The Influence of Service Quality and Price Perception on Cunsumer Trust and Revisit Intention at Beauty Care Clinic in Indonesia
DOI:
https://doi.org/10.14738/abr.86.8489Keywords:
Quality Service, Price Perception, Trust, Revisit Intention, Beauty Care Clinic in IndonesiaAbstract
A lot of research have been done. These involved variables of service quality, price perception, and trust on revisit intention. However, there are still not many research on these variables investigating consumer behaviors in beauty care clinics. For this reason, this research aims to determine the influence of service quality and price perception on consumer trust and revisit intention of the consumers at beauty care clinics in Indonesia. Survey data were collected from 276 customers of beauty care clinics in Indonesia. Data was analysed using descriptive statistics and partial least square (PLS) path modelling. The result found that service quality had a significant and positive influence on consumer trust, price perception had a significant and positive influence on consumer trust and consumer trust had a significant and positive influence on revisit intention. The novelty of the research was the quality of service and price perception had an important role in building consumer trust that would increase their intention to revisit the beauty care clinic.
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Lin, C.H. (2012). Effects Of Cuisine Experience, Psychological Well-Being, And Self-Health Perception On The Revisit Intention Of Hot Springs Tourists, Journal of Hospitality & Tourism Research, 38 (2), pp. 243-265. DOI: 10.1177/1096348012451460
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Mbise, E.R. and Ronald, S.J. (2013). The Application of SERVQUAL to Business Schools in an Emerging Market: The Case of Tanzania. Journal of Transnational Management, 18, pp. 101–124. DOI: 10.1080/15475778.2013.782238
Ryu, K. and Heesup, H. (2010). Influence Of The Quality Of Food, Service, And Physical Environment On Customer Satisfaction And Behavioral Intention In Quick-Casual Restaurants: Moderating Role Of Perceived Price. Journal of Hospitality & Tourism Research, 3 (34), pp. 310-329. DOI: 10.1177/1096348009350624
Sarstedt M., Ringle C.M. and Hair J.F. (2017). Partial Least Square Structural Equation Modeling. In : Homburg C., Klarmann M., Vomberg A. (eds) Handbook of Marketing Research. Springer, Cham
Seo, K., Moon, J. and Lee, S. (2015). Synergy of corporate social responsibility and service quality for airlines: The moderating role of carrier type. Journal of Air Transport Management, 47, pp. 126-134. DOI:https://doi.org/10.1016/j.jairtraman.2015.05.011
Som, A.P., Azizan, M., Maryam, Y. and Ala’a, N.A. (2012). Factors Influencing Visitors’ Revisit Behavioral Intentions: A Case Study of Sabah, Malaysia. International Journal of Marketing Studies, 4(4), pp. 39-50. DOI: 10.5539/ijms.v4n4p39
Song, H., Wenjia, R. and Yunmi, P. (2019). Effects of Service Quality, Corporate Image, and Customer Trust on the Corporate Reputation of Airlines. Sustainability, pp. 1-14. DOI: 10.3390/su11123302
Suhaily, L. and Darmoyo, S. (2017). Effect of product quality, perceived price and brand image on purchase decision mediated by customer trust (study on japanese brand electronic product). Jurnal Manajemen, 21(2), pp. 179-194.
