Keyword

IPTV, Perceived Ease of Use, Perceived Usefulness, Trust, Satisfaction, Loyalty.

Abstract

          The technology of ICT is dynamically developing with sorts of innovative product, one of them is IPTV. Its existence provides triple play multimedia convergence such as telephone, internet and digital TV contents. The customer’s adoption on it becomes important toward the service provider for a number of interests, especially for the field of marketing. By means of TAM concept (Technology Acceptance Model) from Gefen et al. (2003) and by adding satisfaction and loyalty so the new model is able to be used to evaluate the response of cognitive, conative and affective of customer. Empirical study applied to the customer's of PT. Telekomunikasi Indonesia, Tbk. in order to test 6 hypotheses as recommended. The Simulation of conceptual model and empirical data research acquired by using of AMOS software indicates that all of the hypotheses proved positively significant.  Variable trust is a good antecedent of perceived usefulness, satisfaction and loyalty constructs. Besides that, there is a direct effect between trust with loyalty or indirect effect through the mediation on perceived usefulness and or satisfaction.


Full Text : PDF
References
  1. Ajzen, I. 1991. "The Theory of Planned Behavior". Organizational Behavior and Human Decision Processes, 50,179-211. https://doi.org/10.1016/0749-5978(91)90020-T
  2. Al-Jabri, I. M. 2015. "Antecedents of user satisfaction with ERP systems, mediation analyses". Kybernetes, 44 (1), 107-123. https://doi.org/10.1108/K-05-2014-0101
  3. Al-Jabri, I. M., and N. Roztocki. 2015. "Adoption of ERP systems: Does information transparency matter?". Telematics and Informatics, 32(2),300-310. https://doi.org/10.1016/j.tele.2014.09.005
  4. Amin, M., S. Rezaei, and M. Abolghasemi. 2014. "User satisfaction with mobile websites: the impact of perceived usefulness (PU), perceived ease of use (PEOU) and trust". Nankai Business Review International, 5(3), 258-274. https://doi.org/10.1108/NBRI-01-2014-0005
  5. Baier, D., and E. Stüber. 2010. "Acceptance of recommendations to buy in online retailing". Journal of Retailing and Consumer Services, 17(3),173-180. https://doi.org/10.1016/j.jretconser.2010.03.005
  6. Carter, M., R. Wright, J. B. Thatcher, and R. Klein. 2012. "Understanding online customers’ ties to merchants: the moderating influence of trust on the relationship between switching costs and e-loyalty". European Journal of Information Systems, 23(2), pp: 185-204. https://link.springer.com/article/10.1057/ejis.2012.55
  7. Chauhan, S. 2015. "Acceptance of mobile money by poor citizens of India, integrating trust into the technology acceptance model". Info, 17(3) https://doi.org/10.1108/info-02-2015-0018
  8. Choi, B., and S. La. 2013. "The impact of corporate social responsibility (CSR) and customer trust on the restoration of loyalty after service failure and recovery". Journal of Services Marketing, 27(3), 223 - 233. https://doi.org/10.1108/08876041311330717
  9. Cyr, D., M. Head, and A. Ivanov. 2009. "Perceived interactivity leading to e-loyalty: Development of a model for cognitive–affective user responses". International Journal of Human-Computer Studies, 67(10), 850-869. https://doi.org/10.1016/j.ijhcs.2009.07.004
  10. Dagger, T. S., and T. K. O'Brien. 2010. "Does experience matter? Differences in relationship benefits, satisfaction, trust, commitment and loyalty for novice and experienced service users". European Journal of Marketing, 44(9/10),1528-1552. https://doi.org/10.1108/03090561011062952
  11. Davis, F. D., R. P. Bagozzi, and P. R. Warshaw. 1989. "User Acceptance of Comuter Technology, a Comparison of Two Theoretical Models". Management Science, 35(8), https://doi.org/10.1287/mnsc.35.8.982
  12. Deng, Z., Y. Lu, K. K. Wei, and J. Zhang. 2010. "Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China". International Journal of Information Management, 30(4), 289-300. https://doi.org/10.1016/j.ijinfomgt.2009.10.001
  13. Docters, R., B. Schefers, C. Durman, and M. Gieskes. 2006. "Bundles with sharp teeth, effective product combinations". Journal of Business Strategy, 27(5), 10-16. https://doi.org/10.1108/02756660610692653
  14. Eid, M. I. 2011. "Determinants of E-Commerce Customer Satisfaction, Trust, and Loyalty in Saudi Arabia". Journal of Electronic Commerce Research, Vol.  12, No.  1,. 
