ASEAN Marketing Journal
Not a member yet
125 research outputs found
Sort by
Corporate Social Responsibility and Poor’s Child Well Being in Developing Customer’s Loyalty
No full textThis research was conducted to analyze the contribution of Corporate Social Responsibility (CSR) perceived motives in enhancing poor children's well being and consumer loyalty. CSR strategy studied were CSR strategies implemented by two companies, Garuda Indonesia and Pertamina, which are State Owned Companies (fully or partially owned by government of Indonesia). Garuda Indonesia is a service company engaged in airline industry, and Pertamina is a non service company engaged in oil and gas industry.Using factor analysis and multiple regression, the result indicates some differences between firms CSR activities in in developing children well being and customer loyalty. This result has implication for the firm that different type of CSR activities and different industry will reflect different motives, further have different impact in children’s well being.keywords: Corporate Social Responsibility Motives, Poor’s Children Well Being, Customer Loyalt
Performance Evaluation of Public Services: A Development of Public Services Quality Measurement and Customer Satisfaction Model on Three Cities in Java
No full textDecentralization in Indonesia was meant to aid in the shifting of power from the central government to local governments, with the main aim to increase public services towards a more expeditious, efficient, flexible, and high quality of services, changing the paradigm from a ‘served bureaucracy’ towards a ‘bureaucracy that serves’. This research will evaluate: first, the perception of public service consumers towards the quality of public/government services, second, the perceived value received from public services, as well as third, the measurement of their satisfaction level resulting from the quality of services delivered by local governments at city level in the three areas of the Java Island. The research will use triangulation methods: qualitative research will be conducted using focus group discussions whereas quantitative research will be conducted using surveys.The findings are: first, the ten dimensions of service quality for the public sector -i.e. tangibility, reliability, responsiveness, credibility, competence, understanding customers, access, security, communication, and courtesy- were all proven to form the service quality construct in the public service quality. Moreover the proposed model that depicts the relationship between public service quality, perceived value and satisfaction was also confirmed; hence provide an evaluation tool for public services in city level.Keywords: Decentralization/Regional Autonomy, Quality of Public Services, Value Perception, Public Service Satisfactio
Effects of Perceived Trust and Perceived Price on Customers’ Intention to Buy in Online Store in Indonesia
No full textPrice and trust are important factors that influence customer purchasing decision in online shopping. However, the synergy of these two factors in customer intention to buy still needs to get higher attention. This paper examines the relative influence of perceived trust and perceived price on customers intention to buy, both for customers who have bought item from the store (repeat customers) and who have not (potential customers), and examines whether a difference exists on the strength of influence of price and trust to purchase intention in those groups. Data are analyzed with the multiple group analysis structural equation modeling, comparing the repeat customers and potential customers. The results of this paper reveal that there is no significant difference of effect between perceived trust and perceived price on intention to buy between potential and repeat customers and that perceived trust exerts a stronger effect than perceived price on purchase intentions for both potential and repeat customers of an online vendor. This paper also reveals that while perceived trust exerts a positive influence, perceived price exerts a negative influence on both perceived value and intention to buy.Keywords: Perceived price, perceived trust, perceived value, intention to buy, e-commerc
Marketing Impact of Halal Labeling toward Indonesian Muslim Consumer’s Behavioral Intention Based on Ajzen’s Planned Behavior Theory: Policy Capturing Studies on Five Different Product Categories
No full textThe purpose of this paper is to test the applicability of the theory of planned behavior (TPB) in explaining the intention to switch from products without certified Halal labels within a wide array of purchase context, especially in the purchase of food and medicine products. A policy capturing questionnaire was used to elicit responses from consumers using a convenience sampling technique. A total of 7500 responses were obtained from 150 participating respondent in 50 different scenario cases. Data is analyzed using Multi-Group Structural Equation Modeling. The study finds that the Theory of Planned Behavior (TPB) is not completely valid to explain both the behavioral intention of Muslim consumers in Indonesia to seek information about the Halal certification of a product and to cancel their purchase if the product did not have Halal certification. Differences in magnitude and significance of causal relationships exist between different product categories.Keywords: Purchase Behavior, Halal Label, Muslim Consume
Technological Innovations and Consumer Needs: An Analysis of Mobile Communications Market
No full textThis study combines insights from market diffusion and consumer research to provide an inte-grated framework of mobile communications market in Japan. We base our analysis on data from company interview, focus group discussion and industry reports. Our findings indicate that technology push dominates in the early introduction and consumer needs pull in the maturing stage. Three implications for the marketing area are; first, user needs for mobile communications have evolved from basic mobility and functionality to include aesthetic and experiential benefits, second, innovations of product capabilities co-evolve with user needs, and lead to increases in mobile usage and product-user attachments, and third, in a saturated market, mobile consumption is premised on the utilitarian and hedonic values as perceived by the users. As mobile phone is a universal product, analysis of a saturated market such as Japan provides a deeper understanding of the evolution of technology and consumer in other markets.Keywords: Technology, consumer needs, mobile communication, Japa
The Study of Relationship among Experiential Marketing, Service Quality, Customer Satisfaction, and Customer Loyalty
