PENGARUH INNOVATIONS DAN SOCIAL INFLUENCE TERHADAP COMMITMENT DAN BEHAVIOURAL INTENTION
Abstract
Penggunaan aplikasi mobile khususnya pada layanan pesan-antar makanan telah menjadi hal yang tidak terpisahkan dalam industri makanan untuk menarik lebih banyak pelanggan dan membangun komitmen dengan mereka. Oleh karena itu, penelitian ini bertujuan untuk mengidentifikasi dampak persepsi pelanggan terhadap variabel inovasi konsep layanan, inovasi proses layanan, inovasi pengalaman pelanggan, dan dampak sosial terhadap engagement dan behavioral intention. Desain penelitian yang digunakan ialah menyebarkan kuesioner kepada 207 responden dengan metode purposive random sampling. Variabel penelitian dianalisa menggunakan Structural Equation Modeling (SEM) dengan software SmartPLS. Hasil penelitian ini menemukan bahwa ada hubungan positif antara Service concept innovation Service process innovation, Customer experience innovation, dan social influence berpengaruh positif terhadap variable commitment. Begitupun Service concept innovation, Customer experience innovation, dan social influence terhadap Behavioural Intention.sedangkan Customer experience innovation ditemukan pengaruh negative terhadap behavioral intention.
References
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Leila, basir et al. (2016). یاه لته : هعلاطم دروم ( یسح یبایرازاب هطساو هب نایرتشم یراتفر تاین رب تامدخ رد یروآون ریثات ) دهشم رهش هراتس جنپ 3. 12.
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Mangifera, L., & Isa, M. (2017). Komitmen dan Kinerja Driver Ojek Online di Kota Surakarta. Prosiding, ISBN 978-6, 507–515.
Mardikyan, S., Beşiroğlu, B., & Uzmaya, G. (2012). Behavioral Intention towards the Use of 3G Technology. Communications of the IBIMA, 2012, 1–10. https://doi.org/10.5171/2012.622123
Masso, J., & Vahter, P. (2012). The link between innovation and productivity in Estonia’s services sector. The Service Industries Journal, 32(16), 2527–2541. https://econpapers.repec.org/RePEc:taf:servic:v:32:y:2012:i:16:p:2527-2541
Masturoh, L. M. (2020). The effect between Customer Satisfaction, Switching Cost , and Customer Esprerience of Trust to Customer Loyalty, Customer Commitment as a Mediation (Case Study : Customers on Online Shop Tokopedia, Malang City). South East Asia Journal of Contemporary Business, Economics and Law, 21(5), 151–162.
Partridge, S. R., Gibson, A. A., Roy, R., Malloy, J. A., Raeside, R., Jia, S. S., Singleton, A. C., Mandoh, M., Todd, A. R., Wang, T., Halim, N. K., Hyun, K., & Redfern, J. (2020). Junk Food on Demand: A Cross-Sectional Analysis of the Nutritional Quality of Popular Online Food Delivery Outlets in Australia and New Zealand. Nutrients, 12(10). https://doi.org/10.3390/nu12103107
Rajaobelina, L. (2017). The Impact of Customer Experience on Relationship Quality with Travel Agencies in a Multichannel Environment. Journal of Travel Research, 57, 004728751668856. https://doi.org/10.1177/0047287516688565
Saad, A. T. (2021). Factors affecting online food delivery service in Bangladesh: an empirical study. British Food Journal, 123(2), 535–550. https://doi.org/10.1108/BFJ-05-2020-0449
Shiau, H.-C. (2014). The Impact of Product Innovation On Behavior Intention: The Measurement of the Mediating Effect of the Brand Image of Japanese Anime Dolls. Anthropologist, 17, 777–788. https://doi.org/10.1080/09720073.2014.11891492
Skålén, P., Gummerus, J., von koskull, C., & Magnusson, P. (2014). Exploring value propositions and service innovation: a service-dominant logic study. Journal of the Academy of Marketing Science. https://doi.org/10.1007/s11747-013-0365-2
Smith, J. R., Louis, W. R., & Schultz, P. W. (2011). Introduction: Social influence in action. Group Processes & Intergroup Relations, 14(5), 599–603. https://doi.org/10.1177/1368430211410214
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Tjokrosaputro, M., & Cokki, C. (2020). The Role of Social Influence Towards Purchase Intention With Value Perception as Mediator: A Study on Starbucks Coffee as an Environmentally Friendly Product. 145(Icebm 2019), 183–189. https://doi.org/10.2991/aebmr.k.200626.034
Venkatesh, V., Thong, J. Y. L., & Xu, X. (2012). Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology. MIS Quarterly, 36(1), 157–178. https://doi.org/10.2307/41410412
Wang, Q., & Wang, S. (2020). Preventing carbon emission retaliatory rebound post-COVID-19 requires expanding free trade and improving energy efficiency. The Science of the Total Environment, 746, 141158. https://doi.org/10.1016/j.scitotenv.2020.141158
Wendy, S. (2020). Universitas bung hatta padang. IV(3), 1–11.
