PENGARUH KINERJA KUALITAS LAYANAN YANG DIRASAKAN DAN NILAI PELANGGAN TERHADAP PEMBELIAN ULANG (STUDI PADA BUSWAY TRANSJAKARTA)
Keywords: customer value, kinerja kualitas layanan, nilai pelanggan, pembelian ulang, perceived service quality, repurchase, Transjakarta
Abstract
The study was conducted on the Transjakarta busway. The purpose of the study was to analyze and determine the effect of perceived service quality variables and customer value variables on repurchase variables. The results of the study partially there is a significant positive effect on the perceived service quality on the variable repurchase. Partially there is a positive no significant effect on the Customer Value variable on the Repurchase variable. Simultaneously there is an effect of perceived service quality variables and Customer Value variables on Repurchase variables because in the F-count analysis> F-table. Based on the gender of female passengers on Busway trends. Marital status tends to be single. Age is predominantly between the ages of 20 and 30 years. Education level of most high schools. The most dominant jobs are private employees and the average passenger uses Transjakarta to work. The study uses descriptive associative method aims to determine the relationship between two or more variables.
Penelitian dilakukan terhadap busway Transjakarta. Tujuan penelitian menganalisis dan mengetahui pengaruh variabel Kualitas Layanan yang dirasakan dan variabel Nilai Pelanggan terhadap variabel Pembelian Ulang. Hasil penelitian secara parsial terdapat pengaruh signifikan positif variabel Kualitas Layanan yang dirasakan terhadap variabel Pembelian Ulang. Secara parsial terdapat pengaruh tidak signifikan positif variabel Nilai Pelanggan terhadap variabel Pembelian Ulang. Secara simultan terdapat pengaruh variabel Kualitas Layanan yang dirasakan dan variabel Nilai Pelanggan terhadap variabel Pembelian Ulang karena dalam analisis F-hitung > F-tabel. Berdasarkan jenis kelamin kecenderungan penumpang adalah perempuan. Status perkawinan kecenderungan berstatus single. Usia didominasi berusia antara 20 sampai dengan 30 tahun. Tingkat pendidikan sebagian besar SMU. Pekerjaan paling dominan karyawan swasta dan rata-rata penumpang menggunakan Transjakarta untuk bekerja. Penelitian menggunakan metode deskriptif asosiatif bertujuan untuk mengetahui hubungan antara dua variabel atau lebih.
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References
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Bakirtas, H., Bakirtas, I., & Çetin, M. A. (2015). Effects of Utilitarian and Hedonic Shopping Value and Consumer Satisfaction on Consumer Behavioral Intentions. Ege Akademik Bakis, 15(1), 91-98.
Berghman, L., Matthyssens P. & Vandenbempt, K. (2006). Building competences for new customer value creation: An exploratory study. Industrial Marketing Management, 35(8), 961-973.
Buttle, F. (2007). Customer Relationship Management: Terjemahan Arief Subiyanto. Jakarta: Bayumedia.
Chaohui, W., Lin, L. & Qiaoyun, X. (2012). "Impact of tourists’ perceived value on behavioral intention for mega events: Analysis of inbound and domestic tourists at Shanghai World Expo", Chinese Geographical Science, 22(6), 742-754.
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Cho, Yoon-Na & Brian N. Rutherford. (2011). Customers' Relationship with the Service Firm and Its Sales Personnel: Does Gender Matter?" Journal of Marketing Theory and Practice 19(3), 325-36.
Dedeoglu, B. B., Balikcioglu, S. & Kucukergin, K. G. (2015). The role of touristsʼ value perceptions in behavioral intentions: The moderating effect of gender". Journal of Travel & Tourism Marketing, 33(4), 513-534.
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Gallarza, M. G. & Saura, I. G. (2006). Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students’ travel behavior, Tourism Management, 27(3), 437-452.
Grewal, D., Levy, M. & Lehmann D. R. (2004.). Retail Branding and Customer Loyalty: An Overview’. Journal of Retailing, 80(4), 9-12.
Gronroos, C. (1984) A Service Quality Model and Its Marketing Implications. European Journal of Marketing, 18, 36-44.