DOI:http://dx.doi.org/10.24912/jm.v21i2.230
Thaichon, P. and Thu, N.Q. (2015). The Relationship Between Service Quality, Satisfaction, Trust, Value, Commitment And Loyalty Of Internet Service Providers’ Customers. Journal of Global Scholars of Marketing Science, 25(4), pp. 295-313. DOI:http://dx.doi.org/10.1080/21639159.2015.1073419
Yan, X., Jing, W. and Michael, C. (2013). Customer Revisit Intention To Restaurants: Evidence From Online Reviews. Springer Science and Business Media New York, pp 1-13. DOI: 10.1007/s10796-013-9446-5
Zarei, E., Abbas, D., Roghayeh, K. and Mohammad, A. (2015). The Effect of Hospital Service Quality on Patient's Trust. Iran Red Crescent Med J, 17 (1), pp. 1-5. DOI: 10.5812/ircmj.17505
Abubakar, A.M., Mustafa, I., Raad, M.A. and Kayode, K.E. (2017). eWOM, Revisit Intention, Destination Trust and Gender. Journal of Hospitality and Tourism Management , 31, pp. 220-227. DOI: 10.1016/j.jhtm.2016.12.005
Akroush, M., Jraisat, L., Kurdieh, D., AL-Faouri, R. and Qatu, L. (2016). "Tourism service quality and destination loyalty – the mediating role of destination image from international tourists’ perspectives", Tourism Review, 71(1), pp. 18-44. DOI : https://doi.org/10.1108/TR-11-2014-0057
Al‐Borie, H.M. and Sheikh Damanhouri, A.M. (2013), "Patients' satisfaction of service quality in Saudi hospitals: a SERVQUAL analysis", International Journal of Health Care Quality Assurance, 26(1), pp. 20-30. DOI:http://doi.org/10.1108/09526861311288613
Akter S, John, D., Pradeep, R. and Umme, H. (2013). Modelling the impact of mHealth service quality on satisfaction, continuance and quality of life, Behaviour & Information Technology, 32(12), pp. 1225-1241. DOI: 10.1080/0144929X.2012.745606
Cheng, J.C., Chien, Y.C., Chang, H.Y. and Hsiu., Y.T. (2017). Building Customer Satisfaction With Tour Leaders: The Roles Of Customer Trust, Justice Perception, And Cooperation In Group Package Tours. Asia Pacific Journal Of Tourism Research, 22(4), pp. 395-407. DOI:http://dx.doi.org/10.1080/10941665.2016.1271816
Cuong, D.T. (2019). The Relationship between Service Quality, Satisfaction, Trust and Customer Loyalty A Study of Convenience Stores in Vietnam . Journal of Advanced Research in Dynamical and Control Systems , 1 (11), pp. 327-333.
Dortyol, T.I., Varinli, I. and Kitapci, O. (2014), "How do international tourists perceive hotel quality? An exploratory study of service quality in Antalya tourism region", International Journal of Contemporary Hospitality Management, 26(3), pp. 470-495. DOI : https://doi.org/10.1108/IJCHM-11-2012-0211
Fajriana, M. (2018). Melihat Perkembangan Industri Klinik Kecantikan di Indonesia. https://www.liputan6.com/fashion-beauty/read/3649758/ melihat-perkembangan industri-klinik-kecantikan-di-indonesia
Fatima, T., Malik, S.A. and Shabbir, A. (2018). Hospital Healthcare Service Quality, Patient Satisfaction and Patient Loyalty: An Investigation in context of Private Healthcare Systems of Pakistan. International Journal of Quality & Reliability Management, 35 (6), pp. 1195-1214. DOI : https://doi.org/10.1108/IJQRM-02-2017-0031
Ghozali, I. dan Fuad. (2008). Structural Equation Modeling. Semarang: Universitas Diponegoro.
Ghozali, I. (2011). Structural Equation Modeling Metode Alternatif Dengan Partial Least Square (PLS) ., Edisi 3, Badan Penerbit : Universitas Diponegoro
Han, H. and Sunghyup, S. H. (2015). Customer Retention in the Medical Tourism Industry : Impact of Quality, Satisfaction, Trust and Price Reasonable. Tourism Management, 46, pp. 20-29. DOI: 10.1016/j.tourman.2014.06.003
Isa, S.M, Grace, S.S. and Phaik, N. (2019). Patients’ intent to revisit with trust as the mediating role: lessons from Penang Malaysia. International Journal of Pharmaceutical and Healthcare Marketing, 2 (13), pp. 140-159. DOI 10.1108/IJPHM-10-2017-0056
Jani, D. and Heesup, H . (2011). Investigating the key factors affecting behavioral intentions Evidence from a full-service restaurant setting. International Journal of Contemporary Hospitality Management, 7 (23), pp. 1000-1018. DOI: 10.1108/09596111111167579
Jeaheng, Y., Amr A. and Heesup, H. (2020). Impacts of Halal-friendly services, facilities, and food and Beverages on Muslim travelers’ perceptions of service quality attributes, perceived price, satisfaction, trust, and loyalty. Journal Of Hospitality Marketing & Management, pp. 1-25. DOI: 10.1080/19368623.2020.1715317
Kaura, V., Chalasani, S. Durga, P. and Sourabh, S. (2013). Customer Perception Of Service Quality And Perceived Price And Fairness: A Comparison Between Public And New Private Sector Banks, Journal of Strategic Marketing, 21(6), pp. 513-528.
