Main Article Content
This study aims to investigate the effect of perceived quality on purchase intention mediated by the perceived value and social media WOM. The process involved testing the cause-and-effect relationships between the variables used in the structural equation model (SEM) empirically using primary data from an online survey of 410 Garuda Indonesia Airline passengers. The five-scale ordinal data retrieved from the 27 question items presented to the respondents were later processed using LISREL statistical software. The analysis produced several findings, first, the perceived value dimensions were directly affected by the perceived quality and also have a direct influence on social media WOM, second, social media WOM directly affected purchase intention, third, perceived value dimensions played a mediating role between perceived quality and purchase intention, and fourth, social media WOM had a mediating influencing on the effect of perceived quality on purchase intention. This simply means that perceived quality indirectly and significantly affected purchase intention through the mediation of perceived value dimensions and social media WOM.
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Ciptaan disebarluaskan di bawah lisensi Creative Commons Atribusi-NonKomersial 4.0 Internasional .
Abubakar, A. M., & Ilkan, M. (2016). Impact of online WOM on destination trust and intention to travel: A medical tourism perspective. Journal of Destination Marketing and Management, 5(3), 192–201. https://doi.org/10.1016/j.jdmm.2015.12.005
Alrwashdeh, M., Jahmani, A., Ibrahim, B., & Aljuhmani, H. Y. (2020). Data to model the effects of perceived telecommunication service quality and value on the degree of user satisfaction and e-WOM among telecommunications users in North Cyprus. Data in Brief, 28. https://doi.org/10.1016/j.dib.2019.104981
Amelia, R., Hidayatullah, S., & Management, M. (2020). The Effect of Instagram Engagement to Purchase Intention and Consumers’ Luxury Value Perception as the mediator in the Skylounge Restaurant. In International Journal of Innovative Science and Research Technology (Vol. 5, Issue 4). www.ijisrt.com958
Arif, M. E. (2019). The influence of electronic word of mouth (eWOM), brand image, and price on re-purchase intention of airline customers. Jurnal Aplikasi Manajemen, 17(2), 345–356. https://doi.org/10.21776/ub.jam.2019.017.02.18
Bataineh, A. Q. (2015). The impact of perceived e-WOM on purchase intention: The mediating role of corporate image. International Journal of Marketing Studies, 7(1), 126–137. https://doi.org/10.5539/ijms.v7n1p126
BPS. (2019). Garuda Indonesia Passengers Declining Over The Years. Https://Databoks.Katadata.Co.Id/Datapublish/2019/06/20/Berapa-Jumlah-Penumpang-Maskapai-Garuda.
Brochado, A., Rita, P., Oliveira, C., & Oliveira, F. (2019). Airline passengers’ perceptions of service quality: themes in online reviews. International Journal of Contemporary Hospitality Management, 31(2), 855–873. https://doi.org/10.1108/IJCHM-09-2017-0572
Ceyhan, A. (2018). The impact of perception related social media marketing applications on consumers’ brand loyalty and purchase intention. EMAJ Emerging Markets Journal, 7(2), 88-100. https://doi.org/10.5195/emaj.2018.134
Chang, Y., Yong, J., Ko, W., & Leite, L. (2016). The effect of perceived brand leadership on luxury service WOM. Journal of Services Marketing, 9(3), 1–72. https://doi.org/10.1108/08876045199500001
Chen, Y. S., Lin, C. L., & Chang, C. H. (2014). The influence of greenwash on green word-of-mouth (Green WOM): The mediation effects of green perceived quality and green satisfaction. Quality and Quantity, 48(5), 2411–2425. https://doi.org/10.1007/s11135-013-9898-1
Farzin, M., & Fattahi, M. (2018). eWOM through social networking sites and impact on purchase intention and brand image in Iran. Journal of Advances in Management Research, 15(2), 161–183. https://doi.org/10.1108/JAMR-05-2017-0062
Ferdinand, A. (2014). Metode penelitian manajemen (5th ed.). In Metode penelitian manajemen (5th ed.) (5th ed., p. 243). Universitas Padjajaran.
