KESIMPULAN DAN SARAN
MARKETING OUTCOME a Satisfaction (Y2)
No. Pernyataan 1 2 3 4 5
Attributes related to the product (Y5.1) 16. Saya puas terhadap harga produk
batik yang ditawarkan secara online.
17. Saya puas terhadap kualitas produk batik yang ditawarkan secara online.
18. Saya puas terhadap kesesuaian harga produk batik yang ditawarkan secara
online dibanding kualitas.
19. Saya puas keleluasaaan untuk melakukan pilihan produk batik yang ditawarkan secara online. 20. Saya puas terhadap kebebasan ikut
menentukan corak dan warna produk batik.
21. Saya puas pada garansi yang diberikan dalam pembelian online.
22. Saya puas pada tanggapan perusahaan dalam menerima keluhan.
Attributes related to service (Y5.2) 23. Saya puas dengan garansi diberikan
B u k u R e f e r e n s i
tidak sesuai dengan pesanan dengan terlebih dulu ada perjanjian.
24. Saya puas penyedia produk batik secara online terbuka menerima keluhan.
25. Saya puas penyedia produk batik secara online responsif.
Attributes related to purchase (Y5.3) 26. Saya puas atas pembelian produk
batik karena reputasi penyedia layanan online cukup terkenal di komunitas sesama penyedia layanan secara online.
27. Saya puas atas kemampuan penyedia layanan online memenuhi permintaan produk batik.
28. Saya puas pada informasi penyedia layanan terkait pembelian online.
b. Usage Intention (Y3)
No. Pernyataan 1 2 3 4 5
Niat Penggunaan kembali (Y6.1) 29. Saya berniat menggunakan media online
lagi untuk berbelanja produk batik. 30. Saya berniat menggunakan media online
untuk mencari motif baru produk batik. 31. Saya akan sering membeli produk batik
secara online.
Rekomendasi (Y6.2) 32. Saya merekomendasikan pembelian
batik online pada teman-teman.
33. Saya merekomendasikan pembelian batik online pada keluarga.
34. Saya menceritakan kelebihan berbelanja secara online.
B u k u R e f e r e n s i
B u k u R e f e r e n s i
D
AFTAR PUSTAKAAaker, David A, 1992. The Value of Brand Equity, Journal of Business Strategy 13 (July/August): 27-43.
Agarwal, R and Karahanna, E, 2000. Time Flies When You're Having Fun: Cognitive Absorption and Beliefs About Information Technology Usage, MIS Quarterly, vol. 24, no. 4, pp. 665-694.
--- and Prasad, J, 1999. are Individual Differences Germane to The Acceptance of New Information Technologies? Decision Sciences, vol. 30, no. 2, pp. 361-391.
Armstrong, B, Fogarty, G, Dingsdag, D and Dimbleby, J, 2005. Validation of a computer user satisfaction questionnaire to measure IS success in small business, Journal of Research and Practice in Information Technology, vol. 30, no. 1, pp. 27-42.
Anderson, Eugene W., 1998. Customer Satisfaction and Word of Mouth,
Journal of Service Research, 1 (May), 5-17.
Barlow, Richard G, 1992. Relationship Marketing The Ultimate in Customer Services Retail Control 60 (March): 29-37.
Barnes, James G, 1994. The Issue of Establishing Relationships With Customers in Service Companies: When Are Relationships Feasible and What Form Should They Take?, Working paper. Memorial Uni- versity of Newfoundland.
Bendapudi and Leonard L. Berry, 1997. Customers Motivations for Maintaining Relationships With Service Providers, Journal of Retailing 73 (Spring): 15-37.
Berry, Leonard L. 1995. Relationship Marketing of Services Growing Interest, Emerging Perspectives, Journal of the Academy of Marketing Science 23 (Fall), 236-245.
B u k u R e f e r e n s i
Bitner, Mary Jo, 1995. Building Service Relationships: It’s All about
Promises, Journal of the Academy of Marketing Science, 23 (Fall), 246-51.
Boone, Louise and David L. Kurtz, 1998. Contemporary Marketing Plus, The Dryden Press, Eight Edition, International Edition.
Brown, S.A, 2000. Customer Relationship Management : A Strategic Imperative in the World of e-Business, Toronto : John Willey and
Sons Canada, Ltd.
Buttle, 2004. Customer Relationship Management : Concept and Tools, Amsterdam : Elsevier Butterworth Heinermann.