Ha, H.Y., Janda, S. & Muthaly, S. S. (2010). A new understanding of satisfaction model in e-re-purchase situation. European Journal of Marketing, 44 (7/8), 997-1016.
Hair, J., W. Black, B. Babin, & R. Anderson. (2010). Multivariate data analysis, 7th ed., Prentice Hall.
Han, H. & Hwang, J. (2013). Multi-dimensions of the perceived benefits in a medical hotel and their roles in international travelers’ decision-making process. International Journal of Hospitality Management, 35(1), 100-108.
Hansen, H., Samuelsen, B. M. & Silseth, P. R. (2008). Customer perceived value in B-t-B service relations: Investigating the importance of corporate reputation, Industrial Marketing Management, 37, 206-2017.
Heinonen, K., Strandvik, T., and Voima, P. (2013). Customer dominant value formation in Service. European Business Review, 25 (2), 104-123.
Hellier, P.K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer Repurchase Intention : A General Structural Equation Model. European Journal of Marketing, 37(11), 1762-1800.
http://jakarta.bisnis.com/read/20170818/77/682078/jumlah-penumpang-transjakarta-naik (diunduh 18 Februari 2018).
https://bappeda.jakarta.go.id/uploads/.../2018.../63__Bab_4_RPJMD_DKI_20222.pdf (diunduh 18 Februari 2018).
Ismail, A., Abdullah, M. M., & Francis, S. K. (2009). Exploring the relationships among service quality features,perceived value and customer satisfaction. Journal of industrial Engineering and Management , 2 (1), 230-250.
Kasyap, Rajiv K & Davis C. Bojanic. (2000). A Structural analysis of value , and price perception of business and leisure travelers. Journal of Travel Research, 39(1), 45-51.
Kumar, P. (2002). The impact of performance, cost, and competitive considerations on the relationship between satisfaction and repurchase intent in business markets. Journal of Service Research, 5(1), 55-68.
Lai, W. T.; Chen, C. F. (2010). Behavioral intentions of public transit passenger – the role of service quality, perceived value, satisfaction and involvement. J.Transport Policy. 8(2), 318-325.
Lee, M.; Cunningham, L. F. (2001). A cost/benefit approach to understanding service loyalty. Journal of Services Marketing, 15(2), 113-130.
Liu, C. H. S., & Lee, T. (2016). Service quality and price perception of service: Influence on word-of-mouth and revisit intention. Journal of Air Transport Management, 52, 42-54.
McDougall, G. H., & Levesque, T. (2000). Customer satisfaction with services: putting perceived value into the equation. Journal of services marketing, 14(5), 392-410.
Molinari, L. K., Abratt, R.& Dion, P. (2008). Satisfaction, quality and value and effects on repurchase and positive word-of-mouth behavioral intentions in a B2B services context, Journal of Services Marketing, 22(5), 363-373.
Monroe, Kent. B. (2005). Pricing: Making Profitable Decisions. 3nd Edition. New York: Mac Milan
Nadiri H. (2011). Customers’ zone of tolerance for retail store. Service Business, 5(2), 113-137.
Nazwirman. (2015). The Influence of Perceived Service Performance and Price Fairness toward Repurchase through Customer Satisfaction and Word of Mouth, An Empirical Study of Lion Air Company. International Journal of Advanced Research, 3(10), 1846 – 1854.
Nikbin, D., Ismail, I., Marimuthu, M., & Younis Abu-Jarad, I. (2011). The impact of firm reputation on customers’ responses to service failure: the role of failure attributions. Business Strategy Series, 12(1), 19-29.
Olaru D., Purchase S., & Peterson N. (2008). From customer value to repurchase intentions and recommendations. Journal of Business & Industrial Marketing, 23(8): 554-65.
Osman H, Hemmington N, Bowie D. (2009). A transactional approach to customer loyalty in the hotel industy. International Journal of Contemporary Hospitality Management, 21(3):239-250.
Parasuraman A, Valarie A. Zeithmal, Leornard L. Berry. (1990). Delivering Quality Service: Balancing Customer Perception and Expectations. (The Free Press). Serrvice environment. Services Marketing Quarterly. 31, 466-484
Parasuraman, A., Berry, Leonard L., dan Zeithaml, Valarie A. (1988). A Concepttual Model of Service Quality and Its Implication for Future Research. Journal of Marketing, 41-50.