Firman, A., Ilyas, G. B., Reza, H. K., Lestari, S. D., & Putra, A. H. P. K. (2021). The mediating role of customer trust on the relationships of celebrity endorsement and e-WOM to Instagram Purchase intention. Jurnal Minds: Manajemen Ide Dan Inspirasi, 8(1), 107. https://doi.org/10.24252/minds.v8i1.20594
García-Fernández, J., Gálvez-Ruíz, P., Fernández-Gavira, J., Vélez-Colón, L., Pitts, B., & Bernal-García, A. (2018). The effects of service convenience and perceived quality on perceived value, satisfaction and loyalty in low-cost fitness centers. Sport Management Review, 21(3), 250–262. https://doi.org/10.1016/j.smr.2017.07.003
Gómez-Suárez, M., Martínez-Ruiz, M. P., & Martínez-Caraballo, N. (2017). Consumer-brand relationships under the marketing 3.0 paradigm: A literature review. In Frontiers in Psychology (Vol. 8, Issue FEB). Frontiers Research Foundation. https://doi.org/10.3389/fpsyg.2017.00252
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2014). Multivariate Data Analysis. (7th Edition). Pearson Education, Upper Saddle River.
Han, L., Wang, S., Zhao, D., & Li, J. (2017). The intention to adopt electric vehicles: Driven by functional and non-functional values. Transportation Research Part A: Policy and Practice, 103, 185–197. https://doi.org/10.1016/j.tra.2017.05.033
Howat, G., & Assaker, G. (2013). The hierarchical effects of perceived quality on perceived value, satisfaction, and loyalty: Empirical results from public, outdoor aquatic centres in Australia. Sport Management Review, 16(3), 268–284. https://doi.org/10.1016/j.smr.2012.10.001
Hung, K. peng, Chen, A. H., Peng, N., Hackley, C., Tiwsakul, R. A., & Chou, C. lun. (2011). Antecedents of luxury brand purchase intention. Journal of Product and Brand Management, 20(6), 457–467. https://doi.org/10.1108/10610421111166603
Ifie, K., Simintiras, A. C., Dwivedi, Y., & Mavridou, V. (2018). How service quality and outcome confidence drive pre-outcome word-of-mouth. Journal of Retailing and Consumer Services, 44, 214–221. https://doi.org/10.1016/j.jretconser.2018.07.002
Jiang, H., & Zhang, Y. (2016). An investigation of service quality, customer satisfaction and loyalty in China’s airline market. Journal of Air Transport Management, 57, 80–88. https://doi.org/10.1016/j.jairtraman.2016.07.008
Jiewanto, A., Laurens, C., & Nelloh, L. (2012). Influence of service quality, university image, and student satisfaction toward WOM intention: A case study on Universitas Pelita Harapan Surabaya. Procedia - Social and Behavioral Sciences, 40, 16–23. https://doi.org/10.1016/j.sbspro.2012.03.155
Joung, H. W., Choi, E. K., & Wang, E. (2016). Effects of perceived quality and perceived value of campus foodservice on customer satisfaction: Moderating role of gender. Journal of Quality Assurance in Hospitality and Tourism, 17(2), 101–113. https://doi.org/10.1080/1528008X.2015.1042620
Konuk, F. A. (2018). The role of store image, perceived quality, trust and perceived value in predicting consumers’ purchase intentions towards organic private label food. Journal of Retailing and Consumer Services, 43(March), 304–310. https://doi.org/10.1016/j.jretconser.2018.04.011
Koubova, V., & Buchko, A. A. (2017). Social eWOM: Does it Affect the brand attitude and purchase intention of brands? Management Research Review, 36(7), 700–719.
Kudeshia, C., & Kumar, A. (2017). Social eWOM: Does it affect the brand attitude and purchase intention of brands? Management Research Review, 40(3), 310–330. https://doi.org/10.1108/MRR-07-2015-0161
Liu, C. H. S., & Lee, T. (2016). Service quality and price perception of service: Influence on word-of-mouth and revisit intention. Journal of Air Transport Management, 52, 42–54. https://doi.org/10.1016/j.jairtraman.2015.12.007
Liu, H., Meng-Lewis, Y., Ibrahim, F., & Zhu, X. (2021). Superfoods, super healthy: Myth or reality? Examining consumers’ repurchase and WOM intention regarding superfoods: A theory of consumption values perspective. Journal of Business Research, 137, 69–88. https://doi.org/10.1016/j.jbusres.2021.08.018
Liu, X., & Hu, J. (2012). Adolescent evaluations of brand extensions: The influence of reference group. Psychology and Marketing, 29(2), 98–106. https://doi.org/10.1002/mar.20507
Manohar, S. (2018). Mediation effect of service quality between service innovation and customer word-of-mouth in Indian higher education system. In International Journal of Business Excellence and Corporate Reputation Review. Athenaeum (Vol. 16, Issue 2).
