The Effect of Perception and Attitude Toward Consumer Complaint Behavior

Rizal Edy Halim,Filipus Christian 한국유통과학회 2013 유통과학연구 Vol.11 No.9

Purpose - The objective of the paper is to describe the relationship between consumer perceptions and attitudes of complaints against the behavior of their complaint. Research design, data, methodology - The study explore the process of complain intention which mediated by perceptual process and attitudinal behavior. Structural equation modeling used in this study is aim to describe the relationship simultaneously. The two samples failure (high vs. low level services) will be compared using analysis of variance. Results - The study found that the higher the alienation, the lower the perceived value of consumer complaint and the higher likelihood of successful perceived consumer complaint. The study also found the more positive the prior complaint experience, the more positive attitude toward complaining, the higher the perceived value of complaint and the higher the likelihood of successful perceived complaint. Furthermore, the perceived value of customer's complaint affect positive intention and perceived consumer likelihood of successful complaint increases intention complaint. Conclusions - The findings of this study show that the effect of a number of personal antecedents such as alienation; prior complaint experience and controllability will vary toward the complaint intention. Furthermore, the attitudinal and perceptual factors play a partial mediation role for that relationship.

The Effect of Warning Labels on Cigarette Packages: Textual vs. Textual-Visual and Self-Efficacy

Rizal Edy Halim,Faisal Muttaqin 한국유통과학회 2017 KODISA ICBE (International Conference on Business Vol.2017 No.-

The small number of fusion research that addresses fear-appeal and self-efficacy in the effectiveness of warning labels cause the label is not clear, then the purpose of the study is the first to examine the effect of the combination of the message. With the experimental method, a total of 240 participants were smokers consist of Indonesian university students in the age range 18-23 years. Data obtained then processed with ANOVA statistical methods and Test T. The results are consistent with previous studies that the visual warning labels more effective than the textual warning labels alone. Results also suggest that a warning label should be both visual and textual messages combined with self-efficacy. Limitations, this study does not differentiate among smokers and non-smokers, in addition to the images are used only one type of disease, so that the research needs to be done to distinguish these factors.

Advertising to Kids and Tweens: The Different Effect of Warning Label Attached on the Product Packaging

Rizal Edy HALIM 한국유통과학회 2019 The Journal of Asian Finance, Economics and Busine Vol.6 No.3

The issue of health risks from consuming unhealthy product is an important issue that is happening right now. Both developed and developing countries are already aware of the need for attention to the health-risk products. One tool that is believed to be able to change the consumption behavior of the health-risk products is the use of warning label on product packaging. As a persuasive act, both visual and textual warning label are believed to be able to change people's consumption behavior. In addition to the labels that contain health hazards, this research also uses social consequence contents. The main targets of such unhealthy product marketing are children and adolescents. Correspondingly, this study targets the age groups of kids and tweens. The method used in this research is experiment, involving 180 participants from two age groups namely kids and tweens. As a result, the study found that the influence of warning label on the age of tweens is greater in the age of the children. Meanwhile, the use of visual and textual warning label using social consequences contents, proved to be effective at the age of tweens. These results are useful for enrich social marketing subjects, especially within warning label research.

The Effect of Consumer Affinity and Country Image Toward Willingness to Buy

Rizal Edy Halim,Elszuary Abrar Uzi Zulkarnain 한국유통과학회 2017 유통과학연구 Vol.15 No.4

Purpose - This research aims to determine whether the consumer affinity and ethnocentrism as well as the image of a foreign country (Japanese product as the most popular product in Indonesia) are able to influence behavior related to the perceived risk and willingness to buy foreign products from the affinity country. Research design, data, and methodology – Using survey techniques with 164 respondents, the study uses structural equation model with confirmatory factor analysis (CFA). To ensure the research objective and appropriate respondent, then we select an individual who have interest on Japanese culture & language. The primary and secondary data used in this study. Primary data refers to information collected directly from respondent by questionnaires dissemination while secondary data is provided from well-established literatures. Results – The results show us that the ethnocentrism has dominant affection role compared to affinity in order to influence consumer behavior meanwhile, the product country image has cognition role to evoke consumer desire to consume foreign products. Conclusions - From a theoretical perspective, the study contributes to international marketing literature by refining the conceptualization of the consumer affinity construct and highlighting its multidimensional nature. The consumer affinity research need to enrich in term of the context and the different culture and situation.

Warning Labels on Cigarette Packages:A Special Stimulus for Moslem Smokers to Quit Smoking

Rizal Edy Halim,Sumiyarto,Faisal Muttaqin 한국유통과학회 2015 Asian Journal of Business Environment (AJBE) Vol.5 No.1

Purpose - This study aims to explore the influence of combining "non-halal" labels with visual and textual warning labels on cigarette packages to induce the intention to quit smoking and boost the stop-smoking campaign. Research design, data, and methodology - This study examines" non-halal" labeling on cigarette packages using an experimental method. A total of 120 smokers, aged 18-23, were chosen from among Universitas Indonesia students. Data obtained were analyzed using ANOVA and T-Test. Results - The use of a "non-halal" label as a warning on cigarette packages is more effective to influence Muslim smokers to quit smoking. The results also suggest that "non-halal" labels more effectively increase intentions to quit smoking when use din combination with textual-visual labels. Conclusions - The study found that the addition of "non-halal" labels in textual or textual-visual warning labels on cigarette packages would significantly increase the intention of Moslems smokers to quit smoking. These results support previous research findings, that if cigarettes are labeled as "non-halal" (haram) products for Moslem teenagers, it will induce them to quit smoking.

