scholarly journals PENGARUH PENGALAMAN PELANGGAN DAN KEPERCAYAAN TERHADAP NIAT BELI ULANG SECARA ONLINE MELALUI KEPUASAN PELANGGAN (Studi Pada Situs Online Berrybenka.com)

2018 ◽  
Vol 7 (10) ◽  
pp. 5343
Author(s):  
Ni Luh Dian Yolandari ◽  
Ni Made Wulandari Kusumadewi
Keyword(s):  
Customer Satisfaction ◽  
Purchase Intention ◽  
Online Shopping ◽  
Customer Experience ◽  
Repurchase Intention ◽  
Repurchase Intentions ◽  
Analysis Techniques ◽  
Buy Back ◽  
Scale Data

The purpose of this study to determine the effect of customer experience, trust, customer satisfaction and re-purchase intention at online shopping site Berrybenka.com. The study was conducted in Denpasar City, using sample size of 112 people. Data were obtained by distributing questionnaires measured by Likert Scale. Data analysis techniques used in the form of classical assumption test, path analysis and equipped with test sobel. The results of this study indicate that customer experience and trust have a positive and significant effect on customer satisfaction. Customer experience and trust have a positive and significant impact on repurchase intentions. Customer satisfaction is able to positively mediate and significantly impact the customer's experience on repurchase intentions. Customer satisfaction is able to positively and positively mediate the effect of trust on repurchase intentions. Berrybenka.com is expected to maintain and even increase customer satisfaction so that it will impact on the intention to buy back. With the intention of buy back can affect the quality of online shopping site Berrybenka.com. Keywords : customers experience, trust, customer satisfaction, and repurchase intention

scholarly journals ANTESEDEN KEPUASAN PELANGGAN DAN DAMPAKNYA PADA NIAT PEMBELIAN ULANG

2018 ◽  
Vol 7 (4) ◽  
pp. 1892
Author(s):  
Zhafira Raihana ◽  
Putu Yudi Setiawan
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Repurchase Intention ◽  
Repurchase Intentions ◽  
Business Opportunity ◽  
Analysis Techniques

In this era, one of the business opportunity is cafe business. This study aims to explain the effect of store atmosphere, service quality, and customer satisfaction on repurchase intentions, and the role of customer satisfaction mediates the influence of store atmosphere and service quality on repurchase intentions. The research was conducted at The Night Market Cafe & Co Working in Denpasar, using 150 respondents and data analysis techniques in the form of Path Analysis. The results of this study indicate that the store atmosphere and service quality have a positive and significant impact on customer satisfaction. The atmosphere and quality of service have a positive and significant influence on repurchase intention. Customer satisfaction has a positive and significant impact on repurchase intentions. In addition, the results of this study also show that customer satisfaction is able to mediate the effect of store atmosphere and service quality on repurchase intention at The Night Market Cafe & Co Working. Keywords: shop atmosphere, service quality, customer satisfaction, repurchase intention

scholarly journals PENGARUH CITRA MEREK, KUALITAS PRODUK DAN PERSEPSI HARGA TERHADAP KEPUASAN DAN NIAT BELI ULANG

2018 ◽  
Vol 7 (10) ◽  
pp. 5748
Author(s):  
Ida Ayu Putu Dian Savitri ◽  
I Made Wardana
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Purchase Intention ◽  
Brand Image ◽  
Reliability Test ◽  
Repurchase Intentions ◽  
Validity Test ◽  
Collection Data ◽  
Buy Back

