scholarly journals Prediksi Website Design Quality dan Service Quality terhadap Repurchase Intention Pada Pelanggan Shopee di Jakarta Dengan Customer Trust Sebagai Mediasi

2020 ◽  
Vol 2 (4) ◽  
pp. 1033
Author(s):  
Melissa Priscillia ◽  
Herlina Budiono
Keyword(s):  
Service Quality ◽  
Website Design ◽  
Sampling Techniques ◽  
Questionnaire Data ◽  
Repurchase Intention ◽  
Design Quality ◽  
Convenience Sampling ◽  
Data Collection Technique ◽  
Customer Trust ◽  
The Impact

This study aims to analyze and know about the impact of website design quality and service quality are the predictor to customer trust, whether customer trust is predictor to repurchase intention, whether website design quality and service quality are predictor to repurchase intention through customer trust on Shopee website customers in Jakarta. This study used 170 samples selected using convenience sampling techniques, where the selected sample were of Shopee’s customers in Jakarta. The data collection technique was carried out using a questionnaire. Data were analyzed using PLS-SEM. The result of this research is that website design quality and service quality may positively predict customer trust, customer trust may positively predict repurchase intention, website design quality and service quality may positively predict repurchase intention through customer trust. Tujuan penelitian ini adalah untuk mengetahui apakah kualitas desain situs web dan kualitas layanan merupakan prediktor terhadap kepercayaan pelanggan, apakah kepercayaan pelanggan merupakan prediktor terhadap niat beli kembali, apakah kualitas desain situs web dan kualitas layanan merupakan prediktor terhadap niat beli kembali melalui kepercayaan pelanggan pada pelanggan situs web Shopee di Jakarta. Penelitian ini menggunakan 170 sampel yang dipilih dengan menggunakan teknik convenience sampling, dimana sampel yang dipilih adalah pelanggan situs web Shopee di Jakarta. Teknik pengambilan data dilakukan dengan menggunakan kuesioner. Data dianalisis dengan menggunakan PLS-SEM. Hasil penelitian ini adalah apakah kualitas desain situs web dan kualitas layanan dapat memprediksi secara positif kepercayaan pelanggan, kepercayaan pelanggan dapat memprediksi secara positif niat beli kembali, apakah kualitas desain situs web dan kualitas layanan dapat memprediksi secara positif niat beli kembali melalui kepercayaan pelanggan.

scholarly journals PENGARUH WEBSITE DESIGN QUALITY DAN KUALITAS JASA TERHADAP REPURCHASE INTENTION : VARIABEL TRUST SEBAGAI VARIABEL MEDIASI

2018 ◽  
Vol 11 (2) ◽  
pp. 291
Author(s):  
Nicholas Wilson ◽  
Keni Keni
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Positive Impact ◽  
Equation Modeling ◽  
Survey Method ◽  
Website Design ◽  
Quality Service ◽  
Repurchase Intention ◽  
Design Quality ◽  
The Impact

<p><em>This research was conducted in order to assess the direct and indirect effect of website design quality and service quality toward consumers’ repurchase intention, both directly and indirectly through trust in the Indonesian e-commerce industry. This research implemented survey method, in which questionnaire were distributed to a total of 270 respondents, thus enabling the data to be analyzed. Data were collected from three cities in the Indonesian regions, which are Jakarta, Bandung, and Tangerang.  Data were analyzed using partial least squares-structural equation modeling (PLS-SEM) method. Based on the results of the data analysis, it was revealed that both website design quality and service quality had a positive impact on Indonesian consumers’ repurchase intention, both directly or indirectly. Furthermore, trust partially mediated the impact between website design quality, service quality, and repurchase intention.  </em></p>

scholarly journals The Effect of Website Design Quality and Service Quality toward Repurchase Intention in the E-commerce Industry: A Cross-Continental Analysis

2019 ◽  
Vol 21 (2) ◽  
pp. 187
Author(s):  
Nicholas Wilson ◽  
Keni Keni ◽  
Pauline Henriette Pattyranie Tan
Keyword(s):  
Service Quality ◽  
Survey Method ◽  
Website Design ◽  
Repurchase Intention ◽  
American Continent ◽  
Design Quality ◽  
Asian Continent ◽  
European Continent ◽  
Australian Continent ◽  
The Relationship

