An examination of the effect of adaptive selling, customerpreference, and customer satifaction on costumer trust towardcluster housing developers.

Sutantio, R. Alamsyah and Sularso, R. Andi and Irawan, Bambang and Dimyati, Mohamad (2020) An examination of the effect of adaptive selling, customerpreference, and customer satifaction on costumer trust towardcluster housing developers. PalArch's journal of archaeology of Egypt/Egyptology, 18 (1). pp. 620-630. ISSN 1567-214X

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Abstract

This study aimed to examine the antecedents of the hierarchical model of customer satisfactionand customer trust in the purchase of cluster housing. In particular, this study investigated theeffect of adaptive selling and customer preference on customer satisfaction and customer trust.The study was conducted from 2016 to 2017 in East Java Province, Indonesia. The samplecomprised 94 respondents, whose data were analyzed using generalized structured componentanalysis (GSCA). The results showed that adaptive selling and customer preference had asignificant effect on customer satisfaction. Adaptive selling had the highest influence oncustomer satisfaction, whereas customer preference had no significant effect on customer trust.The findings from this limited sampling may not be applicable for a model of overall consumerbehavior in purchasing a cluster house in Indonesia with different respondent characteristics. Thehigh influence of adaptive selling on customer satisfaction indicated that satisfaction and trustdepended on the seller’s ability to communicate with the consumer. Indirectly, the studyindicated that a bond or relationship between seller and buyer affected purchase behavior. Thisstudy can be referenced to examine customer trust, particularly in the buying behavior for clusterhousing. It also highlights the importance of adaptive selling capabilities in selling clusterhousing

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