PERAN CUSTOMER SATISFACTION MEMEDIASI PERCEIVED EASE OF USE DAN PERCEIVED ENJOYMENT TERHADAP REPURCHASE INTENTION

This study was conducted on the Traveloka user on Denpasar City with 120 total of samples. Data collection with questionnaire. The data result from questionnaire tested for validity and reliability. Furthermore, another data analyzed using Confirmatory Factor Analysis (CFA), path analysis and Sobel test. This research show that perceived ease of use and perceived enjoyment have positive and significant impact on customer satisfaction. Perceived ease of use, perceived enjoyment and customer satisfaction have positive and significant impact on repurchase intention.This research show that customer satisfaction significantly mediating perceived ease of use and perceived enjoyment toward repurchase intention on Traveloka website in Denpasar City. Keyword: perceived ease of use, perceived enjoyment, customer satisfaction, repurchase intention.

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Pengaruh Perceived Ease of Use, Enjoyment dan Trust Terhadap Repurchase Intention dengan Customer Satisfaction Sebagai Intervening pada Belanja Online (Studi Pada Mahasiswa Universitas Tanjungpura Pontianak)

Jurnal Ekonomi Bisnis dan Kewirausahaan ◽

10.26418/jebik.v4i1.11465 ◽

2015 ◽

Vol 4 (1) ◽

pp. 140 ◽

Cited By ~ 2

Author(s):

Juniwati Juniwati

Keyword(s):

Data Analysis ◽

Customer Satisfaction ◽

Survey Research ◽

Significant Influence ◽

Online Shopping ◽

Ease Of Use ◽

Repurchase Intention ◽

Perceived Ease Of Use ◽

Analysis Technique ◽

Perceived Enjoyment

This study aims to determine the influence of perceived ease of use, perceived enjoyment, and trust on customer satisfaction and repurchase intention in online shopping of apparel. The design of the study is a survey research with type of research is explanatory, sample used of 100 people. The data analysis technique used is path analysis. The results showed that perceived ease of use variable has no significant influence on customer satisfaction, while perceived enjoyment and trusts have positive and significant influence on customer satisfaction. The results also showed that perceived enjoyment and customer satisfaction has no significant influence on repurchase intention, while perceived ease of use and trust has positive and significant influence on repurchase intention.

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PENGARUH PERCEIVED USEFULNESS DAN PERCEIVED EASE OF USE TERHADAP CUSTOMER SATISFACTION DAN REPURCHASE INTENTION PENGGUNA APLIKASI OVO

Fokus Bisnis Media Pengkajian Manajemen dan Akuntansi ◽

10.32639/fokusbisnis.v18i1.530 ◽

2019 ◽

Vol 18 (1) ◽

pp. 53-61

Author(s):

Gunarso Wiwoho

Keyword(s):

Customer Satisfaction ◽

Sampling Methods ◽

Structural Models ◽

Sampling Technique ◽

Ease Of Use ◽

Perceived Usefulness ◽

Repurchase Intention ◽

Perceived Ease Of Use ◽

Validity And Reliability ◽

Instrument Validity

The purpose of this study was to determine the effect of perceived usefulness and perceived ease of use on customer satisfaction and repurchase intention. The sample of this research is OVO users in the Grab application who have done top-up at least 2 times in the Kebumen area as many as 100 respondents. The sampling technique uses nonprobability sampling technique, namely purposive sampling. Methods of data collection using questionnaires, literature studies and interviews. Analysis of the data used is the instrument validity and reliability test, the classic assumption test, hypothesis testing and path analysis using the SPSS 21 program for windows. The results of this study indicate that all items of each variable are valid and reliable. Both structural models meet the classic assumption test criteria with no multicollinearity, heterokedasticity, and normality assumptions. Based on the results of the t test showed that the variable perceived usefulness and perceived ease of use have a significant effect on customer satisfaction, perceived usefulness has a significant effect on repurchase intention, perceived ease of use has a significant effect on repurchase intention, customer satisfaction has a significant effect on repurchase intention.