Repeat intention is one of the important factors for the company. The re-purchase intention of a product arises because the consumer is satisfied with the product purchased previously. One of the keys in creating a buy-back intention is to increase customer satisfaction. This research was conducted in Denpasar City involving 120 respondents. The purposive sampling method is chosen as the method of data collection. Data collection was done by distributing questionnaires containing statements relating to brand image variables, product quality, price perceptions, customer satisfaction and re-purchase intentions. Furthermore, data from the results of collecting the questionnaire is processed by using the validity test, and reliability test to determine the feasibility and consistency of indicators in the questionnaire. In addition to the validity test and reliability test, another test is performed path analysis. The results of this study found that, brand image, product quality and price perception have a positive and significant impact on customer satisfaction. Brand image is the most dominant variable affecting customer satisfaction. Customer satisfaction also has a positive and significant impact on repurchase intentions. So it can be concluded that creating the intention to buy back on consumers can be done by increasing customer satisfaction.

scholarly journals PENGARUH PERSEPSI KUALITAS PRODUK, PENGALAMAN BELANJA ONLINE, DAN AKSES INFORMASI TERHADAP NIAT BELI ULANG ( Studi Pada Pembelian Online Sepatu Sepak Bola Merek Specs Di Kota Denpasar)

2019 ◽  
Vol 8 (4) ◽  
pp. 2524
Author(s):  
Wayan Sudangga Aditya ◽  
Made Jatra
Keyword(s):  
Product Quality ◽  
Purchase Intention ◽  
Online Shopping ◽  
Product Information ◽  
Information Access ◽  
Repurchase Intention ◽  
Repurchase Intentions ◽  
Shopping Experience ◽  
Influence Perceptions ◽  
Positive Effect

This study aims to explain the influence perceptions of product quality, online shopping experience, and access to information on repurchase intentions. This research was conducted in Denpasar involving 100 respondents. To obtain data, this study used questionnaires, observation and interviews. Data analysis techniques used multiple linear regression. The results of this study state that product quality, online shopping experience, and information access have a significant positive effect on repurchase intention. Specs management should provide detailed information on each product, information that’s always updated, carefully re-examine the goods sent. that consumers are interested in repurchasing and not getting the wrong information. Keyword: perception of product quality, online shopping experience, infromation access, purchase intention

scholarly journals Repurchase intention behavior in B2C E-commerce

2022 ◽  
Vol 6 (1) ◽  
pp. 147-154 ◽  
Author(s):  
I Made Artana ◽  
Hartina Fattah ◽  
I Gede Juliana Eka Putra ◽  
Ni Luh Putu Sariani ◽  
Maryan Nadir ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Business Strategy ◽  
Structural Equation ◽  
Quantitative Methods ◽  
Repurchase Intention ◽  
Electronic Service ◽  
Online Retailers ◽  
Buy Back

The intention to buy back is one of the objectives of the business strategy. This study aims to analyze the effect of mediating customer satisfaction on e-service and repurchase intention. This analytical study was conducted on e-commerce that is widely used by Indonesia, namely Shopee.co.id. The rapid growth of e-commerce, both C2C and B2B, has made online retailers compete in the online retail business. The intention to buy back is no longer solely due to the quality of service like an offline business. The purpose of this study is to analyze the role of mediating customer satisfaction from the quality of E-Commerce on repurchase intention in E-Commerce that has implemented a combination of C2B and B2B. Quantitative methods with structural equation analysis (SEM) and path analysis were used to analyze data using LISREL. The questionnaire is distributed to respondents used as samples taken from the population for this research. The researched population is user of Shopee.co.id in Indonesia, whereas samples of the population are randomly taken. The samples of this research are 279 respondents. The results of this study found that there is no significant direct effect of electronic service quality on repurchases intentions, but when customer satisfaction acts as a mediating variable, it shows that electronic service quality affects repurchase intention significantly through customer satisfaction. This study will help online retailers to find out what factors influence customers to make repeat purchases.

scholarly journals Factors Affecting Customer Experience of E-Commerce in Pakistan

2019 ◽  
Vol 1 (2) ◽  
pp. 76-79
Author(s):  
Waqas Zaki ◽  
◽  
Areej Tayyab ◽  
Aeman Hassan
Keyword(s):  
Purchase Intention ◽  
Online Shopping ◽  
Sampling Technique ◽  
Customer Experience ◽  
Comfort Level ◽  
Factors Affecting ◽  
Security Issues ◽  
Study Results ◽  
Online Stores