Pihlström, M., G.J. Brush. (2008). Comparing the perceived value of information and entertainment mobile services. Psychology & Marketing. 25 (8), 732-755.
Po-Tsang Chen, H.-H. H. (2009). How determinant attributes of service quality influence customer perceived value: An empirical investigation of the Australian coffee outlet industry.
Ranjbarian Bahram, Rashidkaboli Kenari Majid, Sanayeie, Ali, and Hadadian Alireza. (2012). “Analysis of the Relationship Between Perceived value, Perceived Quality, Customer’s satisfaction, and Repurchasing Intention in Chain Stores of Tehranâ€. Quarterly of Business Management, 4(11), 55-70.
Roig J.C.F. et al. (2006). Customer perceived value in banking services. International Journal of Bank Marketing, 24(5), 266-83.
Roig, J. C. F., Garcia, J. S. & Tena, M. A. M. (2009). Perceived value and customer loyalty in financial services. The Service Industries Journal, 29(6), 775-789.
Saha, G. C., & Theingi. (2009). Service quality, satisfaction, and behavioural intentions: A study of low-cost airline carriers in Thailand. Managing Service Quality: An International Journal, 19(3), 350-372.
Saleem, MA, Sadaf Zahra, Asif Yaseen. (2017). Impact of service quality and trust on repurchase intentions – the case of Pakistan airline industry. Asia Pacific Journal of Marketing and Logistics, 29(5), 1136-1159.
Sekaran, U., & Bougie, R. (2013). Research Methods for Business. United Kingdom John Wiley & Sons Ltd.
Shukla, P. (2010). Effects of perceived sacrifice, quality, value, and satisfaction on behavioral intentions in the service environment. Services Marketing Quarterly. 31(4), 466-484.
Sugiyono. (2010). Metode Penelitian Kuantitatif, Kualitatif dan R & D. Bandung : Alfabeta.
Sweeney, J. C., & Soutar, G. N. (2001). Consumer Perceived Value: The. Development of a Multiple Item Scale. Journal of Retailing, 77(2), 203-220.
Walker R.H., Johnson L.W., & Leonard S. (2006). Re-thinking the conceptualization of customer value and service quality within the service – profit chain. Managing Service Quality, 16(1):23-36.
Wang, E. S. T. (2014). Do farmers’ market and specialty food store customers differ in the effects of perceived utilitarian and hedonic shopping values?, Journal of Marketing Channels, 21(2), 77-86,
Wang, Y., Lo, H. & Hui, Y.V. (2003). The antecedents of service quality and product quality and their influences on bank reputation: evidence from banking industry in China, Managing Service Quality, 13(1), 72-83.
Wen, C. H.; Lawrence, W. L.; Cheng, H. L. (2005). Structural equation modeling to determine passenger loyalty toward intercity bus services, Journal of the transportation research board, 1927: 249-255.
William, Auchil. (2002). Relationship Marketing Delivering Customer Satisfaction, Oxford: Butter – Worth – Heinemann
Woodall, T. (2003). Conceptualising ‘value for the customer’: an attributional, structural and dispositional analysis. Academy of Marketing science Review, 12(1), 1-42.
Xu, C., Peak, D. & Prybutok, V. (2015). A customer value, satisfaction, and loyalty perspective of mobile application recommendations", Decision Support Systems, 79, 171-183.
Yang, Y., Liu, X. Jing, F. & Li, J. (2014). How does perceived value affect travelers’ satisfaction and loyalty?, Social Behavior And Personality. 42(10), 1733-1744.
Yoo B. (2008). Cross-national invariance of the effect of personal collectivistic orientation on brand loyalty and equity. Asia Pacific Journal of Marketing and Logistics, 21(1):41-57.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. The Journal of marketing, 52(3),2-22.
Zhang, Y., Fang, Y., Wei, K. K., Ramsey, E., McCole, P., & Chen, H. (2011). Repurchase intention in B2C e-commerce—A relationship quality perspective. Information & Management, 48(6), 192-200.