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Pengaruh Perceived Ease Of Use Dan Perceived Enjoyment Terhadap Customer Satisfaction Dan Repurchase Intention

INOBIS Jurnal Inovasi Bisnis dan Manajemen Indonesia ◽

10.31842/jurnal-inobis.v1i2.32 ◽

2018 ◽

Vol 1 (2) ◽

pp. 227-237

Author(s):

Made Ayu Swari Oktarini ◽

I Made Wardana

Keyword(s):

Customer Satisfaction ◽

Ease Of Use ◽

Repurchase Intention ◽

Perceived Ease Of Use ◽

Perceived Enjoyment

Tujuan penelitian ini adalah untuk mengetahui Pengaruh Perceived Ease Of Use Dan Perceived Enjoyment Terhadap Customer Satisfaction Dan Repurchase Intention. Di samping itu penelitian ini juga menguji peran mediasi Customer Satisfaction hubungan antara Perceived Ease Of Use Dan Perceived Enjoyment Terhadap Repurchase Intention. Penelitian ini dilakukan pada pengguna jasa travel online T di Bali dengan jumlah sampel sebanyak 150 sampel. Pengumpulan data dilakukan dengan menyebarkan kuesioner. Data dianalisis dengan menggunakan pendekatan analisis jalur, dan peran mediasi diuji dengan formula Sobel. Penelitian menemukan bahwa variabel perceived ease of use dan perceived enjoyment berpengaruh positif dan signifikan terhadap customer satisfaction. Variabel perceived ease of use, perceived enjoyment dan customer satisfaction berpengaruh positif dan signifikan terhadap repurchase intention. Penelitian membuktikan semua hipotesis terbukti dan customer satisfaction secara signifikan memediasi pengaruh perceived ease of use dan perceived enjoyment terhadap repurchase intention. Keywords: perceived ease of use, perceived enjoyment, customer satisfaction, repurchase intention

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The Impact of Perceived Ease of Use towards Perceived Enjoyment and Customer Experience to Customer Satisfaction and Repurchase Intention (Case Study Among Spotify Premium Users)

Equator Journal of Management and Entrepreneurship (EJME) ◽

10.26418/ejme.v8i2.43482 ◽

2020 ◽

Vol 8 (2) ◽

Author(s):

Fidiyah Cutriani Sari

Keyword(s):