WHO. (2022). Covid-19 highlight. 26 JUNE 2022. https://covid19.who.int/
Zulkarnaen, W., & Sofyan, Y. (2018). Pengaruh Kepuasan Kerja dan Komitmen Organisasi Terhadap Keinginan Berpindah Karyawan PT. Delami Garmen Kota Bandung. Widya Cipta, 2(2), 183–192.
Ahn, J. (2022). Exploring perceived innovation in building customers’ patronizing behavior in the food delivery service context. International Journal of Quality and Service Sciences, 14(2), 258–273. https://doi.org/10.1108/IJQSS-08-2021-0114
Andajani, E. (2015). Understanding Customer Experience Management in Retailing. Procedia - Social and Behavioral Sciences, 211(September), 629–633. https://doi.org/10.1016/j.sbspro.2015.11.082
Bhatti, H. S., Abareshi, A., & Pittayachawan, S. (2017). Towards the investigation of the effect of customer satisfaction and customer experience on behavioural intention in mobile telecommunication services in Australia. 2017 International Conference on Research and Innovation in Information Systems (ICRIIS), 1–6.
Breunig, K. J., Aas, T. H., & Hydle, K. M. (2014). Incentives and performance measures for open innovation practices. Measuring Business Excellence, 18(1), 45–54. https://doi.org/10.1108/MBE-10-2013-0049
Chang, J.-I., & Lee, C.-Y. (2020). The effect of service innovation on customer behavioral intention in the Taiwanese insurance sector: the role of word of mouth and corporate social responsibility. Journal of Asia Business Studies, ahead-of-p. https://doi.org/10.1108/JABS-06-2018-0168
Chew, E. K. (2016). iSIM: An integrated design method for commercializing service innovation. Information Systems Frontiers, 18(3), 457–478. https://doi.org/10.1007/s10796-015-9605-y
De Keyser, A., Lemon, K. N., Klaus, P., & Keiningham, T. L. (2015). A Framework for Understanding and Managing the CX. Working Paper Series, 15(121), 1–47.