Akbar, Ali Esmaeli, Baran Aryee Manesh, Ebrahim Golshan. (2013). Service Quality, Customer Satisfaction and Customer Loyaltyin RAJA Rail Transportation Company. International Research Journal of Applied and Basic Sciences, 5 (3): 347-352
Albayrak, T., Caber, M., & Comen, N. (2016). Tourist Shopping: The Relationship Among Shopping Attributes, Shopping Value, and Behavioral Intention. Tourism Management Perspectives, 18, 98-106
Alvani, Sayed Mahdi, Moghimi, Sayed Mohammad, Hafizi, Rohollah, Hamidizadeh, Ali, (2009), Assessment and Comparison of Service Quality in the Branches of Bank Melli of the City of Isfahan by Using Systemic Exchange Scale of Banking Service Quality (SYSTRA-SQ), Organizational Culture Management, Seventh Year, 20, Autumn and Winter 2009, 5-27.
Bakirtas, H., Bakirtas, I., & Çetin, M. A. (2015). Effects of Utilitarian and Hedonic Shopping Value and Consumer Satisfaction on Consumer Behavioral Intentions. Ege Akademik Bakis, 15(1), 91-98.
Berghman, L., Matthyssens P. & Vandenbempt, K. (2006). Building competences for new customer value creation: An exploratory study. Industrial Marketing Management, 35(8), 961-973.
Buttle, F. (2007). Customer Relationship Management: Terjemahan Arief Subiyanto. Jakarta: Bayumedia.
Chaohui, W., Lin, L. & Qiaoyun, X. (2012). "Impact of tourists’ perceived value on behavioral intention for mega events: Analysis of inbound and domestic tourists at Shanghai World Expo", Chinese Geographical Science, 22(6), 742-754.
Chen P.T., & Hu H.H., (2010). How determinant attributes of service quality influence customer perceived value. International Journal of Contemporary Hospitality Management, 22(4): 535-51.
Chiu, C. M., Wang, E. T. G., Fang, Y. H. & Huang, H. Y. (2014). Understanding customers’ repeat purchase intentions in B2C e-commerce: The roles of utilitarian value, hedonic value and perceived risk. Information Systems Journal, 24(1) 85-114.
Cho, Yoon-Na & Brian N. Rutherford. (2011). Customers' Relationship with the Service Firm and Its Sales Personnel: Does Gender Matter?" Journal of Marketing Theory and Practice 19(3), 325-36.
Dedeoglu, B. B., Balikcioglu, S. & Kucukergin, K. G. (2015). The role of touristsʼ value perceptions in behavioral intentions: The moderating effect of gender". Journal of Travel & Tourism Marketing, 33(4), 513-534.
Engel, J.F., Blackwell, R.D., Miniard, P.W. (2001). Consumen behavior (9th Ed). Orlando: Harcourt, Inc.
Feiz, Mohammad. (2010). Evaluating Service Quality of Bank Melli by Using SERVQUAL Method in Customers’ Viewpoint Using Electronic Banking Services (Case Study: Bank Melli of the City of Yazd). Mater Thesis of the Accounting Course, Islamic Azad University, Yazd Branch
Gallarza, M. G. & Saura, I. G. (2006). Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students’ travel behavior, Tourism Management, 27(3), 437-452.
Grewal, D., Levy, M. & Lehmann D. R. (2004.). Retail Branding and Customer Loyalty: An Overview’. Journal of Retailing, 80(4), 9-12.
Gronroos, C. (1984) A Service Quality Model and Its Marketing Implications. European Journal of Marketing, 18, 36-44.
Ha, H.Y., Janda, S. & Muthaly, S. S. (2010). A new understanding of satisfaction model in e-re-purchase situation. European Journal of Marketing, 44 (7/8), 997-1016.
Hair, J., W. Black, B. Babin, & R. Anderson. (2010). Multivariate data analysis, 7th ed., Prentice Hall.
Han, H. & Hwang, J. (2013). Multi-dimensions of the perceived benefits in a medical hotel and their roles in international travelers’ decision-making process. International Journal of Hospitality Management, 35(1), 100-108.
