
Publisher : Fakultas Ekonomi dan Bisnis, Telkom University.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25124/jmi.v20i3.3515

Abstract

Logistics are not only playing a significant role in the business process, but they can also add value to the business, and even also determine the life of the firm. Due to its significance, the advancement of logistics is inevitable. Customers want everything faster, and they are even willing to pay more for the service. This study provides an empirical investigation of instant courier service customers in Indonesia. A total of 300 valid questionnaires were collected and assessed using structural equation modelling (SEM). The results showed that perceived service quality influences customer satisfaction and trust. On the other hand, logistics service innovation influences perceived service quality but not customer satisfaction. While trust affects customer satisfaction and repurchase intention. Moreover, customer satisfaction influences repurchase intention. This study is one of the first to evaluate and confirm the relations of service quality-repurchase intention in instant courier service. This research contributes to the literature for future research in instant courier service by providing empirical evidence in Indonesia. Keywords— Customer Satisfaction; Logistics Service Innovation; Perceived Service Quality; Repurchase Intention; Trust
Understanding Indonesian Millennials Intention to Purchase Counterfeit Fashion Products Kunthi A. Kusumawardani; Hanif A. Widyanto; Delsi Ulfayani
Proceeding of the International Conference on Family Business and Entrepreneurship 2021: Proceeding of the 4th International Conference on Family Business and Entrepreneurship
Publisher : President University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (262.826 KB) | DOI: 10.33021/icfbe.v1i1.3584

Abstract

Counterfeit fashion products have become an international business with a well-established global network. This study examines the antecedents of purchase intention for counterfeit fashion products among Indonesian millennials. Personal/self-ethics, brand consciousness, value consciousness, and social influence are the exogenous constructs being assessed and mediated by attitudes and the risk of embarrassment. This study is quantitative research which utilised Partial Least Squares-Structural Equation Modelling (PLS-SEM). 215 respondents participated in an online questionnaire that consisted of 31 questionnaire items. The result shows that personal/self-ethics, brand consciousness, value consciousness, and social influence influenced purchase intention through attitude. Additionally, personal/self-ethics also influenced the risk of embarrassment. This study provides a new understanding of Indonesian millennials' purchase intention on counterfeit fashion products through a novel framework.
Co-Authors Delsi Ulfayani Hanif A. Widyanto Saras Asa Hastayanti