  15. https://search.proquest.com/openview/e2638a87737aea8cba164bc857a05194/1?pq origsite=gscholar&cbl=44515
  16. Fatimah, F., Rosadi, D., Hakim, R. F., & Alcantud, J. C. R. (2017, July). A social choice approach to graded soft sets. In Fuzzy Systems (FUZZ-IEEE), 2017 IEEE International Conference on (pp. 1-6). IEEE. 10.1109/FUZZ-IEEE.2017.8015428
  17. Ferdinand, A. T. 2014. Structural Equation Model Dalam Penelitian Manajemen, Aplikasi Model-Model Rumit Dalam Penelitian Untuk Skripsi, Tesis dan Disertasi Doktor. In Seri Pustaka Kunci, edited by F. E. d. B. U. Diponegoro. Semarang, Indonesia: BP Undip-Undip Press
  18. Gallarza, M. G., and I. Gil Saura. 2006. "Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students’ travel behaviour". Tourism Management, 27(3), 437-452. 
  19. https://doi.org/10.1016/j.tourman.2004.12.002
  20. Gefen, D., E. Karahanna, and D. W. Straub. 2003. "Trust and TAM in Online Shopping-An Integrated Model". MIS Quarterly, 27(1),51-90. https://dl.acm.org/citation.cfm?id=2017185
  21. Ghozali, I. 2013. Model Persamaan Struktural, Konsep dan Aplikasi Dengan Program AMOS 21. 5 ed. Semarang, Indonesia: Badan Penerbit Undip.
  22. Haghighi, M., A. Dorosti, A. Rahnama, and A. Hoseinpour. 2012. "Evaluation of factors affecting customer loyalty in the restaurant industry". African Journal of Business Management, 6, (14), 5039-5046.
  23. Henten, A., and H. Godoe. 2010. "Demand side economies of scope in bundled communication services". Info, 12(1), 26 - 38. https://doi.org/10.1108/14636691011015367
  24. Hsu, C.-L., C.-C. Wu, dan M.-C. Chen. 2012. "An empirical analysis of the antecedents of e-satisfaction and e-loyalty: focusing on the role of flow and its antecedents". Information Systems and e-Business Management, 11(2),287-311. https://link.springer.com/article/10.1007/s10257-012-0194-8
  25. Isnarno, E., Soesanto, H., & Andriyansah. (2018). Developing the Reputation of Distribution Network to Increase the Buying Interest of Electronic Payment: An Empirical Study. European Research Studies Journal, XXI( 1), 133 - 143. 
  26. Istihanah. 2015. "Solusi Digital bagi Keluarga Indonesia"  http://swa.co.id/business-strategy/indihome-solusi-digital-bagi-keluarga-indonesia. [accessed on  May 17 2015].