Hansen, H., Samuelsen, B. M. & Silseth, P. R. (2008). Customer perceived value in B-t-B service relations: Investigating the importance of corporate reputation, Industrial Marketing Management, 37, 206-2017.
Heinonen, K., Strandvik, T., and Voima, P. (2013). Customer dominant value formation in Service. European Business Review, 25 (2), 104-123.
Hellier, P.K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer Repurchase Intention : A General Structural Equation Model. European Journal of Marketing, 37(11), 1762-1800.
http://jakarta.bisnis.com/read/20170818/77/682078/jumlah-penumpang-transjakarta-naik (diunduh 18 Februari 2018).
https://bappeda.jakarta.go.id/uploads/.../2018.../63__Bab_4_RPJMD_DKI_20222.pdf (diunduh 18 Februari 2018).
Ismail, A., Abdullah, M. M., & Francis, S. K. (2009). Exploring the relationships among service quality features,perceived value and customer satisfaction. Journal of industrial Engineering and Management , 2 (1), 230-250.
Kasyap, Rajiv K & Davis C. Bojanic. (2000). A Structural analysis of value , and price perception of business and leisure travelers. Journal of Travel Research, 39(1), 45-51.
Kumar, P. (2002). The impact of performance, cost, and competitive considerations on the relationship between satisfaction and repurchase intent in business markets. Journal of Service Research, 5(1), 55-68.
Lai, W. T.; Chen, C. F. (2010). Behavioral intentions of public transit passenger – the role of service quality, perceived value, satisfaction and involvement. J.Transport Policy. 8(2), 318-325.
Lee, M.; Cunningham, L. F. (2001). A cost/benefit approach to understanding service loyalty. Journal of Services Marketing, 15(2), 113-130.
Liu, C. H. S., & Lee, T. (2016). Service quality and price perception of service: Influence on word-of-mouth and revisit intention. Journal of Air Transport Management, 52, 42-54.
McDougall, G. H., & Levesque, T. (2000). Customer satisfaction with services: putting perceived value into the equation. Journal of services marketing, 14(5), 392-410.
Molinari, L. K., Abratt, R.& Dion, P. (2008). Satisfaction, quality and value and effects on repurchase and positive word-of-mouth behavioral intentions in a B2B services context, Journal of Services Marketing, 22(5), 363-373.
Monroe, Kent. B. (2005). Pricing: Making Profitable Decisions. 3nd Edition. New York: Mac Milan
Nadiri H. (2011). Customers’ zone of tolerance for retail store. Service Business, 5(2), 113-137.
Nazwirman. (2015). The Influence of Perceived Service Performance and Price Fairness toward Repurchase through Customer Satisfaction and Word of Mouth, An Empirical Study of Lion Air Company. International Journal of Advanced Research, 3(10), 1846 – 1854.
Nikbin, D., Ismail, I., Marimuthu, M., & Younis Abu-Jarad, I. (2011). The impact of firm reputation on customers’ responses to service failure: the role of failure attributions. Business Strategy Series, 12(1), 19-29.
Olaru D., Purchase S., & Peterson N. (2008). From customer value to repurchase intentions and recommendations. Journal of Business & Industrial Marketing, 23(8): 554-65.
Osman H, Hemmington N, Bowie D. (2009). A transactional approach to customer loyalty in the hotel industy. International Journal of Contemporary Hospitality Management, 21(3):239-250.
Parasuraman A, Valarie A. Zeithmal, Leornard L. Berry. (1990). Delivering Quality Service: Balancing Customer Perception and Expectations. (The Free Press). Serrvice environment. Services Marketing Quarterly. 31, 466-484
Parasuraman, A., Berry, Leonard L., dan Zeithaml, Valarie A. (1988). A Concepttual Model of Service Quality and Its Implication for Future Research. Journal of Marketing, 41-50.
Pihlström, M., G.J. Brush. (2008). Comparing the perceived value of information and entertainment mobile services. Psychology & Marketing. 25 (8), 732-755.
Po-Tsang Chen, H.-H. H. (2009). How determinant attributes of service quality influence customer perceived value: An empirical investigation of the Australian coffee outlet industry.