Engen, M., & Magnusson, P. (2018). Casting for service innovation: The roles of frontline employees. Creativity and Innovation Management, 27. https://doi.org/10.1111/caim.12263
Giannopoulou, E., Gryszkiewicz, L., & Barlatier, P. J. (2014). Creativity for service innovation: A practice-based perspective. Managing Service Quality, 24(1), 23–44. https://doi.org/10.1108/MSQ-03-2013-0044
Hasfar, M., Militina, T., & Achmad, G. N. (2020). Effect of Customer Value and Customer Experience on Customer Satisfaction and Loyalty Pt Meratus Samarinda. International Journal of Economics, Business and Accounting Research (IJEBAR), 4(01), 84–94. https://doi.org/10.29040/ijebar.v4i01.909
Hendro Setyo Wahyudi, M. P. S. (2014). Artikel Teknologi dan Kehidupan Masyarakat Hendro Setyo Wahyudi, Mita Puspita Sukmasari 1. Jurnal Analisa Sosiologi, 3 (1), 12. https://media.neliti.com/media/publications/227634-teknologi-dan-kehidupan-masyarakat-7686df94.pdf
Jaya, R. S., Udayana, I. N., & Cahyani, P. D. (2021). Pengaruh Social Influence Dan Personal Innovativeness Terhadap Perceived Usefulness Melalui Behavioral Intention Pengguna Traveloka (Studi Kasus: Pada Mahasiswa Ust Yogyakarta). Buletin Ekonomi: Manajemen, Ekonomi Pembangunan, Akuntansi, 18(1), 35. https://doi.org/10.31315/be.v18i1.5622
Jayani, D. H. (2021). Potensi Bisnis Pesan-Antar Makanan Daring Makin Besar - Analisis Data Katadata. Dwi Hadya Jayani. https://katadata.co.id/muhammadridhoi/analisisdata/60093900cb02f/potensi-bisnis-pesan-antar-makanan-daring-makin-besar%0A
Jun, K., Yoon, B., Lee, S., & Lee, D. S. (2022). Factors influencing customer decisions to use online food delivery service during the covid-19 pandemic. Foods, 11(1), 1–15. https://doi.org/10.3390/foods11010064
Kaur, P., Dhir, A., Talwar, S., & Ghuman, K. (2020). The value proposition of food delivery apps from the perspective of theory of consumption value. International Journal of Contemporary Hospitality Management, 33(4), 1129–1159. https://doi.org/10.1108/IJCHM-05-2020-0477
Keiningham, T., Ball, J., Benoit (née Moeller), S., Bruce, H., Buoye, A., Dzenkovska, J., Nasr, Ou, & Zaki, M. (2017). The Interplay of Customer Experience and Commitment. Journal of Services Marketing, 31. https://doi.org/10.1108/JSM-09-2016-0337
Kotler, P., & Armstrong, G. (2012). Prinsip-Prinsip PEMASARAN Principle of Marketing. 1–63.
Law, R., Chan, I. C. C., & Wang, L. (2018). A comprehensive review of mobile technology use in hospitality and tourism. Journal of Hospitality Marketing & Management, 27(6), 626–648. https://doi.org/10.1080/19368623.2018.1423251
Leila, basir et al. (2016). یاه لته : هعلاطم دروم ( یسح یبایرازاب هطساو هب نایرتشم یراتفر تاین رب تامدخ رد یروآون ریثات ) دهشم رهش هراتس جنپ 3. 12.
Magetsari, O. N. N., & Pratomo, L. A. (2019). Faktor-Faktor Yang Memengaruhi Purchase Intention Pada Luxury Restaurant. J-MKLI (Jurnal Manajemen Dan Kearifan Lokal Indonesia); Vol 3 No 1 (2019). https://doi.org/10.26805/jmkli.v3i1.40
Mangifera, L., & Isa, M. (2017). Komitmen dan Kinerja Driver Ojek Online di Kota Surakarta. Prosiding, ISBN 978-6, 507–515.
Mardikyan, S., Beşiroğlu, B., & Uzmaya, G. (2012). Behavioral Intention towards the Use of 3G Technology. Communications of the IBIMA, 2012, 1–10. https://doi.org/10.5171/2012.622123
Masso, J., & Vahter, P. (2012). The link between innovation and productivity in Estonia’s services sector. The Service Industries Journal, 32(16), 2527–2541. https://econpapers.repec.org/RePEc:taf:servic:v:32:y:2012:i:16:p:2527-2541
Masturoh, L. M. (2020). The effect between Customer Satisfaction, Switching Cost , and Customer Esprerience of Trust to Customer Loyalty, Customer Commitment as a Mediation (Case Study : Customers on Online Shop Tokopedia, Malang City). South East Asia Journal of Contemporary Business, Economics and Law, 21(5), 151–162.
