Pengujian Variabel Mediasi Brand Preference Terhadap Repurchase Intention di Sektor Jasa Asuransi
Abstract
Persaingan bisnis asuransi semakin ketat dari waktu ke waktu. Pelanggan senantiasa akan membeli produk-produk asuransi yang dapat memberikan jaminan yang baik. Repurchase intention sering dimaknai sebagai keinginan pelanggan membeli ulang komoditas atau jasa yang ditawarkan di pasar. Kualitas pelayanan yang lebih ditekankan oleh pelanggan pada perusahaan asuransi berhubungan dengan layanan penjualan dan pemasaran, kemampuan R & D dan layanan inovatif terhadap kesediaan pelanggan untuk membeli kembali produk asuransi. Banyak hal yang mempengaruhi repurchase intention diantaranya perceived value, expected switching cost dan brand preference. Tujuan penelitian ini adalah menganalisis variabel mediasi brand preference terhadap pengaruh perceived value dan expected switching cost pada repurchase intention yang sekaligus menawarkan model empiris yang mengangkat variabel unik dalam bidang perusahaan jasa asuransi. Populasi dan sampel yang digunakan adalah pelanggan yang membeli produk asuransi di Indonesia berjumlah 269 dengan teknik purposive sampling. Metode pengumpulan data menggunakan kuesioner. Teknik analisis menggunakan SEM dengan software AMOS. Hasil analisis membuktikan: 1). Perceived value mempengaruhi brand preference. 2). Perceived value mempengaruhi repurchase intention. 3). Expected switching cost mempengaruhi brand preference. 4). Expected switching cost mempengaruhi repurchase intention. 5). Brand preference mempengaruhi repurchase intention. Penelitian ini memberikan kontribusi yang positif kepada perusahaan asuransi agar senantiasa mempertahankan kepercayaan konsumen dan memberikan pelayanan terbaiknya sehingga konsumen selalu berminat membeli ulang produk-produk asuransi.
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DOI: http://dx.doi.org/10.26623/slsi.v22i3.9155
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