DOI: 10.1080/0965254X.2013.804859
Kim, H.W., Yunjie, X. and Sumeet, G. (2012). Which is more important in Internet shopping, perceived price or trust? Electronic Commerce Research and Applications, 11 , pp. 241-252. DOI:https://doi.org/10.1016/j.elerap.2011.06.003
Kotler, P. and Keller, K. L. (2016). Marketing Management, 15 e, United States : Pearson Education
Li, F., Jun ,W. and Tianyu, Y. (2017). The Influence Of Crisis On Tourists’ Perceived Destination Image And Revisit Intention: An Exploratory Study Of Chinese Tourists To North Korea. Journal of Destination Marketing & Management, 9, pp. 104-111.
DOI:https://doi.org/10.1016/j.jdmm.2017.11.006
Lien, C.H., Miin, J.W., Li C.H. and Kuo, L.W. (2015). Online Hotel Booking : The Effects of Brand Image, Price, Trust, and Value on Purchase Intentions. Asia Pacific Management Review , pp. 1-9. DOI: 10.1016/j.apmrv.2015.03.005
Lin, C.H. (2012). Effects Of Cuisine Experience, Psychological Well-Being, And Self-Health Perception On The Revisit Intention Of Hot Springs Tourists, Journal of Hospitality & Tourism Research, 38 (2), pp. 243-265. DOI: 10.1177/1096348012451460
Liu, C.H. and Tingko, L. (2016). Service Quality And Price Perception Of Service : Influence On Word Of Mouth And Revisit Intention. Journal of Air Transport Management, 52, pp. 42-54. DOI:https://doi.org/10.1016/j.jairtraman.2015.12.007
Mbise, E.R. and Ronald, S.J. (2013). The Application of SERVQUAL to Business Schools in an Emerging Market: The Case of Tanzania. Journal of Transnational Management, 18, pp. 101–124. DOI: 10.1080/15475778.2013.782238
Ryu, K. and Heesup, H. (2010). Influence Of The Quality Of Food, Service, And Physical Environment On Customer Satisfaction And Behavioral Intention In Quick-Casual Restaurants: Moderating Role Of Perceived Price. Journal of Hospitality & Tourism Research, 3 (34), pp. 310-329. DOI: 10.1177/1096348009350624
Sarstedt M., Ringle C.M. and Hair J.F. (2017). Partial Least Square Structural Equation Modeling. In : Homburg C., Klarmann M., Vomberg A. (eds) Handbook of Marketing Research. Springer, Cham
Seo, K., Moon, J. and Lee, S. (2015). Synergy of corporate social responsibility and service quality for airlines: The moderating role of carrier type. Journal of Air Transport Management, 47, pp. 126-134. DOI:https://doi.org/10.1016/j.jairtraman.2015.05.011
Som, A.P., Azizan, M., Maryam, Y. and Ala’a, N.A. (2012). Factors Influencing Visitors’ Revisit Behavioral Intentions: A Case Study of Sabah, Malaysia. International Journal of Marketing Studies, 4(4), pp. 39-50. DOI: 10.5539/ijms.v4n4p39
Song, H., Wenjia, R. and Yunmi, P. (2019). Effects of Service Quality, Corporate Image, and Customer Trust on the Corporate Reputation of Airlines. Sustainability, pp. 1-14. DOI: 10.3390/su11123302
Suhaily, L. and Darmoyo, S. (2017). Effect of product quality, perceived price and brand image on purchase decision mediated by customer trust (study on japanese brand electronic product). Jurnal Manajemen, 21(2), pp. 179-194.
DOI:http://dx.doi.org/10.24912/jm.v21i2.230
Thaichon, P. and Thu, N.Q. (2015). The Relationship Between Service Quality, Satisfaction, Trust, Value, Commitment And Loyalty Of Internet Service Providers’ Customers. Journal of Global Scholars of Marketing Science, 25(4), pp. 295-313. DOI:http://dx.doi.org/10.1080/21639159.2015.1073419
Yan, X., Jing, W. and Michael, C. (2013). Customer Revisit Intention To Restaurants: Evidence From Online Reviews. Springer Science and Business Media New York, pp 1-13. DOI: 10.1007/s10796-013-9446-5
Zarei, E., Abbas, D., Roghayeh, K. and Mohammad, A. (2015). The Effect of Hospital Service Quality on Patient's Trust. Iran Red Crescent Med J, 17 (1), pp. 1-5. DOI: 10.5812/ircmj.17505
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2020-07-08
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Kurnianingrum, A. F., & Hidayat, A. (2020). The Influence of Service Quality and Price Perception on Cunsumer Trust and Revisit Intention at Beauty Care Clinic in Indonesia. Archives of Business Research, 8(6), 268–281. https://doi.org/10.14738/abr.86.8489
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