Ranjbarian Bahram, Rashidkaboli Kenari Majid, Sanayeie, Ali, and Hadadian Alireza. (2012). “Analysis of the Relationship Between Perceived value, Perceived Quality, Customer’s satisfaction, and Repurchasing Intention in Chain Stores of Tehranâ€. Quarterly of Business Management, 4(11), 55-70.
Roig J.C.F. et al. (2006). Customer perceived value in banking services. International Journal of Bank Marketing, 24(5), 266-83.
Roig, J. C. F., Garcia, J. S. & Tena, M. A. M. (2009). Perceived value and customer loyalty in financial services. The Service Industries Journal, 29(6), 775-789.
Saha, G. C., & Theingi. (2009). Service quality, satisfaction, and behavioural intentions: A study of low-cost airline carriers in Thailand. Managing Service Quality: An International Journal, 19(3), 350-372.
Saleem, MA, Sadaf Zahra, Asif Yaseen. (2017). Impact of service quality and trust on repurchase intentions – the case of Pakistan airline industry. Asia Pacific Journal of Marketing and Logistics, 29(5), 1136-1159.
Sekaran, U., & Bougie, R. (2013). Research Methods for Business. United Kingdom John Wiley & Sons Ltd.
Shukla, P. (2010). Effects of perceived sacrifice, quality, value, and satisfaction on behavioral intentions in the service environment. Services Marketing Quarterly. 31(4), 466-484.
Sugiyono. (2010). Metode Penelitian Kuantitatif, Kualitatif dan R & D. Bandung : Alfabeta.
Sweeney, J. C., & Soutar, G. N. (2001). Consumer Perceived Value: The. Development of a Multiple Item Scale. Journal of Retailing, 77(2), 203-220.
Walker R.H., Johnson L.W., & Leonard S. (2006). Re-thinking the conceptualization of customer value and service quality within the service – profit chain. Managing Service Quality, 16(1):23-36.
Wang, E. S. T. (2014). Do farmers’ market and specialty food store customers differ in the effects of perceived utilitarian and hedonic shopping values?, Journal of Marketing Channels, 21(2), 77-86,
Wang, Y., Lo, H. & Hui, Y.V. (2003). The antecedents of service quality and product quality and their influences on bank reputation: evidence from banking industry in China, Managing Service Quality, 13(1), 72-83.
Wen, C. H.; Lawrence, W. L.; Cheng, H. L. (2005). Structural equation modeling to determine passenger loyalty toward intercity bus services, Journal of the transportation research board, 1927: 249-255.
William, Auchil. (2002). Relationship Marketing Delivering Customer Satisfaction, Oxford: Butter – Worth – Heinemann
Woodall, T. (2003). Conceptualising ‘value for the customer’: an attributional, structural and dispositional analysis. Academy of Marketing science Review, 12(1), 1-42.
Xu, C., Peak, D. & Prybutok, V. (2015). A customer value, satisfaction, and loyalty perspective of mobile application recommendations", Decision Support Systems, 79, 171-183.
Yang, Y., Liu, X. Jing, F. & Li, J. (2014). How does perceived value affect travelers’ satisfaction and loyalty?, Social Behavior And Personality. 42(10), 1733-1744.
Yoo B. (2008). Cross-national invariance of the effect of personal collectivistic orientation on brand loyalty and equity. Asia Pacific Journal of Marketing and Logistics, 21(1):41-57.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. The Journal of marketing, 52(3),2-22.
Zhang, Y., Fang, Y., Wei, K. K., Ramsey, E., McCole, P., & Chen, H. (2011). Repurchase intention in B2C e-commerce—A relationship quality perspective. Information & Management, 48(6), 192-200.
Published
Mar 28, 2018
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nazwirman, nazwirman. (2018). PENGARUH KINERJA KUALITAS LAYANAN YANG DIRASAKAN DAN NILAI PELANGGAN TERHADAP PEMBELIAN ULANG (STUDI PADA BUSWAY TRANSJAKARTA). Jurnal Organisasi Dan Manajemen, 14(1), 52–66. https://doi.org/10.33830/jom.v14i1.147.2018
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