Customer Satisfaction ◽

Customer Experience ◽

Ease Of Use ◽

Repurchase Intention ◽

Perceived Ease Of Use ◽

Perceived Enjoyment ◽

Music Distribution ◽

The Impact ◽

The Relationship ◽

Positive Effect

The purpose of this research is to analyze the impact of Perceived Ease of Use towards Perceived Enjoyment and Customer Experience to Customer Satisfaction and Repurchase Intention. The digital world offers many business opportunities to companies that run platforms turning web-users into subscribers. The high trend of digital music distribution affects music sales in the physical form, seen from the income which decreases from year to year. From this point we can see that it is undeniable Customer Satisfaction and Repurchase Intention plays an important factor in music streaming service. In this research, the data analysis method used is Structural Equation Model Partial Least Square (SEMPLS) method. To conduct analysis using PLS method, this research is using smartPLS 3.0 software.The hypothesis of the research are H1:Perceived Ease of Use has a positive effect to Perceived Enjoyment, H2: Perceived Ease of Use has a positive effect to Experience, H3: Perceived Enjoyment has a positive effect to Customer Experience, H4: Perceived Enjoyment has a positive effect to Customer Satisfaction, H5: Customer Experience has a positive effect to Customer Satisfaction, H6: Customer Satisfaction has a positive effect to Repurchase Intention. H7: Perceived Enjoyment mediates the relationship between Perceived Ease of Use and Customer Satisfaction. H8: Customer Experience mediates the relationship between Perceived Ease of Use and Customer Satisfaction. H9: Customer Satisfaction mediates the relationship between Perceived Enjoyment and Repurchase Intention. H10: Customer Satisfaction mediates the relationship between Customer Experience and Repurchase Intention. The result of this research shows that H1, H3, H4, H5, H6, H7, H9 and H10 are accepted but H2 and H8 are rejected.Keyword: Perceived Ease of Use, Perceived Enjoyment, Customer Experience, Customer Satisfaction, Repurchase IntentionReferences:Traver, L. &. (2017). E-Commerce 2017, 13th Edition. Pearson.McCourt T., & P., B. (2003). When Creators, Corporations and Consumers Collide: Napster and The Development of On-line Music Distribution. Media, culture & society 25(3), 333-350.Viviero, & Nakano. (2008). Cadeia de produção da indústria fonográfica e as gravadoras independentes.Davis F D, Bagozzi R P, & R., W. P. (1992). .Extrinsic and Intrinsic Motivation to Use Computers in the Workplace. Journal of Applied and Social Psychology, 22(14):1111-1132.Davis, F. D. (1989). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. IT usefulness and ease of use, 4.Lovelock, C., & Wright., H. L. (2011). Manajemen Pemasaran Jasa. Jakarta: PT. Indeks (Gramedia Group).Lu, C. L., Chang, H.-H., & Yu, S.-T. (2013). Online Shoppers: Perceptions of E-retailers’ ethics, cultural orientation, and loyalty. An Exploratory study in Taiwan, Internet Research, and Vol. 23 Issue: 1,, 47-68.Kotler, P., & Keller, K. L. (2012). Marketing Management. Harlow, Boston MA: Pearson Education.Sugiyono. (2014). Metode Penelitian Pendidikan Pendekatan Kuantitatif, Kualitatif, dan R&D

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An Empirical Study on the Adoption of E-Commerce in Pondicherry.

Think India ◽

10.26643/think-india.v22i2.8731 ◽

2019 ◽

Vol 22 (2) ◽

pp. 305-314

Author(s):

Kishore Raaj Suresh

Keyword(s):

Data Analysis ◽

Design Methodology ◽

Measurement Instrument ◽

Ease Of Use ◽

Perceived Usefulness ◽

Perceived Ease Of Use ◽

Validity And Reliability ◽

Personal Cost ◽

Perceived Security ◽

Perceived Enjoyment

Purpose – This study investigates the consumer’s technology adoption toward electronic commerce. In addition to the variables perceived usefulness and perceived ease of use derived from TAM, the study included and tested factors like perceived security, perceived product value, personal cost, perceived enjoyment, perceived cost and perceived quality. Design/methodology/approach – A questionnaire was developed primarily based on the available scales in the already published literature. All model constructs requested participants to indicate their perceptions of Likert-style responses. The data analysis was executed using Smart PLS to test the validity and reliability of the measurement instrument.

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Consumer E-Loyalty for E-Grocery Shopping in a Metro City of India

Research Anthology on E-Commerce Adoption, Models, and Applications for Modern Business ◽

10.4018/978-1-7998-8957-1.ch082 ◽

2021 ◽

pp. 1612-1632

Author(s):

Sablu Khan ◽

Adil Khan

Keyword(s):

Factor Analysis ◽

Online Survey ◽

Ease Of Use ◽

Purchase Behavior ◽

Grocery Shopping ◽

Perceived Ease Of Use ◽

Confirmatory Factor ◽

Grocery Purchase ◽

Flow Variables

This study focuses on the e-loyalty of the grocery consumers. Understanding online behavior in developing countries is an emerging issue in these days. The purpose of this research is to examine the effects of antecedents of flow on attitude and perceived ease of use in the context of online grocery purchase behavior in a developing country perspective. Further, the study also examines the role of attitude and perceived ease of use in building e-loyalty. The present study analyzes the data of 250 respondents collected through an online survey. The data were analyzed employing exploratory factor analysis (EFA), confirmatory factor analysis (CFA), and structural equational modeling (SEM). The results show that the flow variables (concentration and enjoyment) have a positive but differential effect on attitude towards online grocery purchase. However, both concentration and enjoyment were equally important in influencing the perceived ease of use. The study also found that attitude positively influences the e-loyalty, and perceived ease of use influences both attitude and e-loyalty.