No full textExperiential marketing is one of the marketing approaches that gives a great framework to combine experience and entertainment elements into a product or service. Some of businesses in Indonesia have already used this approach and one of them is Strawberry Cafe which provides many kinds of free board games for the customer. The purpose of this research is to understand the impact of experiential marketing used by Strawberry Cafe related to customer satisfaction and loyalty. The data were collected from 142 respondents but after screening, only 80 that met the requirements and could be analyzed. Structural Equation Modeling (SEM) using LISREL software was used to analyze the data. This research found that itexperiential marketing used by Strawberry Cafe can affect customer loyalty.Keywords: Experiential Marketing, loyalty, customer satisfaction, service qualit
Adoption of Mobile Apps: The Role of Experience
No full textThe form of initial experience with mobile application determines consumers’ likelihood to adopt it. This paper examines the effects of two forms of experience (direct versus indirect) toward the formation of consumers behavioral intentions (versus behavioral expectations) to adopt mobile applications. A direct experience induces concrete mental process that underlies the formation of behavioral expectations, whereas an indirect experience induces abstract mental process that underlies the formation of behavioral intentions. Results from Experiment 1 show significant increase in behavioral expectations’ predictive ability when subjects engaged in a direct experience than an indirect experience. Meanwhile, the effects of a direct experience were subtle toward behavioral intentions’ predictive ability. In Experiment 2, the intensity of direct experience revealed additional caveats on the predictive ability of behavioral intentions and behavioral expectations. It is found that higher intensity of a direct experience has a stronger effect toward behavioral expectations than behavioral intentions. Findings of these experiments could be used as a ground to design an intervention strategy for mobile applications pre-adoption experience.Keywords: behavioral intentions, behavioral expectations, direct experience, intensity of experience, mobile application
Micro and Small Entrepreneur Social Ads: The Influence of Risk Perception as Measured by Self-Monitoring and Social Expectation on Poverty Reduction Social Ads in Indonesia
No full textRegardless of the growing usage of social ads in Indonesia, the effectiveness of these social ads has not really been assessed. One theme of the social ads that is related to the poverty problem in this country is the micro and small entrepreneur social ads, namely a number of related social ads issued by the government that persuades its audience to release themselves from poverty by becoming micro and small entrepreneurs that is supported by low cost loans from the government.As becoming a micro or small entrepreneur has both an individual and a social risk perception, a 2x2x2 experiment was conducted using self-monitoring to represent the individual risk perception, social expectation to represent the social risk perception and message framing; to see how these 3 factors affect the target audience attitude toward the message of becoming a micro and small entrepreneur. The result of the study shows that self-monitoring, the individual risk perception, has the strongest influence over the audience’s attitude, in which the higher the self-monitoring characteristic of the audience the more positive the attitude formed toward the message. Social expectation and message framing does not show any direct significant influence, however the interaction of the 2 factors show significant influence toward the attitude the message.Keywords: social ads, self monitoring, social expectation, message framing 
Analysis of Relationship between Pioneer Brand Status and Consumer’s Attitude toward a Brand (Case on Yamaha Automatic vs. Honda Automatic Transmission Motorcycle in Indonesia)
No full textPrevious research have indicated that brand pioneership provide some advantages such as high market share barriers to entry and consumers preference as well as higher consumer attitude. This paper intends to explore the relationship between perceived brand pioneership on consumers’ brand attitude. The study focuses on two competing brands from automatic transmission motorcycle category, namely Yamaha and Honda.Based on result from 90 respondents, this study confirms the perception that Yamaha (although not the true pioneer) is perceived by the majority of respondents as the pioneering brand in the automatic transmission motorcycle. This study also found that those respondents who perceived that Yamaha is the pioneer brand tend to ascribe higher brand attitude toward Yamaha than toward Honda.Result from this study adds to the repository of studies concerning brand pioneership as well as adding to repository of knowledge about Indonesian consumer behavior.Keywords: brand pioneership, consumer attitude, automatic transmission motorcycl
Internal Customer Satisfaction and Service Quality Toward Trust and Word of Mouth
No full textThis study generally aims to analyze the influence of internal customer satisfaction and perceptions of service quality in creating trust and word of mouth in higher education service industry. In the process, this study aims to achieve a special purpose, which is to build constructs/ variables to measure internal customer satisfaction, so in the future it can be applied to universally in other institutions of higher education. The results of this study indicate that the internal customer satisfaction can be measured with three constructs, namely: service product, service delivery, and service environment. All of those variables have significant relationship with trust, which is significantly related to word of mouth. On the other side, communication, productivity and responsiveness are found to be significant in measuring the perceptions of service quality.The results also proved that the perception of service quality is significantly related to trust and word of mouth. This study is expected to contribute measurement tools of internal customer satisfaction in higher ducation. This research is also expected to enrich discussion on how to measure the internal customer satisfaction and service quality toward trust and word of mouth in higher education. Thus the higher education can continue to strive to provide educational service in accordance with the expectations of the customers.Keywords: Internal customer satisfaction, perceptions of service quality, trust, word of mouth, higher education servic