PENGARUH PERSEPSI LIFE STYLE DAN MEDIA SOCIAL NETWORKING TERHADAP KEPUASAN KONSUMEN DAN KEPUTUSAN PERPINDAHAN MEREK PADA TELEPON SELULAR KE BLACKBERRY
DOI:
https://doi.org/10.22441/jimb.v4i2.3985Kata Kunci:
life style, media social networking, kepuasan, perpindahan merekAbstrak
Penelitian ini membahas apakah Life Style dan media Social Networking mempengaruhi kepuasan konsumen sehingga dampaknya menjadi keputusan konsumen untuk berpindah merek. Ketidakpuasan konsumen terjadi apabila kinerja suatu produk tidak sesuai dengan persepsi dan harapan konsumen. Kepuasan merupakan fungsi dari persepsi atau kesan atas kinerja dan harapan. Jika kinerja berada di bawah harapan maka pelanggan merasa tidak puas. Kepuasan dan ketidakpuasan konsumen dipengaruhi oleh pengalaman mengkonsumsi produk atau jasa sebelumnya. Penelitian ini adalah penelitian deskriptif-kuantitatif. Dengan teknik judgmental sampling diperoleh total sampel sebanyak 219 kuesioner termasuk 30 kuesioner yang berpartisipasi dalam pre-test. Data diuji menggunakan structural equation model. Hasil penelitian ini menunjukkan bahwa hanya Life Style yang berpengaruh positif terhadap kepuasan, sementara media Social Networking tidak. Kepuasan konsumen memiliki pengaruh yang positif terhadap perpindahan merek. Penelitian ini juga menemukan bahwa Life Style berpengaruh positif terhadap perpindahan merek, namun media Social Networking tidak berpengaruh terhadap perpindahan merek.
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