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All Journal JURISMA: Jurnal Riset Bisnis & Manajemen Abdimas Umtas : Jurnal Pengabdian kepada Masyarakat EKUITAS (Jurnal Ekonomi dan Keuangan) Jurnal Mantik Jurnal Ekonomi Manajemen Sistem Informasi Journal of Enterprise and Development (JED) Management Studies and Entrepreneurship Journal (MSEJ) Bisman (Bisnis dan Manajemen): The Journal of Business and Management Enrichment : Journal of Management JBMR: Journal of Business and Management Review Indonesian Journal of Economics and Management Journal of Management, Accounting, General Finance and International Economic Issues (MARGINAL) Relevance: Journal of Management and Business Journal of Accounting and Finance Management (JAFM) Amal Ilmiah: Jurnal Pengabdian Kepada Masyarakat Asian Journal of Management, Entrepreneurship and Social Science
Aditya Yudanegara
Universitas Widyatama
Religion Agriculture, Biological Sciences & Forestry Arts Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Social Sciences

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Journal : Jurnal Mantik

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Customer voluntary performance: consumers as company partners in delivering services Aditya Yudanegara
Jurnal Mantik Vol. 7 No. 3 (2023): November: Manajemen, Teknologi Informatika dan Komunikasi (Mantik)
Publisher : Institute of Computer Science (IOCS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/mantik.v7i3.4378

Abstract

Customer Voluntary Performance (CVP) involves customers enhancing service quality as promoters, coproducers, and consultants. This study, using 200 questionnaires from retail customers and Structural Equation Modeling, reexamines CVP's antecedents: global customer satisfaction, commitment, and perceived support. The results confirm seven out of twelve hypotheses. Customer commitment positively affects loyalty and cooperation but not participation. Customer satisfaction shows no significant relation to loyalty, cooperation, or participation. Perceived customer support positively influences cooperation and participation but not loyalty. Additionally, customer satisfaction positively relates to perceived support, and both satisfaction and support positively correlate with customer commitment
Co-Authors Andhi Sukma Ayuningtyas Y. Hapsari Desy Oktaviani Elvira Sagita, Sindi Fansuri Munawar Fansuri Munawar Fansuri Munawar Irma Nilasari Muttaqin, Rizqi Nida Hanifah, Nadya Nilasari, Irma Nur Marina, Neneng Reni Oktaviani, Desy Purwaningdyah, Sri Wilujeung Sunu Rini Handayani Rini Handayani Rini Handayani Rizqi Muttaqin Saputera, Denny Sri Wiludjeng SP, Sri Sri Wilujeung SP Sunu Puguh Hayu Triono