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Consumer E-Loyalty for E-Grocery Shopping in a Metro City of India

International Journal of E-Adoption ◽

10.4018/ijea.2020070102 ◽

2020 ◽

Vol 12 (2) ◽

pp. 16-33

Author(s):

Sablu Khan ◽

Adil Khan

Keyword(s):

Factor Analysis ◽

Online Survey ◽

Ease Of Use ◽

Purchase Behavior ◽

Grocery Shopping ◽

Perceived Ease Of Use ◽

Online Behavior ◽

Confirmatory Factor ◽

Grocery Purchase ◽

Flow Variables

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PENGARUH NILAI UTILITARIAN DAN PERSEPSI KEMUDAHAN PENGGUNAAN TERHADAP KEPUASAN UNTUK MENINGKATKAN NIAT BELI ULANG (Studi pada Pengguna Aplikasi E-Money Merek OVO di Kota Denpasar dan Kabupaten Badung)

E-Jurnal Manajemen Universitas Udayana ◽

10.24843/ejmunud.2020.v09.i06.p05 ◽

2020 ◽

Vol 9 (6) ◽

pp. 2147

Author(s):

Lady Charisma ◽

Ni Wayan Sri Suprapti

Keyword(s):

Regression Analysis ◽

Sampling Technique ◽

Ease Of Use ◽

Repurchase Intention ◽

Perceived Ease Of Use ◽

Validity And Reliability ◽

Repurchase Intentions ◽

Utilitarian Value ◽

Simple Regression Analysis ◽

Simple Regression

The purpose of this study is to determine the effect of utilitarian value and perceived ease of use on satisfaction to increase repurchase intentions. The study was conducted in Denpasar City and Badung Regency involving 104 respondents who met the criteria based on purposive sampling technique. The questionnaire was tested on 30 respondents in advance to find out the accuracy and consistensy of the questionnaire through validity and reliability tests. Furthermore, the overall data received was analyzed using multiple regression analysis and simple regression analysis. The results found that utilitarian value and perceived ease of use have a positive and significant effect on satisfaction, satisfaction has a positive and significant effect on repurchase intention, and utilitarian value is the most variabel that affected the satisfaction. Keywords: utilitarianivalue, perceivediease ofiuse, satisfaction, repurchaseiintention

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THE EFFECT OF PERCEIVED EASE OF USE AND PERCEIVED SECURITY TOWARD SATISFACTION AND REPURCHASE INTENTION

Jurnal Muara Ilmu Ekonomi dan Bisnis ◽

10.24912/jmieb.v5i1.10489 ◽

2021 ◽

Vol 5 (1) ◽

pp. 145

Author(s):

Nicholas Wilson ◽

Meilisa Alvita ◽

Jensen Wibisono

Keyword(s):

