SHOPPING EXPERIENCE AND SUBJECTIVE WELL-BEING: AN EMPIRICAL STUDY
https://doi.org/10.22146/jieb.29224 Ananda Sabil Hussein(1*)
(1) Faculty of Economics and Business, Universitas Brawijaya
(*) Corresponding Author
Abstract
While a traditional marketer aims to enhance customer loyalty, a social marketer focuses on the creation of individual well-being. To date, some social marketing programs have been launched to enhance individual well-being. However, only a few studies have been oriented to investigate subjective well-being, in the domain of traditional marketing. Previous studies have indicated that service quality is an important determinant of subjective well-being for a service organization’s customers. However, this notion is not enough as service quality only captures performance of service in the level of attribute. For that reason, this introduces the notion of experience quality as the determinant of subjective well-being. To have a better knowledge about the relationship between these constructs, this study also inserted the notion of customer satisfaction and perceived shopping enjoyment as mediating variables. Two hundred respondents participated in this study. These respondents were recruited at department stores in Malang, a city in the Province of East Java. A self-administered survey was conducted to collect the data. A Covariance Based Structural Equation Model (CBSEM) was employed to analyze the data. The results of a Confirmatory Factor Analysis (CFA) confirmed the model proposed. The structural model showed that the experience of shopping has significant effects on customer satisfaction, perceived shopping enjoyment, and subjective well-being. However, this study failed to prove the mediating effects of customer satisfaction and perceived shopping enjoyment in the relationship between the shopping experience and subjective well-being. Upon the completion of this study, both theoretical and practical contributions were provided.
Keywords
Full Text:
PDFReferences
Baron, R. M., & Kenny, D. A. (1986). The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of personality and social psychology, 51(6), 1173.
Bauer, H. H., Hammerschmidt, M., & Falk, T. (2005). Measuring the quality of e-banking portals. International journal of bank marketing, 23(2), 153-175.
Bergstad, C. J., Gamble, A., Gärling, T., Hagman, O., Polk, M., Ettema, D., . . . Olsson, L. E. (2011). Subjective well-being related to satisfaction with daily travel. Transportation, 38(1), 1-15.
Chang, H.-J., Eckman, M., & Yan, R.-N. (2011). Application of the Stimulus-Organism-Response model to the retail environment: the role of hedonic motivation in impulse buying behavior. The International Review of Retail, Distribution and Consumer Research, 21(3), 233-249. doi:10.1080/09593969.2011.578798
Chen, C.-F., & Chen, F.-S. (2010). Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists. Tourism management, 31(1), 29-35.
Fullerton, G. (2005). The service quality–loyalty relationship in retail services: does commitment matter? Journal of Retailing and Consumer Services, 12(2), 99-111.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis: A global perspective. Upper Saddle River: Pearson.
Hair, J. F., Gabriel, M., & Patel, V. (2014). AMOS covariance-based structural equation modeling (CB-SEM): guidelines on its application as a marketing research tool. Revista Brasileira de Marketing, 13(2).
Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study. International journal of service industry management, 7(4), 27-42.
Hofstede Insight. (2018). Country Comparison. Retrieved 01/05/2018, 2018,from https://www.hofstede-insights.com/country-comparison/indonesia/
Hussein, A. S., Manna, V., & Cohen, D. (2014). The Impact of Message Framing and Source Credibility on Breastfeeding Intention: A Social Marketing Approach. Gadjah Mada International Journal of Business, 16(2), 93-109.
Hwang, Y., & Kim, D. J. (2007). Customer self-service systems: The effects of perceived Web quality with service contents on enjoyment, anxiety, and e-trust. Decision support systems, 43(3), 746-760.
Kim, J., Ahn, K., & Chung, N. (2013). Examining the factors affecting perceived enjoyment and usage intention of ubiquitous tour information services: A service quality perspective. Asia Pacific Journal of Tourism Research, 18(6), 598-617.
