ANALISIS PENGARUH CONSTRUED EXTERNAL IMAGE OF THE COMPANY, PERCEIVED SALESPERSON CHARACTERISTICS, PERCEIVED COMPANY CHARACTERISTICS TERHADAP CUSTOMER EXTRA ROLE BEHAVIORS MELALUI CUSTOMER COMPANY IDENTIFICATION PADA KONSUMEN SUSHI TEI DI SURABAYA

Abstract

The rapid development of technology becomes an opportunity for companies to grow their business. One of the most useful technological innovations is the internet. With the internet, companies can sell their products or services online called e-commerce services. Traveloka is one of the companies engaged in the field. The presence of Traveloka facilitate consumers in comparing the price of airline tickets and hotels. The purpose of this study was to determine the effect of Perceived Usefulness, Perceived Ease of Use, Compatibility, Emotional Value, Price Value, and Functional Value and the influence of Behavioral Intention against Actual Usage. The expected benefits of this research is to increase the repertoire of knowledge in the field of management, especially how large the influence of Behavioral Intention so as to increase Actual Usage that will eventually form the success of the company in the long run. This study is causal. The method used is quantitative methods of processing the data using AMOS. Data was collected by distributing questionnaires to 205 respondents with the characteristics of male and female respondents aged 18-60 years, know about Sushi Tei and buy food from Sushi Tei at least 3 months and live in Surabaya. The results showed that Construed external image of company have positive but not significant to customer company identification with regression coefficient equal to 0131 and C.R. of 0556; variable perceived salesperson characteristic have positive but not significant to customer company identification with regression coefficient equal to 0453 and C.R. 2,199; Perceived company characteristic variable significantly influence to customer company identification with regression coefficient of 0.597 and C.R. 2,581; Customer company identification variable significantly influence customer extra role behaviors with regression coefficient of 0.656 and C.R. of 3,177