The Effect of Warning Labels on Cigarette Packages: Textual vs. Textual-Visual and Self-Efficacy

Halim, Rizal Edy,Muttaqin, Faisal Korea Distribution Science Association 2014 The Journal of Asian Finance, Economics and Busine Vol.1 No.2

The small number of fusion research that addresses fear-appeal and self-efficacy in the effectiveness of warning labels cause the label is not clear, then the purpose of the study is the first to examine the effect of the combination of the message. With the experimental method, a total of 240 participants were smokers consist of Indonesian university students in the age range 18-23 years. Data obtained then processed with ANOVA statistical methods and Test T. The results are consistent with previous studies that the visual warning labels more effective than the textual warning labels alone. Results also suggest that a warning label should be both visual and textual messages combined with self-efficacy. Limitations, this study does not differentiate among smokers and non-smokers, in addition to the images are used only one type of disease, so that the research needs to be done to distinguish these factors.

Indonesian Youth Shoppers Typology

Halim,Rizal Edy,Iqbal,Egi Widya Nur 한국유통과학회 2019 KODISA ICBE (International Conference on Business Vol.2019 No.-

The number of malls which is increasingly growing in the city of Jakarta is often used as a place for socializing and self-actualization by youth shoppers. As an emerging age group, youth shoppers are also identified as a vital market segment. Firstly, this study divides youth shoppers into segments that are distinguished on the characteristics of high and low levels on self-esteem, extraversion, and interpersonal communication. Consequently, these characteristics form a distinct and unique segment group, which are Social Butterfly, Confident techies, and Self-Contained Shoppers. Secondly, this research examines the differences between the three groups segments on shopping motives, store attributes and shopping enjoyment. There is a significant difference between segment groups typology consumer of youth shoppers on several dimensions that exist in the variable of shopping motives, store attribute, and shopping enjoyment. Social Butterfly is a segment that has the highest mean on several dimensions in the variable of shopping motives, store attribute, and shopping enjoyment. It is followed by Confident Techies segment and Self-Contained Shoppers segment respectively.

Brand Distribution Service and Its Effect on Customer Value

Margaretha,Rizal Edy Halim 한국유통과학회 2018 유통과학연구 Vol.16 No.1

Purpose - The purpose of the research is to further explore the understanding of the nature of the brand distribution service (i.e., service brand) by undertaking a quantitative investigation. We focus on the role of customer’s perception of service brand on the customer value creation process. Research design, data, and methodology - This study used single cross-sectional design and 137 airline passengers as respondents using a convenience random sampling. We distributed the online questionnaires by email address. The empirical setting for this research is airline service in Indonesia with a consideration that airline service has the useful context for this research as the service delivery process involve extensive customer interactions with the airline and its employees. We then analyzed the data using multiple regression (step-wise) method to fulfill the research objectives. Results - Using the step-wise regression method, the result shows that the influential factors to create customer value are cost and company image. The result suggests a company to improve its costs components and its company image in order to increase the customer value. Conclusions - The research shows that costs play a critical role, and completed with the company image to form the customer value variable. This shows that mostly customer formed their value based on costs they sacrificed. Mainly, this evaluation is monetary cost based, while Indonesian customers tend to have a high value for money demands.

Informational Justice and Post-recovery Satisfaction in E-Commerce: The Role of Service Failure Severity on Behavioral Intentions

Susanti Kussusanti,Prijono Tjiptoherijanto,Rizal Edy Halim,Asnan Furinto 한국유통과학회 2019 The Journal of Asian Finance, Economics and Busine Vol.6 No.1

The purpose of this research is to examine the effect of informational justice on post-recovery satisfaction, and the effect of post-recovery satisfaction on behavioral intentions in e-commerce, including further investigate the moderating effect of service failure severity. Using quantitative method, the population of this research are online customers in Indonesia, with non-probability sampling that will be done by purposive sampling method based on predetermined criterias, which are customers who were doing transactions in the Business to Consumer (B2C) online sites, experienced service failure in the last 6 months, submitted a complaint, and received a response. Sample of 317 online customers were gathered and analyzed using the Structural Equation Modeling. The results of this study indicated that 5 hypothesis are supported with data. As a conclusion, informational justice and post-recovery satisfaction has positive effect, while service failure severity acts as a moderator between post-recovery satisfaction and behavioral intentions. As a managerial implication, online store management needs to ensure the informational justice to make a post-recovery satisfaction. Therefore, online store management needs to ensure the informational justice to make a post-recovery satisfaction, increase repurchase and positive e-word of mouth intention, also work harder to recover services, especially in high service failure severity condition.

Relationship Brand Orientation and Internal Brand Equity at Internet Service Providers: An Organization Change Readiness Effect

TOBING, Rudy P.,SUROSO, SUROSO,HALIM, Rizal Edy,ALIF, Gunawan Korea Distribution Science Association 2020 The Journal of Asian Finance, Economics and Busine Vol.7 No.2

The midst competition makes a brand all together with its offering products and services is becoming a crucial element for company existence. This requires direct involvement from internal organizational to develop effective strategic branding. According to Asosiasi Penyelenggara Internet Indonesia (APJII), Indonesia's internet penetration is among the highest in Asia. The purpose of this research is to improve the strategic role of brand orientation within Internet Service Provider (ISP) for maximizing return on the company's financial and non-financial benefits by proposing organization change readiness variable. The data collection is taken using an online survey with a non-parametric sampling method and collected 68 qualified respondents for data analysis using SEM-PLS (Structural Equation Modeling with Partial Least Square). The result indicates partial hypotheses on the constructed model between variables brand orientation, brand commitment, and internal brand equity is acceptable. Another finding is stated hypotheses on organization change readiness as moderation is not accepted and means there is no significance to the constructed model. The main conclusion resumes associative human memory can shape up organization change readiness inside internal toward then brand. Relevant cues generate information received in the human brain then will create common associative and becoming social identity on internal brand equity.