The study is regarding analyzing the factors affecting customer experience of e-commerce in Pakistan through the quality of the product, safety of application, delivery guarantee, and offers. Using the purposive sampling technique total of 180 questionnaires were collected from the people having the experience of online shopping in Lahore, Pakistan. The study shows the factors and their roles towards raising the customer experience of e-commerce. This study's results reveal that the perception of customers is that the quality of the product, application safety, offers, and the delivery guarantee affects the customer comfort level and satisfaction level. The study results also reveal that the lower delivery charges, guaranteed delivery, and no safety risks motivate the customers to go for online shopping. It concluded that if the marketers concentrate on the factors like product quality, security issues, delivery risks, and the financial risks, it increases the customers. Limited literature has been documented in Pakistan, particularly regarding customer perception for online shopping because there are too many factors that affect the purchase intention. The results of the study might be beneficial for the online marketers/ companies with online stores/ e-commerce stores.

scholarly journals PENGARUH KUALITAS PRODUK, KEMUDAHAN, DAN HARGA TERHADAP NIAT BELI ULANG DENGAN KEPUASAN SEBAGAI VARIABEL INTERVENING (Studi Pada Pelanggan Produk Fashion Melalui Toko online di Surabaya)

2016 ◽  
Vol 16 (1) ◽  
pp. 84
Author(s):  
Marisa Arnindita Palma ◽  
Anik Lestari Andjarwati
Keyword(s):  
Product Quality ◽  
Online Shopping ◽  
Repurchase Intention ◽  
Security Risks ◽  
Repurchase Intentions ◽  
Fashion Products ◽  
Internet Users ◽  
Online Stores ◽  
Data Collection Technique

ABSTRACT The increasing internet users in the world led to the changes of online shopping model. High security risks of online shopping actually increase the growth of online stores world wide. One of the best selling products sold in online stores are fashion products whereas such products are experience goods. The purpose of this study was to analyze and discuss the influence of the products quality , eases, and prices  on the repurchase intention and satisfaction as an intervening variable. Satisfaction was measured by several drivers of satisfaction to determine the extent of repurchase intention made by fashion product customer. Respondents in this study were women and men aged 20- 40 years who have made purchases of fashion products in online store at least twice with the last purchase is within the last six month. The sampling method used was non probability sampling and sampling techniques used was judgmental sampling. The sample used in this research was 210. Data collection technique used in this study was questionnaire. Data were analyzed using path analysis with AMOS program. The results of this study indicate that the product quality, ease, and price have a significant effect on satisfications. Ease significantly influence the repurchase intentions While the quality of the product does not affect the repurchase intentions and the price negatively affect of the repurchase intention. The results of this study also show that the product quality, ease, and price has indirect influence on repurchase intentions and  through satisfaction as mediating variables. But, the first mediation test (product quality) was proven to be  fully mediating while the ease and price was proven to be partially mediating. 

scholarly journals Anteseden Kepuasan Pelanggan terhadap Niat Beli Ulang

Telaah Bisnis ◽  
2021 ◽  
Vol 21 (1) ◽  
pp. 31
Author(s):  
Shafira Fitri Cahyaning Ratri ◽  
Anas Hidayat
Keyword(s):  
Social Media ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Sem Analysis ◽  
Perceived Usefulness ◽  
Primary Data ◽  
Repurchase Intention ◽  
Repurchase Intentions ◽  
Program Data

This study aims to analyze the antecedents of repurchase intention on Apples smartphones. The population used in this study is the Indonesian people. While the sample taken from this study was 250 respondents. The data used in this research is primary data via google form which is distributed online through social media. The sampling technique used in this study was Convienence Sampling. The data were processed by SEM analysis using the AMOS program. Data variables used in this study consisted of variables of service quality, perceived usefulness, customer satisfaction and repurchase intention. The results of the data analysis conducted indicate that there is a positive and significant influence on service quality variables on perceived usefulness, service quality on customer satisfaction, service quality on repurchase intentions, perceived usefulness on customer satisfaction, perceived usefulness on repurchase intentions and satisfaction. customers against repurchase intentions.