Kline, R. B. (2005). Principles and practice of structural equation modeling: Guilford publications.
Kotler, P., & Keller, K. L. (2012). Marketing Management. New Jersey: Pearson Education Inc.
Lemke, F., Clark, M., & Wilson, H. (2011). Customer experience quality: an exploration in business and consumer contexts using repertory grid technique. Journal of the Academy of Marketing Science, 39(6), 846-869.
Lowry, R., Hardy, S., Jordan, C., & Wayman, G. (2004). Using social marketing to increase recruitment of pregnant smokers to smoking cessation service: a success story. Public health, 118(4), 239-243.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. the Journal of Marketing, 41-50.
Sirohi, N., McLaughlin, E. W., & Wittink, D. R. (1998). A model of consumer perceptions and store loyalty intentions for a supermarket retailer. Journal of retailing, 74(2), 223-245.
Sivadas, E., & Baker-Prewitt, J. L. (2000). An examination of the relationship between service quality, customer satisfaction, and store loyalty. International Journal of Retail & Distribution Management, 28(2), 73-82.
Smith, M., & Puczkó, L. (2008). Health and wellness tourism: Routledge.
Su, L., Huang, S., & Chen, X. (2015). Effects of service fairness and service quality on tourists’ behavioral intentions and subjective well-being. Journal of Travel & Tourism Marketing, 32(3), 290-307.
Su, L., Swanson, S. R., & Chen, X. (2016). The effects of perceived service quality on repurchase intentions and subjective well-being of Chinese tourists: The mediating role of relationship quality. Tourism Management, 52, 82-95.
Van der Heijden, H. (2004). User acceptance of hedonic information systems. MIS quarterly, 695-704.
Vieira, V. A. (2013). Stimuli–organism-response framework: A meta-analytic review in the store environment. Journal of Business Research, 66(9), 1420-1426.
Wallin Andreassen, T., & Lindestad, B. (1998). Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise. International Journal of service Industry management, 9(1), 7-23.
Wang, H.-Y. (2012). Value as a medical tourism driver. Managing Service Quality: An International Journal, 22(5), 465-491.
Wang, Y. J., Doss, S. K., Guo, C., & Li, W. (2010). An investigation of Chinese consumers' outshopping motives from a culture perspective: Implications for retail and distribution. International Journal of Retail & Distribution Management, 38(6), 423-442.
Wilson, A., Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2012). Services marketing: Integrating customer focus across the firm: McGraw Hill.
Wu, H.-C., & Ai, C.-H. (2016). Synthesizing the effects of experiential quality, excitement, equity, experiential satisfaction on experiential loyalty for the golf industry: The case of Hainan Island. Journal of Hospitality and Tourism Management, 29, 41-59.
Wu, H.-C., & Cheng, C.-C. (2013). A hierarchical model of service quality in the airline industry. Journal of Hospitality and Tourism Management, 20, 13-22.
Wu, H.-C., & Ko, Y. J. (2013). Assessment of service quality in the hotel industry. Journal of Quality Assurance in Hospitality & Tourism, 14(3), 218-244.
Wu, H.-C., Li, T., & Li, M.-Y. (2016). A study of behavioral intentions, patient satisfaction, perceived value, patient trust and experiential quality for medical tourists. Journal of Quality Assurance in Hospitality & Tourism, 17(2), 114-150.
DOI: https://doi.org/10.22146/jieb.29224
Article Metrics
Abstract views : 3012
| 
views : 3781
Refbacks
- There are currently no refbacks.
Copyright (c) 2018 Journal of Indonesian Economy and Business
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
| Journal of Indonesian Economy and Business |
| The Journal of Indonesian Economy and Business (print ISSN 2085-8272; online ISSN 2338-5847) is published by the Faculty of Economics and Business Universitas Gadjah Mada, Indonesia. The content of this website is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License |
| © 2019 Journal of Indonesian Economy and Business | Visitor Statistics |