Cheng, E, Lam, D and Andy Y, 2005. Adoption of Internet Banking : An Empirical Study in Hongkong, Department of Logistics, The Hong Kong Polytechnic University, Hung Hom, Kowloon, Hong Kong. Chin W Wynne, Todd Peter, 1991. on The Use Usefullness, Ease of Use of
Structural Equation Modeling in MIS Research : a Note of Caution. Management Information System Quarterly, 21-33. ---, Lawrence A, 1991. Building and Maintaining Quality in the Service
Relationship, In Service Quality: Multidisciplinary and Mul- tinational Perspectives. Eds. Stephen W. Brown, Evert Gummesson, Bo Edvardsson, and Bengt Ove Gustavsson. Lexington, MA: Lexington Books, 269-287.
Crosby, Kenneth R. Evans, and Deborah Cowles, 1995. Relationship Quality in Services Selling: An Interpersonal Influence Perspective,
Journal of Marketing 54 (July): 68-81.
Dabholkar, 1990. The Role of Effect and Need for Interaction in on-Site Service Encounters, Paper Presented to Advances in Consumer Research: diversity in consumer behaviour, vol. XIX, Provo, UT, pp. 563-591.
---, 1994. Incorporating Choice Into an Attitudinal Framework: Analyzing Models of Mental Comparison Processes, Journal of Consumer Research, vol. 21, no. 1, pp. 100-118.
B u k u R e f e r e n s i
Davis FD, 1989. Perceived Usefullness, Perceived Ease of Use of Information Technology. Management Information System Quarterly, 21-37.
---, Bagozzi, RP and Warshaw, PR, 1989. User Acceptance of Computer Technology: a Comparison of Two Theoretical Models,
Management Science, Vol. 35, no. 8, pp. 982-1003.
Dutka, Alan, 1995. AMA Handbook of Customer Satisfaction. The American Marketing Association.
Engel, James. F, et al., 2001. Perilaku Konsumen, Jilid 1, Edisi Keenam, Cetakan Pertama, Terjemahan Budijanto, Binapura Aksara, Jakarta.
Fogarty, G, Armstrong, B, Dimbleby, J and Dingsdag, D, 2003. Exploring User Satisfaction With Information Systems in a Regional Small Business Context, paper presented to The 14th Australasian Conference on Information Systems: Delivering IT and e-business Value in a Networked Environment, Perth, Western Australia. Fragata , Anabela, 2009. Loyalty by Corporate Banking Customers,
Departamento de Administración y Economía de la Empresa,
Campus “Miguel de Unamuno”, 37007 Salamanca (España).
Gefen, D., and Straub, D., 2003. Managing user trust in B2C e-services. E- Services Journal, 2 (2), Winter, 7-24.
Gefen, D, Karahanna, E. and Straub, DW. 2003. Trust and TAM in Online Shopping: an Integrated Model, MIS Quarterly, vol. 27, no. 1, pp. 51-90.
Ghozali, Imam, 2008. Model Persamaan Struktural Konsep dan Aplikasi dengan Program AMOS 16.0, Badan Penerbit Fakultas Ekonomi Universitas Diponegoro, Semarang.
Goodwin, Cathy, 1994. Between Friendship and Business: Communal Relationships in Service Exchanges, Working paper. University of Manitoba.
B u k u R e f e r e n s i
--- and Dwayne D. Gremler, 1996. Friendship Over the Counter: How Social Aspects of Service Encounters Influence Consumer Service Loyalty, In Advances in Services Marketing and Management. Vol. 5. Eds. Teresa A. Swartz, David E. Bowen, and Stephen W. Brown. Greenwich, CT: JAI, 247-282.
---, 1997. Communality as a Dimension of Service Relationships,
Journal of Consumer Psychology, 5, 387-415.
Grace T.R. Lin and Chia-Chi Sun, 2009. Factors Influencing Satisfaction and Loyalty in Online Shopping: an Integrated Model, Online Information Review, Vol. 33 No. 3, pp. 458-475.
Griffin, Jill, 2002. Customer Loyality : How to keep it, Lexington Books, An Im Print At Free Press, USA, New York.
Guiltinan, J. (1989), “A Classification of Switching Costs with Implications
for Relationship Marketing. In: Childers TL, Bagozzi RP, Peter JP,
editors. AMA Winter Educators’ Conference: Marketing Theory
and Practice. Chicago, IL: American Marketing Association, pp. 216-231.
Gwinner, Kevin P.,Dwayne D. Gremler, and Mary Jo Bitner, 1998. Relational Benefits in Services Industries: The Customer’s Perspective, Journal of the Academy of Marketing Science, 26 (Spring), 101-114.