Customer Satisfaction ◽

Positive Impact ◽

Ease Of Use ◽

Survey Method ◽

Repurchase Intention ◽

Perceived Ease Of Use ◽

Data Analyses ◽

Perceived Security ◽

User Friendly ◽

New System

Penelitian ini dilakukan guna mengetahui bagaimana pengaruh Perceived Ease of Use dan Perceived Security terhadap Customer Satisfaction dan Repurchase Intention pada sektor B2C E-Commerce di Indonesia. Penelitian ini menggunakan metode survei, dimana, kuesioner dipilih sebagai metode untuk mengumpulkan data yang diperlukan pada penelitian ini. Sebanyak 250 responden berpartisipasi pada penelitian ini, dimana, dari 250 data yang terkumpul, sebanyak 226 data dinyatakan Valid dan Reliable, sehingga dapat digunakan untuk selanjutnya diproses pada penelitian ini. Data yang telah dinyatakan Valid dan Reliable selanjutnya akan dianalisa dengan metode PLS-SEM. Berdasarkan hasil analisis data yang telah dilakukan, peneliti dapat menyimpulkan bahwa Perceived Ease of Use dan Perceived Security terhadap Customer Satisfaction dan Repurchase Intention pada sektor B2C E-Commerce di Indonesia. Adapun hasil dari penelitian ini menunjukkan bahwa penting bagi setiap perusahaan B2C E-Commerce di Indonesia di dalam menciptakan suatu sistem e-commerce yang aman yang mampu melindungi para pembeli serta penjual dari kemungkinan akan munculnya kasus pencurian data ketika kedua belah pihak melakukan transaksi pembelian dan penjualan pada laman e-commerce yang dikembangkan oleh perusahaan. Selain itu juga, hasil yang diperoleh pada penelitian ini juga menunjukkan bahwa penting bagi perusahaan B2C E-Commerce di Indonesia untuk dapat mengembangkan serta menciptakan serta mengimplementasikan sistem yang bukan hanya akan membuat konsumen dapat secara cepat mempelajari sistem tersebut, namun juga guna mengurangi ataupun menghilangkan kemungkinan dari munculnya kebingungan ataupun kesulitan yang konsumen alami ketika mengakses laman E-Commerce yang dikembangkan oleh pihak perusahaan. This study was commenced in order to assess whether or not both Perceived Ease of Use and Perceived Security positively affect Customer Satisfaction and Repurchase Intention in the B2C E-Commerce sector in Indonesia. This research implement survey method, in which questionnaires were chose as the tools which will be used to collect all of the data needed for the completion of this study. A total of 250 respondents participated in this study, in which a total of 226 valid, reliable and usable data were further analyzed using PLS-SEM method in order to generate the results and findings required to complete this study. Based on the results of the data analyses, authors would like to conclude that both Perceived Ease of Use and Perceived Security have a significant and positive impact toward Customer Satisfaction and Repurchase Intention both in a direct and indirect manner in the B2C E-Commerce sector in Indonesia. The results obtained in this study underlined the importance of building a safe and secure system by any B2C E-Commerce companies in Indonesia, in which such system will protect both the buyers and the sellers from the possibility of getting their data stolen by irresponsible parties while both the buyers and the sellers are conducting business transacations through the website. Furthermore, the results generated in this study also underline the importance of establishing and developing a user-friendly and effective e-commerce system, which not only will make it easier and faster for the users to learn about the new system installed or implemented on the website, but also will reduce or eliminate any difficulties or confusion which consumers might felt while using the systems implemented by the companies.

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Perceived ease of use, trust, dan customer satisfaction sebagai prediktor terhadap repurchase intention

Jurnal Manajemen Maranatha ◽

10.28932/jmm.v20i2.3244 ◽

2021 ◽

Vol 20 (2) ◽

pp. 107-118

Author(s):

Yanico Yanico ◽

Keni Keni

Keyword(s):

Data Collection ◽

Customer Satisfaction ◽

Data Processing ◽

Ease Of Use ◽

Repurchase Intention ◽

Perceived Ease Of Use ◽

Security Systems ◽

Processing Data ◽

Product Search ◽

Customer Trust

This study aimed to determine wheteher or not the perceived ease of use, trust, and customer satisfaction can predict repurchase intention at the e-commerce industry in Jakarta. This study applies online questionnaires that are distributed electronically for data collection. In data collection, 195 respondents participed in filling out the questionnaire, and 176 data could be processed in data processing. Data processing in this study used the PLS-SEM approach, which is using the help of SMART PLS software. Based on the results of data analysis in this study, researchers concluded that the perceived ease of use, trust, and customer satisfaction are significant in predicting repurchases intentions. The results of this research are expected to be information for e-commerce companies to establish strategies related to the use of applications in improving the ease of use of e-commerce applications in the form of ease of product search and ease of payment processing and delivery. In addition, the results of the research are expected that e-commerce companies can provide reliable services and reliable and guaranteed security systems to increase customer trust. Furthermore, e-commerce companies can develop various marketing programs to improve customer satisfaction.

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