  27. Kim, J., and S. Forsythe. 2009. "Adoption of sensory enabling technology for online apparel shopping". European Journal of Marketing, 43(9/10),1101 - 1120. https://doi.org/10.1108/03090560910976384
  28. Kim, J., and K. H. Lee. 2013. "Towards a theoretical framework of motivations and interactivity for using IPTV". Journal of Business Research, 66(2),260-264. https://doi.org/10.1016/j.jbusres.2012.07.004
  29. Kim, J. B. 2012. "An empirical study on consumer first purchase intention in online shopping: integrating initial trust and TAM". Electronic Commerce Research, 12(2),125-150. https://link.springer.com/article/10.1007/s10660-012-9089-5
  30. Lee, M.-C. 2009. "Predicting and explaining the adoption of online trading: An empirical study in Taiwan". Decision Support Systems, 47, 133-142. https://doi.org/10.1016/j.dss.2009.02.003
  31. Lee, M., and Y. Cho. 2015. "Consumer perception of a new convergence product: A theoretical and empirical approach". Technological Forecasting and Social Change, 92, 312-321.
  32.  https://doi.org/10.1016/j.techfore.2014.12.006
  33. Lee, Y., and O. Kwon. 2011. "Intimacy, familiarity and continuance intention: An extended expectation–confirmation model in web-based services". Electronic Commerce Research and Applications, 10(3), 342-357. 
  34. https://doi.org/10.1016/j.elerap.2010.11.005
  35. Liaw, G.-F. 2013. "The Effect of Trust, Satisfaction, and Switching Cost on Consumer’s Loyalty — A Model of On-line Auction". The Journal of International Management Studies, 8(1)
  36. Liébana-Cabanillas, F., J. Sánchez-Fernández, and F. Muñoz-Leiva. 2014. "Antecedents of the adoption of the new mobile payment systems: The moderating effect of age". Computers in Human Behavior, 35, 464-478.
  37.  https://doi.org/10.1016/j.chb.2014.03.022
  38. Lin, T.-C., S. Wu, J. S.-C. Hsu, and Y.-C. Chou. 2012. "The integration of value-based adoption and expectation–confirmation models: An example of IPTV continuance intention". Decision Support Systems, 54(1), 63-75.
  39.  https://doi.org/10.1016/j.dss.2012.04.004
  40. Lorenzo-Romero, C., E. Constantinides, and M. a.-d.-C. Alarcon-del-Amo. 2011. "A model of the adoption of radio frequency identification technology, implication for theory and practice". Journal of Research in Interactive Marketing, 5(2/3),170 - 188. https://doi.org/10.1016/j.jengtecman.2011.09.010
  41. Luo, M. M., and W. Remus. 2014. "Uses and gratifications and acceptance of Web-based information services: An integrated model". Computers in Human Behavior, 38, 281-295. https://doi.org/10.1016/j.chb.2014.05.042
  42. Martínez, P., and R. d. I. Bosque. 2013. "CSR and customer loyalty: The roles of trust, customer identification with the company and satisfaction". International Journal of Hospitality Management, 35, 89-99. 
  43. https://doi.org/10.1016/j.ijhm.2013.05.009
  44. Miquel-Romero, M. J., E. M. Caplliure-Giner, and C. Adame-Sánchez. 2014. "Relationship marketing management: Its importance in private label extension". Journal of Business Research, 67(5), 667-672. 
  45.  https://doi.org/10.1016/j.jbusres.2013.11.025
  46. Mithat, Ü. M., F. Güven, and S. Tamer Cavusgil. 2015. "Bundling of telecom offerings: An Empirical Investigation in the Turkish market". Telecommunications Policy, 39(1), 53-64. https://doi.org/10.1016/j.telpol.2014.12.004
  47. Mulatsih, R., Andriyansah, & Soesanto, H. (2017). Corporate Image of Bus Rapid Transit Antecedent Customer Repurchase Intention. International Journal of Applied Engineering Research, 12(18), 7734-7740 
  48. doi:https://www.ripublication.com/ijaer17/ijaerv12n18_84.pdf
  49. Nguyen, N., A. Leclerc, and G. LeBlanc. 2013. "The Mediating Role of Customer Trust on Customer Loyalty". Journal of Service Science and Management, 06(01),96-109. http://dx.doi.org/10.4236/jssm.2013.61010
  50. Noor, A. R. 2015. "Setelah Triple Play, Telkom Siap Loncat ke Octuple Play"
  51.   http://inet.detik.com/read/2015/03/18/191316/2862837/328/1/setelah-triple-play-telkom-siap-loncat-ke-octuple-play.