Gremler, and Kevin P. Gwinner, 2000. Customer-Employee Rapport in Service Relationships, Journal of Service Research, 3 (August), 82-104.
Hair, Joseph F., Anderson, Raph E, Tatham, Ronal L and Black, William C. 1998. Multivariate Analysis, Fifth Edition, Prentice Halll International Inc.
Hakansson, Hakan, 1982. An Interaction Approach. In International Marketing and Purchasing of Industrial Goods: An Interaction Ap- proach. Ed. Hakan Hakansson. New York: John Wiley, 10-27.
B u k u R e f e r e n s i
Harris, K, 1999. The Gartner Group e-Bussiness Glossary : Version 1, http //gartner4.gartnerweb.com:80/gg/purchase/0/00/834/75/doc/00083 475
Hong, W, Thong, JYL, Wong, W-M Tam, K-Y, 2002. Determinants of User Acceptance of Digital Libraries: an Empirical Examination of Individual Differences and System Characteristics, Journal of Management Information Systems, vol. 18, no. 3, pp. 97-124. Hong, J , Thong, J and Yan, KT , 2006. Understanding continued
information technology usage behavior: a comparison of three models in the context of mobile internet, Decision Support Systems, Vol. 42, pp. 1819-1834.
Hwang, Yujong and Dan J. Kim, 2007. Customer self-service systems: The Effects of perceived Web quality with service contents on enjoyment, anxiety, and e-trust, Decision Support Systems, Vol. 43, pp.746–760.
Igbaria M, 1994. an Examination of The Factors Contributing to Micro Computer Techenology Acceptance, Journal of Information system,ElsievGr Science, USA.
---,and Iivari, J, 1995. The Effects of Self-Efficacy on Computer Usage,
Omega, International Journal of Management Science, vol. 23, no. 6, pp. 587-605.
Jarvis, Lance P. and James B. Wilcox. 1977. "True Vendor Loyalty or Simply Repeat Purchase Behavior?" Indt~trial Marketing Management 6 (February): 9-14.
Jogiyanto, 2007. Sistem Informasi Keperilakuan, Edisi 1. Yogyakarta: Andi Offset.
Karahanna, E and Straub, DW, 1999. The Psychological Origins of Perceived Usefulness and Ease-of-Use, Information & Management, vol. 35, pp. 237-250.
B u k u R e f e r e n s i
Kim, Changki, 2007. an Empirical Investigation into the Utilization-Based Information Technology Success Model: Integrating Task Performance and Social Influence Perspective, Journal of Information Technology, 22, pp. 152–160.
Klemperer, Paul, 1987. Markets With Consumer Switching Costs, Quarterly Journal of Economics 102 (May): 375-394.
Kotler, Philip, 2002. Manajemen Pemasaran Edisi Milenium, PT. Prehalindo, Jakarta.
---, 2001. Marketing Management, Thirteenth Edition, Pearson Prentice Hall, New Jersey.
---, and Gary, Armstrong, 2004. Principle of Marketing, Prentice Hall Inc., Seventh Edition, Englewood Cliffs, New Jersey.
---, and Gary, Armstrong, 1998. Principle of Marketing, Prentice Hall Inc., Seventh Edition, Englewood Cliffs, New Jersey.
Lee and Allaway, 2003. Effects of Personal Control on Adoption of Self- Service Technology Innovations, Journal of Services Marketing, Vol. 16 No. 6 2002. pp. 553-572.
Lovelock, Patterson, Walker, 2001. Service Marketing : An Asia Pacific Perspective, 2nd ed., Sidney, Prentice Hall.
Malhotra. Naresh. K, 1996, Marketing Research, London : Prentice-Hall International, Inc.
Ma’ruf, J. J., 2004. Paradigma Baru Pemasaran dalam Memasuki Pasar
Maya, Orasi Ilmiah pada Kuliah Umum dalam rangka pembukaan Kuliah Semester Ganjil Tahun Ajaran. 2004/2005 Fakultas Ekonomi Universitas Malikussaleh. Lhokseumawe, Aceh, 30 Agustus.
Mathieson, K, 1991. Predicting User Intention Comparing the Technology Acceptance Model with the Theory of Planned Behavior,
B u k u R e f e r e n s i
McCallum, Richard J. and Wayne Harrison, 1985. Interdependence in the Service Encounter, in The Service Encounter: Managing Em ployee/Customer Interaction in Services Businesses. Eds.
Meuter, Ostrom, AL, Roundtree, RI and Bitner, MJ, 2000. Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters', Journal of Marketing, vol. 64, no. 3, pp. 50-64.