Munadie, N. A., & Widodo, T. (2019). Anteseden yang mempengaruhi mobile game loyalty dan dampaknya terhadap in-app purchase intention. BISMA (Bisnis dan Manajemen), 11(2), 131–154. https://doi.org/https://doi.org/10.26740/bisma.v11n2.p131-154.
Navitha Sulthana, A., & Vasantha, S. (2021). Mediating role of perceived quality between social media trust and purchase intention. Materials Today: Proceedings. https://doi.org/10.1016/j.matpr.2020.11.573
Nwankwo, S., Hamelin, N., & Khaled, M. (2014). Consumer values, motivation and purchase intention for luxury goods. Journal of Retailing and Consumer Services, 21(5), 735–744. https://doi.org/10.1016/j.jretconser.2014.05.003
Öztamur, D., & Karakadılar, İ. S. (2014). Exploring the role of social media for SMEs: As a new marketing strategy tool for the firm performance perspective. Procedia - Social and Behavioral Sciences, 150, 511–520. https://doi.org/10.1016/j.sbspro.2014.09.067
Park, J., Hyun, H., & Thavisay, T. (2020). A study of antecedents and outcomes of social media WOM towards luxury brand purchase intention. Journal of Retailing and Consumer Services, 58(July 2020), 102272. https://doi.org/10.1016/j.jretconser.2020.102272
Pentina, I., Guilloux, V., & Micu, A. C. (2018). Exploring social media engagement behaviors in the context of luxury brands. Journal of Advertising, 47(1), 55–69. https://doi.org/10.1080/00913367.2017.1405756
Pham, H., & Nguyen, T. (2019). The effect of website quality on repurchase intention with the mediation of perceived value: The case study of online travel agencies in Vietnam. Journal of Global Business Insights, 4(1), 78–91. https://doi.org/10.5038/2640-64126.96.36.1991
Saleem, A., Ghafar, A., Ibrahim, M., Yousuf, M., & Ahmed, N. (2015). Product perceived quality and purchase intention with consumer satisfaction. Global Journal of Management and Business Research: E Marketing, 15(1), 21–28.
Saputri, S. M., & Kurniawati. (2015). Pengaruh perceived quality dan perceived value. Seminar Nasional Cendekiawan, 755–761.
Shah, F. T., Syed, Z., Imam, A., & Raza, A. (2020). The impact of airline service quality on passengers’ behavioral intentions using passenger satisfaction as a mediator. Journal of Air Transport Management, 85. https://doi.org/10.1016/j.jairtraman.2020.101815
Shen, C., & Yahya, Y. (2021). The impact of service quality and price on passengers’ loyalty towards low-cost airlines: The Southeast Asia’s perspective. Journal of Air Transport Management, 91, 101966. https://doi.org/10.1016/j.jairtraman.2020.101966
Suki, N. M. (2014). Passenger satisfaction with airline service quality in Malaysia: A structural equation modeling approach. Research in Transportation Business and Management, 10, 26–32. https://doi.org/10.1016/j.rtbm.2014.04.001
van Tonder, E., Petzer, D. J., van Vuuren, N., & de Beer, L. T. (2018). Perceived value, relationship quality and positive WOM intention in banking. International Journal of Bank Marketing, 36(7), 1347–1366. https://doi.org/10.1108/IJBM-08-2017-0171
Wang, J. J., Wang, L. Y., & Wang, M. M. (2018). Understanding the effects of eWOM social ties on purchase intentions: A moderated mediation investigation. Electronic Commerce Research and Applications, 28, 54–62. https://doi.org/10.1016/j.elerap.2018.01.011
Wang, T. L., Tran, P. T. K., & Tran, V. T. (2017). Destination perceived quality, tourist satisfaction and word-of-mouth. Tourism Review, 72(4), 392–410. https://doi.org/10.1108/TR-06-2017-0103
Zhao, Y., Wang, L., Tang, H., & Zhang, Y. (2020). Electronic commerce research and applications electronic word-of-mouth and consumer purchase intentions in social e-commerce. Electronic Commerce Research and Applications, 41(April), 100980. https://doi.org/10.1016/j.elerap.2020.100980