THE ROLE OF TRUST AS MEDIATION ON SALESPERSON’S EXPERTISE TO REPURCHASE INTENTION
Article Sidebar
Published:
Apr 10, 2023
Keywords:
salesperson’s expertise, trust, repurchase intention
Main Article Content
Abstract
This study focuses on the role of salesperson in increasing repurchase intention. The purpose of this study is to analyze the direct effect of salesperson’s expertise on repurchase intention and its indirect influence through trust. The sample of this study is 140 customers of bank who have received special services from the salesperson and have some minimum deposit selected using probability sampling. The result of this study indicates that salesperson’s expertise has a significant effect on trust and repurchase intention. Trust acts as a partial mediator in the influence of salesperson’s expertise on repurchase intention, bit it acts as a complete mediator in the influence of salesperson’s likeability on repurchase intention.
Article Details
How to Cite
Oktavia, R. T. (2023). THE ROLE OF TRUST AS MEDIATION ON SALESPERSON’S EXPERTISE TO REPURCHASE INTENTION. Inspirasi Ekonomi : Jurnal Ekonomi Manajemen, 5(1), 1–10. https://doi.org/10.32938/ie.v5i1.4215
Section
Articles
References
Ariffin, Shahira et al. (2016). Factors Influencing Perceived Quality and Repurchase Intention Towards Green Products. Fifth International Conference on Marketing And Retailing (5th Incomar) 2015, Procedia Economics and Finance 37, 391 – 396.
Echchak oui, Saïd. (2015). Drivers of sales force equity in the service industry, Journal of Retailing and Consumer Services 27, 140–153.
Han, Heesup dan Sunghyup Sean Hyun. (2015). Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness, Tourism Management 46 20 – 29
Jonathan, Michael. (2015). Analisis Peran Salesperson’s Expertise dan Corporate Image Dalam Mempengaruhi Customer Trust da dan Dampaknya Terhadap Purchase Intention Pada Perusahaan Asuransi PT. Tokio Mareni Life Insurance Indonesia Cabang BSD. Tesis. Universitas Bina Nusantara. Jakarta
Kasmir. (2019). Bank dan Lembaga Keuangan Lainnya rev-14. PT Raja Grafindo Persada. Jakarta
Kotler, P dan Amstrong. (2018). Prinsip-prinsip Marketing Edisi Ke Tujuh. Penerbit Salemba Empat. Jakarta.
Mangkunegara, A. A. (2017). Manajemen Sumber Daya Manusia Perusahaan. Remaja Rosdakarya.
Olivia, H., Athar, G. A., Nasution, T. A., & Hidayat, S. (2021). Kinerja Keuangan Perbankan Syariah: Tinjauan Dari Intellectual Capital Pada BNI Syariah. Ekonomi, Keuangan, Investasi Dan Syariah. EKUITAS, 3(2), 97–103.
Sentiana, S. S. (2018). Pengaruh Harga dan Promosi Terhadap Kepuasan Pelanggan Serta Dampaknya Terhadap Loyalitas Pelanggan. Widya Cipta, 2(2), 247–254.
Sopiah, Etta Mamang Sangadji. (2016). Salesmanship (Kepenjualan). Jakarta: Bumi Aksara
Sugiyono. (2017). Metode Penelitian Kuantitatif Kualitatif dan R&D. Bandung: Alfa Beta.
Susanto, Rudi. (2018). Personal Selling Sebagai ”Ujung Tombak” Penjualan Produk Asuransi. Jurnal Pengembangan Wiraswasta, Vol. 20 No. 01 – April 2018. http://ejurnal.stieipwija.ac.id/index.php/jpw
Tuan, Luu Trong. (2022). Leader Crisis Communication and Salesperson Resilience in Face of The COVID-19: The Roles of Positive Stress Mindset, Core Beliefs Challenge, and Family Strain, Industrial Marketing Management 102 (2022) 488 – 502
Yu, Tsu-Wei dan Lu-Ming Tseng. (2016). The role of salespeople in developing life insurance customer loyalty, International Journal of Retail & Distribution Management Vol. 44 No. 1, 2016 pp. 22 – 37.
Yu, Tsu-Wei dan Feng-Cheng Tung. (2014). Antecedents and consequences of insurer-salesperson relationships, Marketing Intelligence & Planning, Vol. 32 Iss 4 pp. 436 – 454.
Echchak oui, Saïd. (2015). Drivers of sales force equity in the service industry, Journal of Retailing and Consumer Services 27, 140–153.
Han, Heesup dan Sunghyup Sean Hyun. (2015). Customer retention in the medical tourism industry: Impact of quality, satisfaction, trust, and price reasonableness, Tourism Management 46 20 – 29
Jonathan, Michael. (2015). Analisis Peran Salesperson’s Expertise dan Corporate Image Dalam Mempengaruhi Customer Trust da dan Dampaknya Terhadap Purchase Intention Pada Perusahaan Asuransi PT. Tokio Mareni Life Insurance Indonesia Cabang BSD. Tesis. Universitas Bina Nusantara. Jakarta
Kasmir. (2019). Bank dan Lembaga Keuangan Lainnya rev-14. PT Raja Grafindo Persada. Jakarta
Kotler, P dan Amstrong. (2018). Prinsip-prinsip Marketing Edisi Ke Tujuh. Penerbit Salemba Empat. Jakarta.
Mangkunegara, A. A. (2017). Manajemen Sumber Daya Manusia Perusahaan. Remaja Rosdakarya.
Olivia, H., Athar, G. A., Nasution, T. A., & Hidayat, S. (2021). Kinerja Keuangan Perbankan Syariah: Tinjauan Dari Intellectual Capital Pada BNI Syariah. Ekonomi, Keuangan, Investasi Dan Syariah. EKUITAS, 3(2), 97–103.
Sentiana, S. S. (2018). Pengaruh Harga dan Promosi Terhadap Kepuasan Pelanggan Serta Dampaknya Terhadap Loyalitas Pelanggan. Widya Cipta, 2(2), 247–254.
Sopiah, Etta Mamang Sangadji. (2016). Salesmanship (Kepenjualan). Jakarta: Bumi Aksara
Sugiyono. (2017). Metode Penelitian Kuantitatif Kualitatif dan R&D. Bandung: Alfa Beta.
Susanto, Rudi. (2018). Personal Selling Sebagai ”Ujung Tombak” Penjualan Produk Asuransi. Jurnal Pengembangan Wiraswasta, Vol. 20 No. 01 – April 2018. http://ejurnal.stieipwija.ac.id/index.php/jpw
Tuan, Luu Trong. (2022). Leader Crisis Communication and Salesperson Resilience in Face of The COVID-19: The Roles of Positive Stress Mindset, Core Beliefs Challenge, and Family Strain, Industrial Marketing Management 102 (2022) 488 – 502
Yu, Tsu-Wei dan Lu-Ming Tseng. (2016). The role of salespeople in developing life insurance customer loyalty, International Journal of Retail & Distribution Management Vol. 44 No. 1, 2016 pp. 22 – 37.
Yu, Tsu-Wei dan Feng-Cheng Tung. (2014). Antecedents and consequences of insurer-salesperson relationships, Marketing Intelligence & Planning, Vol. 32 Iss 4 pp. 436 – 454.