ANALISIS PENGARUH VARIABLE CONSTRUED EXTERNAL IMAGE, PERCEIVED SALESPERSON CHARACTERISTICS, PERCEIVED COMPANY CHARACTERISTICS TERHADAP CUSTOMER EXTRA ROLE BEHAVIORS MELALUI CUSTOMER COMPANY IDENTIFICATION PADA PELANGGAN HYPERMART DI SURABAYA

Abstract

The rapid development of people's lifestyles and increasingly fierce industrial competition resulted in several retail companies having to close outlets and even declared bankrupt. Hypermart is one from the companies that is still able to survive and keep abreast of industry developments. Hypermart is the largest hypermarket network in Indonesia that sells daily necessities. This study aims to determine how the influence of Construed External Image, Perceived Salesperson Characteristics, and Perceived Company Characteristics on Customer Extra Role Behaviors through Customer Company Identification. The expected benefit of this research is to increase the repertoire of knowledge in the field of management, especially how much influence the Customer Company Identification so that the Customer Extra Role Behaviors which will ultimately increase the actual purchase of the Hypermart company. This research is causal research. The research method used is a quantitative method with data processing using AMOS. Data collection was carried out by distributing questionnaires to 102 respondents with the characteristics of male and female respondents aged 18-60 years, domiciled in Surabaya and shopping at Hypermart at least 2 times in the last 1 month. The results showed that Construed External Image with a regression coefficient of 0.480 positively and significantly affected Customer Company Identification; Perceived Salesperson Characteristics with a regression coefficient of 0.299 negatively and did not significantly affect Customer Company Identification; Perceived Company Characteristics with a regression coefficient of 0.395 that positively and significantly influences Customer Company Identification; Customer Company Identification with a regression coefficient of 0.965 positively and significantly influences Customer Extra Role Behaviors