Partridge, S. R., Gibson, A. A., Roy, R., Malloy, J. A., Raeside, R., Jia, S. S., Singleton, A. C., Mandoh, M., Todd, A. R., Wang, T., Halim, N. K., Hyun, K., & Redfern, J. (2020). Junk Food on Demand: A Cross-Sectional Analysis of the Nutritional Quality of Popular Online Food Delivery Outlets in Australia and New Zealand. Nutrients, 12(10). https://doi.org/10.3390/nu12103107
Rajaobelina, L. (2017). The Impact of Customer Experience on Relationship Quality with Travel Agencies in a Multichannel Environment. Journal of Travel Research, 57, 004728751668856. https://doi.org/10.1177/0047287516688565
Saad, A. T. (2021). Factors affecting online food delivery service in Bangladesh: an empirical study. British Food Journal, 123(2), 535–550. https://doi.org/10.1108/BFJ-05-2020-0449
Shiau, H.-C. (2014). The Impact of Product Innovation On Behavior Intention: The Measurement of the Mediating Effect of the Brand Image of Japanese Anime Dolls. Anthropologist, 17, 777–788. https://doi.org/10.1080/09720073.2014.11891492
Skålén, P., Gummerus, J., von koskull, C., & Magnusson, P. (2014). Exploring value propositions and service innovation: a service-dominant logic study. Journal of the Academy of Marketing Science. https://doi.org/10.1007/s11747-013-0365-2
Smith, J. R., Louis, W. R., & Schultz, P. W. (2011). Introduction: Social influence in action. Group Processes & Intergroup Relations, 14(5), 599–603. https://doi.org/10.1177/1368430211410214
Studies, B. (2017). The relationships among resources’ commitment reverse logistics innovation reverse logistics performance and reverse logistics cost savings: Manufacturing vs service industry. Journal of Administrative and Business Studies, 3(3). https://doi.org/10.20474/jabs-3.3.2
Sukotjo, E. (2022). Effects of Leadership and Innovation on Commitment and Performance of Employees. 12(2), 179–186.
Tarigan, Z. J. H. (2018). The impact of organization commitment to process and product innovation in improving operational performance. International Journal of Business and Society, 19(2), 335–346.
Tasia Lawnetta, H. (2015). Effect of burnout and organizational commitment on the turnover intention of clinical laboratory employees in Florida. International Section A: Humanities and Social Sciences, 76(11-A(E)), No-Specified. http://ovidsp.ovid.com/ovidweb.cgi?T=JS&PAGE=reference&D=psyc13a&NEWS=N&AN=2016-17131-267
Theis, D. (2020). World Bank Group: 100 Countries Get Support in Response to COVID-19 (Coronavirus). Press Release, 2020/193/E(World Bank Group: 100 Countries Get Support in Response to COVID-19 (Coronavirus)). https://www.worldbank.org/en/news/press-release/2020/05/19/world-bank-group-100-countries-get-support-in-response-to-covid-19-coronavirus
Tjokrosaputro, M., & Cokki, C. (2020). The Role of Social Influence Towards Purchase Intention With Value Perception as Mediator: A Study on Starbucks Coffee as an Environmentally Friendly Product. 145(Icebm 2019), 183–189. https://doi.org/10.2991/aebmr.k.200626.034
Venkatesh, V., Thong, J. Y. L., & Xu, X. (2012). Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology. MIS Quarterly, 36(1), 157–178. https://doi.org/10.2307/41410412
Wang, Q., & Wang, S. (2020). Preventing carbon emission retaliatory rebound post-COVID-19 requires expanding free trade and improving energy efficiency. The Science of the Total Environment, 746, 141158. https://doi.org/10.1016/j.scitotenv.2020.141158
Wendy, S. (2020). Universitas bung hatta padang. IV(3), 1–11.
WHO. (2022). Covid-19 highlight. 26 JUNE 2022. https://covid19.who.int/
Zulkarnaen, W., & Sofyan, Y. (2018). Pengaruh Kepuasan Kerja dan Komitmen Organisasi Terhadap Keinginan Berpindah Karyawan PT. Delami Garmen Kota Bandung. Widya Cipta, 2(2), 183–192.
Published
2022-09-25
How to Cite
Agustin, R., & Kurniawati, K. (2022). PENGARUH INNOVATIONS DAN SOCIAL INFLUENCE TERHADAP COMMITMENT DAN BEHAVIOURAL INTENTION. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 6(3), 15-37. https://doi.org/10.31955/mea.v6i3.2238
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