  52. Pongcharnchavalit, S.,  and W. Fongsuwan. 2014. "Structural equation model of customer perception of service and product quality factors that affects Thai information technology customer loyalty". Research Journal  of Business Management, 8(4),412-426. http://docsdrive.com/pdfs/academicjournals/rjbm/2014/412-426.pdf
  53. Ruiz-Mafe, C., J. Martı´-Parreno, and S. Sanz-Blas. 2014. "Key drivers of consumer loyalty to Facebook fan pages". Online Information Review, 38(3),362-380. https://doi.org/10.1108/OIR-05-2013-0101
  54. Sahin, A., C. Zehir, and H. Kitapçı. 2011. "The Effects of Brand Experiences, Trust and Satisfaction on Building Brand Loyalty; An Empirical Research On Global Brands". Procedia - Social and Behavioral Sciences, 24, 1288-1301. https://doi.org/10.1016/j.sbspro.2011.09.143
  55. Tam, J. L.-M. 2012. "The moderating role of perceived risk in loyalty intentions: an investigation in a service context". Marketing Intelligence & Planning, 30(1),33-52. https://doi.org/10.1108/02634501211193903
  56. Tang, T.-W., and R.-T. Huang. 2015. "The Relationships among Trust, E-satisfaction, E-loyalty, and Customer Online Behaviors". International Journal of Business and Industrial Marketing, 1(2), 16-25.
  57.  http://iceb.nccu.edu.tw/proceedings/2005/788-794.pdf
  58. Telkom. 2015. "IndiHome Targetkan 3 Juta Pelanggan di 2015"  http://www.indihome.co.id/article/detail/indi-home-targetkan-3-juta-pelanggan-di-2015-. [accessws on May 17 2015].
  59. Truong, Y. 2013. "A cross-country study of consumer innovativeness and technological service innovation". Journal of Retailing and Consumer Services, 20(1),130-137. https://doi.org/10.1016/j.jretconser.2012.10.014
  60. Tung, F. C., S. C. Chang, and C. M. Chou. 2008. "An extension of trust and TAM model with IDT in the adoption of the electronic logistics information system in HIS in the medical industry". Int J Med Inform, 77(5), 324-335. https://doi.org/10.1016/j.ijmedinf.2007.06.006
  61. Vahedi, E., A. Shirian, F. SadeghVaziri, E. R. Kelishmi, and S. Esmaeili. 2014. "Assessing the Role of Brand Personality on Trust, Affection, Loyalty and Customer Satisfaction in Governmental Organization: (Case of Study: Maskan Bank)". Research Journal of Recent Sciences, 3(7),130-138. http://dr-shirian.com/wp-
  62. content/uploads/2017/12/Revised-Research-Paper-ISCA-RJRS-2013-735.pdf
  63. Wu, I.-L., and J.-L. Chen. 2005. "An extension of Trust and TAM model with TPB in the initial adoption of on-line tax: An empirical study". International Journal of Human-Computer Studies, 62(6) 784-808.
  64.  https://doi.org/10.1016/j.ijhcs.2005.03.003
  65. Zaballos, A. G. 2013. "Impact of bundling of ICT services on regulation". Info, 15(4),69-78
  66. . https://doi.org/10.1108/info-12-2012-0053
  67. Zehir, C., A. Şahin, H. Kitapçı, and M. Özşahin. 2011. "The Effects of Brand Communication and Service Quality In Building Brand Loyalty Through Brand Trust; The Empirical Research On Global Brands". Procedia - Social and Behavioral Sciences, 24, 1218-1231. https://doi.org/10.1016/j.sbspro.2011.09.142