The purpose of this study is to examine and understand the effect of website design quality and service quality toward consumers’ repurchase intention in the Asian, European, American, and Australian e-commerce industry. This research implemented survey method, in which questionnaires were chosen as instruments for data collection. A total of 1000 questionnaires were electronically distributed to the respondents across four continents, in which a total of 869 were deemed usable. Out of 869 questionnaires, a total of 200 questionnaires collected from respondents living in the Asian continent, 189 questionnaires collected from respondents living in the American continent, 243 questionnaires collected from respondents living in the European continent, and 237 questionnaires collected from respondents living in the Australian continent. This research implemented PLS-SEM method to analyze and generate findings from the data. Based on the results generated from the analysis of the data, it could be concluded that in the Asian, Australian, and European continents, service quality played a more important and significant role in affecting consumers’ repurchase intention in the e-commerce industry compared to website design quality. In contrast, the results generated in this research also concluded that website design quality played a more important role in affecting consumers’ repurchase intention in the American e-commerce industry. Furthermore, customer satisfaction mediated the relationship between website design quality and service quality toward consumers’ repurchase intention in the Asian, Australian, European, and American e-commerce industry.

scholarly journals Prediksi Estetika, Sikap Terhadap Merek, Dan Persepsi Harga Terhadap Niat Pembelian Iphone

2020 ◽  
Vol 2 (2) ◽  
pp. 380
Author(s):  
Geraldo Hankho ◽  
Cokki Cokki
Keyword(s):  
Data Collection ◽  
Purchase Intention ◽  
Business Students ◽  
Brand Attitude ◽  
Sampling Techniques ◽  
Questionnaire Data ◽  
Perceived Price ◽  
Convenience Sampling ◽  
Data Collection Technique ◽  
Over Time

Currently the number of smartphone users has increased over time, where the iPhone is one of Apple's most popular devices. The purpose of this study was to examine whether aesthetics, brand attitude, and perceived price were positive predictors of iPhone purchase intention at Tarumanagara University Faculty of Economics and Business students. This study used 100 samples selected using convenience sampling techniques, where the selected sample were students of the Faculty of Economics and Business at Tarumanagara University who had used an iPhone. The data collection technique was carried out using a questionnaire. Data were analyzed using PLS-SEM. The results of this study indicate that brand attitude, and perceived price are positive predictors of purchase intention, while aesthetics are not positive predictors of purchase intention. Saat ini jumlah pengguna smartphone semakin meningkat seiring berjalannya waktu, dimana iPhone merupakan salah satu perangkat Apple yang paling populer. Tujuan penelitian ini adalah untuk menguji apakah estetika, sikap terhadap merek, dan persepsi harga merupakan prediktor positif untuk niat pembelian iPhone pada mahasiswa Fakultas Ekonomi dan Bisnis Universitas Tarumanagara. Penelitian ini menggunakan 100 sampel yang dipilih dengan menggunakan teknik convenience sampling, dimana sampel yang dipilih adalah mahasiswa Fakultas Ekonomi dan Bisnis Universitas Tarumanagara yang pernah menggunakan iPhone. Teknik pengambilan data dilakukan dengan menggunakan kuesioner. Data dianalisis dengan menggunakan PLS-SEM. Hasil penelitian ini menunjukkan bahwa sikap terhadap merek, dan persepsi harga merupakan prediktor positif untuk niat pembelian, sedangkan estetika bukan merupakan prediktor positif untuk niat pembelian.

scholarly journals PERAN MODERASI PERCEIVED CORPORATE SOCIAL RESPONSIBILITY DALAM PENGARUH TRUST TERHADAP LOYALITAS DAN REPURCHASE INTENTION PADA AIR MINUM DALAM KEMASAN MEREK AQUA DI SURABAYA

2017 ◽  
Vol 9 (2) ◽  
Author(s):  
Christina Esti Susanti
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Customer Loyalty ◽  
Repurchase Intention ◽  
Marketing Managers ◽  
Corporate Social ◽  
Customer Trust ◽  
The Impact