Morgan, Robert M. and Shelby D. Hunt, 1994. the Commitment-Trust Theory of Relationship Marketing, Journal of Marketing 58 (July): 20-38.
---, Tammy N. Crutchfield, and Russell Lacey, 2000. Patronage and Loyalty Strategies: Understanding the Behavioral and Attitudinal Outcomes of Customer Retention Programs, in Relationship Marketing: Gaining Competitive Advantage through Customer Satisfaction and Customer Retention, Thorsten Hennig-Thurau and Ursula Hansen, eds. Berlin, Germany: Springer, 71-87.
Nazir, Mohammad, 2005. Metode Penelitian. Cetakan Keempat, Jakarta: Ghalia Indonesia.
O'Boyle, James, 1983. Telemarketing Turns Customer Service Into a Profit Center, Telemarketing 2 (September): 12-15.
Oliver, Richard L, 1999. “Whence Consumer Loyalty”, Jounal of
Marketing., Volume 63 Special Issue, p.33-44.
Peterson, Robert A., 1995. Relationship Marketing and the Consumer,
Journal of the Academy of Marketing Science 23 (Fall): 278-281. Plessis MD and J.A. Boone, 2004. Knowledge Management in eBusiness
and Customer Relationship Management : South African Case Study Findings, International Journal of Information Management, Vol 24, No. 1, pp. 73-86.
Price, Linda L., Eric J. Arnould and Hausman 1999. Commercial Friendships: Service Provider-Client Relationships in Context,
B u k u R e f e r e n s i
Rao, Sally and Troshani, Indrit, 2007. a Conceptual Framework And Propositions For The Acceptance Of Mobile Services, Journal of Theoretical and Applied Electronic Commerce Research, August, vol. 2, pp. 61-73, Universidad de Talca, Curicó, Chile.
Reichheld, Frederick F, 1996. The Loyalty Effect. Boston: Harvard Business School Press.
---, 1993. Loyalty-Based Management, Harvard Business Review 71 (March-April): 64-73.
---, and W. Earl Sasser Jr, 1990. Zero Defections: Quality Comes to Services, Harvard Business Review 68 (September-October): 105-111. Rose, Janelle and Fogarty, Gerard, 2006. Determinants of Perceived
Usefulness and Perceived of Easy of Use in The Technology Acceptance Model : Senior Consumers Adoption of Self Service Banking Technologies, Academy of World Business, Marketing & Management Development, Conference Proceedings, Volume 2 No 10, July 2006.
Reynolds, Kristy E. and Sharon E. Beatty, 1999. Customer Benefits and Company Consequences of Customer-Salesperson Relationships in Retailing, Journal of Retailing, 75 (Spring), 11-32.
Schlesinger, Leonard and James Heskett, 1991. Breaking the Cycle of Failure in Services, Sloan Management Review 32 (Spring): 17-28. Selnes, F. (1993). An examination of the effect of product performance on
brand reputation, satisfaction and loyalty. European Journal of Marketing, 27(9), 19-35.
Sheng , Jiun, 2007. The Influence of Technology Readiness on Satisfaction and Behavioral Intentions toward Self-Service Technologies,
Computers in Human Behavior, 23 pp. 1597–1615.
Soellner, Albrecht O. E. 1994. "Commitment in Exchange Relationships: The Role of Switching Costs in Building and Sustaining Competitive Advantages." In Relationship Marketing: Theory, Method~ and Applications. Eds. Jagdish Sheth and Atul Parvatiyar. Atlanta, GA: EmoryUniversity.
B u k u R e f e r e n s i
Srivastava, Shervani and Fahey, 1999. Market Based Assets and Shareholder Value : A Framework for Analysis, Journal of Marketing, Vol 62, No 1 (January), pp. 2-18.
Sugiyono, 1999. Metode Penelitian Bisnis, Bandung, Alpabeta.
Sun, H and Zhang, P, 2006. The Role of Moderating Factors in User Technology Acceptance, International Journal of Human- Computer Studies, vol. 64, pp. 53-78.
Szymanski, David M. and David H. Henard, 2001. Customer Satisfaction: A Meta-Analysis of the Empirical Evidence, Journal of the Academy of Marketing Science, 29 (Winter), 16-35.
Thompson Ronald, Howell, Higgins, 1991. "Personal Computing: Toward a Conceptual Model of Utilization". Management Information System Quarterly, 21(3).
Thorsten, Kevin P. Gwinner and Dwayne, Gremler, 2002. Understanding Relationship Marketing Outcomes An Integration of Relational Benefits and Relationship Quality, Journal of Service Research, Volume 4, No. 3, February, 230-247.