scholarly journals South African generation-X online shopper satisfaction and their repurchase intentions

2016 ◽  
Vol 13 (3) ◽  
pp. 371-379 ◽  
Author(s):  
Jobo Dubihlela ◽  
Difference Chauke
Keyword(s):  
Customer Satisfaction ◽  
South African ◽  
Social Exchange ◽  
Generation X ◽  
Online Shopping ◽  
Target Population ◽  
Jel Classification ◽  
Future Research ◽  
Repurchase Intentions ◽  
Brick And Mortar

The growth of online shopping channels gradually forces brick and mortar retailers to explore the importance of online shopping trends and online customer behavior. While maintaining customer satisfaction has been recognized as one of the essential factors for business survival and growth, this has not been sufficiently explored for online shopping platforms. Understanding what online constructs appeal to generation-X consumers is critical for organization that would want to pursue virtual business platforms. From a brief literature review in this study, it could be said that online customer satisfaction and its influences on online repurchase intentions in the South African retailing environment remain sparsely researched. Therefore, this study seeks to analyze the dimensions of online customer satisfaction and regress the online satisfaction dimensions on repurchase intentions of generation-X consumers. An attempt is made to apply the theory of planned behavior and social exchange in the adapted conceptual of the study. These theories are deemed to provide an appropriate theoretical grounding to this study. The target population was South African generation-X online consumers in Gauteng. A total of 377 questionnaires were received for data analysis. Implications of the research findings are discussed and limitations and future research directions are provided. Keywords: online shoppers, online customer satisfaction, repurchase intentions, generation-X consumers, South Africa. JEL Classification: M1, M30, M31, L10

Predicting young customers’ intention to repurchase green plastic products: incorporating trust model into purchase intention model

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Dwi Suhartanto ◽  
Ani Kartikasari ◽  
Raditha Hapsari ◽  
Bambang Setio Budianto ◽  
Mukhamad Najib ◽  
...  
Keyword(s):  
Purchase Intention ◽  
Developed Countries ◽  
Trust Model ◽  
Repurchase Intention ◽  
Content Type ◽  
Repurchase Intentions ◽  
Proposed Model ◽  
Young Consumers ◽  
Green Trust ◽  
Plastic Products

Purpose This study aims to assess young customers’ repurchasing intentions toward green plastic products by incorporating green trust model into green purchase intention model. It also evaluates the role of gender moderation in the green repurchase intention formation model. Design/methodology/approach A total of 314 young consumers of green plastic products in Bandung, Indonesia were determined for this study. This study used variance-based partial least squares (PLS) to evaluate the proposed model and examine the hypothesized relationship, by means of SmartPLS 3. The construct validity and reliability were evaluated by testing the measurement model, while the proposed hypotheses were examined by testing the structural model. Findings The assessment of the proposed model using PLS reveals that the incorporation of green trust model increases the prediction strength of green repurchase intentions model on green plastic products. Further, this study shows that, in general, gender did not moderate the formation of green repurchase intentions. Research limitations/implications Besides broadening the green repurchase intention theory, this finding offers a direction for green plastic businesses to improve their capability and their marketing strategies. This study offers an important contribution in understanding young consumers’ intentions to buy green plastic products, although it has several drawbacks. In the future, to increase its generalization, this study can be replicated on young consumers in other developing and developed countries, and this model can also be tested in other segments. Originality/value To the best of the authors’ knowledge, there are no published studies that have tested the repurchase intention model for green plastic products, and none of the past studies have incorporated these models to explain repurchase intention toward green plastic products. Furthermore, the inclusion of gender roles in green repurchase intentions for green plastic products is important to be explored.

Sign in / Sign up

Export Citation Format

Share Document