Tjiptono, Fandy, 1997. Strategi Pemasaran, Penerbit Andi Offset, Yogyakarta.
Tracey S. Dagger and Timothy K. O’Brien, 2010. Does Experience Matter? Differences In Relationship Benefits, Satisfaction, Trust, Commitment And Loyalty For Novice And Experienced Service Users, European Journal of Marketing, Vol. 44 No. 9/10, 2010, pp. 1528-1552.
Undang-Undang No. 9 Tahun 1995 tentang Usaha Mikro, Kecil dan Menengah.
Usmara, 2003. Strategi Baru Manajemen Pemasaran, PT. Amara Books, Yogyakarta.
Venkatesh, V, 2000. Determinants of Perceived Ease of Use: Integrating Control, Intrinsic Motivation, and Emotion Into The Technology Acceptance Model, Information Systems Research, vol. 11, no. 4, pp. 342-365.
B u k u R e f e r e n s i
---, and Davis, FD, 2000. A Theoretical Extension of The Technology Acceptance Model: Four Longitudinal Field Studies', Management Science, vol. 46, no. 2, pp. 186-204.
---, and Davis, FD, 1996. A Model of The Antecedents of Perceived Ease of Use: Development and Test, Decision Sciences, Vol. 27, no. 3, pp. 451-481.
---; Morris, MG, Davis, GB and Davis, FD, 2003. User Acceptance of Information Technology: Towards a Unified View, MIS Quarterly, vol. 27, no. 3, pp. 425-478.
---, and Speier, C, 1999. Computer Technology Training in The Workplace: a Longitudinal Investigation of The Effect of Mood,
Organisational Behaviour and Human Decision Processes, vol. 79, no. 1, pp. 1-28.
Wernerfelt, Birger. 1985. "Brand Loyalty and User Skills." Journal of Economic Behavior and Organization 6 (December): 381-385. Wibowo, Arif, 2007. Kajian Tetntang Perilaku Pengguna Sistem Informasi
dengan Pendekatan Technology Acceptance Model (TAM), Jurnal Fakultas Teknologi Informasi Universitas Budi Luhur.
Yen Rebecca , Hsiu Ju and Gwinner, Kevin P., 2003. Internet Retail Customer Loyalty : the mediating role of relational benefits,
International Journal of Service Industry Management, Vol. 14 No. 5, 2003, pp. 483-500.
Zeithaml, Valerie A, 1981. How Consumer Evaluation Processes Differ Between Goods and Services, inMarketing of Services. Eds. James H. Donnelly and William R. George. Chicago: American Marketing Association, 186-190.
---, Berry, and Bitner, Mary Joe, 1996. Service Marketing, MC. GrawHill Co. New York.
---, Leonard L. Berry, and A. Parasuraman, 1996. The Behavioral Consequences of Service Quality, Journal of Marketing 60 (April): 31-46.
B u k u R e f e r e n s i
Zigmund, W.G., 2000. Business Research Method, (6th ed.), Forth Worth: Harcourt Inc.
www.etcnewmedia.com, 26 Oktober 2010.
--- , 2010. Industri Kreatif Memiliki Potensi Ekonomi yang Sangat Besar, Karya Indonesia-Media Ekuitas Produk Indonesia Edisi 2, Kementrian Perindustrian, www.kemenperin.go.id, diakses Januari 2010.
--- , 2010. Kemendag Minta HIPMI, Promosikan Batik ke Pengusaha, Oktober 2010, www.okezone.com, diakses Desember 2010.
B u k u R e f e r e n s i
Gelar doktor diraih di Universitas Airlangga Surabaya. Buku ini hasil dari seleksi Hibah Doktor (2011) dan merupakan buku kedua yang melalui seleksi Dikti. Sebelumnya, Tahun 2010 sebagai penerima hibah penulisan buku teks serta aktif dalam penulisan artikel ilmiah dan penelitian-penelitian.
Tahun 2008 s/d 2012 terpilih sebagai dosen favorit versi BEM dan di Fakultas Ekonomi Universitas Bhayangkara Surabaya. Tahun 2012 mengikuti pemilihan dosen berprestasi tingkat Kopertis VII Jatim. Sebagai Konsultan bisnis dan trainer untuk Koperasi dan UKM bekerja sama dengan Diskop dan UMKM Pemprov Jatim, PT.Semen Gresik (Persero) Tbk dan Agro Makmur. Sebagai penerbit dan pendamping untuk buku terbitan Lubuk Agung Bandung.