In recent business competition, marketing managers try to satisfying consumers and building stable-long term relationship between company and consumer. The relationship needs consumer’s trust to company. That is why marketing managers are interested in knowing the impact of trust, loyalty and corporate social responsibility (CSR) toward customer retention (repurchase intention) in order to develop the long term profitability of the company. The long term relationship with consumers results in profitability and also impacts of survival and company development. In other word, trust influences toward loyalty and consumer retention. In the same moment, it is not surprising that academicians and practitioner effort to understand trust, customer loyalty, repurchase intention and CSR. This research examines firstly, influence of customer trust toward customer loyalty. Secondly, the research examines influence of customer loyalty toward repurchase intention. Thirdly, the research examines the role of perceived CSR as a moderating variable on the influence customer trust toward customer loyalty. The packaged-drinking water Aqua is taken as the research context because the Aqua company have donated 10 litter clean water in East Indonesia for each of one litter consumer buying. The result of the research shows that perceived CSR play a strong and positive role of influencing trust toward loyalty. Otherwise, trust influences strongly toward loyalty and loyalty influences strong enough toward repurchase intention. The result is expected to give managerial benefit for Aqua Company and also theoretical development in marketing related to the moderation role of perceived CSR in the influence of trust toward loyalty and repurchase intention.

scholarly journals The Effect of Service Quality, Trust, Brand Image on Customer Satisfaction (Study on Cimb Niaga Tabungan Bisnis PT. Bank Cimb Niaga Tangerang Bintaro Branch)

2020 ◽  
Vol 5 (8) ◽  
pp. 1767-1772
Author(s):  
Defi Alfianto ◽  
Dr. Tafiprios, SE,. MM
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Brand Image ◽  
Partial Least Square ◽  
Least Square ◽  
Survey Method ◽  
Questionnaire Data ◽  
Analysis Method ◽  
Convenience Sampling

In this researchpintends to analyze the influence of service quality, trust, brand image and customer satisfaction. The object of this research is the customer of bank cimb niaga branch tanggerang bintaro the number of samples specified is a total of 100 respondents by using slovin calculation method. The sample withdrawal method uses Convenience Sampling. The method performed for data collection using the survey method, with research instruments is a questionnaire. Data analysis method using SEM Partial Least Square (PLS).. Penelitian has proven telah that thequality of service has a positive and significant effect on customer satisfaction,trust kepercayaan has a positive and significant effect on customer satisfaction,and the brand image has a positive and significant effect on pt customer satisfaction. Bank CIMB Niaga Tangerang Bintaro Branch

scholarly journals IMPACT OF SERVICE QUALITY, TRUST, AND CUSTOMER SATISFACTION ON CUSTOMER LOYALTY IN PT MEGA MANUNGGAL PROPERTY TBK

2019 ◽  
Vol 6 (1) ◽  
pp. 33-42
Author(s):  
Maria Anna Stefanie ◽  
Badikenita Sitepu
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Primary Data ◽  
Distribution Method ◽  
Good Reputation ◽  
Customer Trust ◽  
The Impact

In order to compete, survive, and grow the company is required to provide a good quality services to meet the needs and desires of its customers. Companies must be able to maintain a good reputation in the eyes of its customers. A good quality services will tend to give more satisfaction to the customers who use the services of the company. With emphasis on good service it will build a long-term profitable relationships with customers while also achieving customer loyalty. Therefore, this study is aiming to determine the importance of the impact of service quality, trust and customer satisfaction at PT Mega Manunggal Tbk Property in an effort to improve customer loyalty which will affect the company's survival. A questionnaire distribution method chosen in this study is to collect primary data. Completed questionnaires designed and distributed or disseminated to all customers. SPSS for windows has been used to process the primary data.Thefindings showed that there is a significant relationship between service quality and customer loyalty, meaning that if the quality of service increases, customer loyalty will also increase.There is a significant influence between customer trust and customerloyalty,meaning that if the customer trust increases, customer loyalty will also increase.

scholarly journals The Effect of Digital Service Quality (BRIMO) on Customer Loyalty through Customer Trust and Satisfaction on COVID-19 Situation (Pt Bank Rakyat Indonesia Medan Regional Office)

2021 ◽  
Vol 8 (8) ◽  
pp. 263-271
Author(s):  
Martin Siagian ◽  
Endang Sulistya Rini ◽  
Syafrizal Helmi Situmorang
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Internet Banking ◽  
Online Banking ◽  
Electronic Banking ◽  
Digital Service ◽  
Digital Services ◽  
Customer Trust ◽  
The Impact

Advances in information technology and the widespread use of the internet have changed the method of service delivery. Banks now provide their services through electronic banking (e-banking) channels. Personal computers and cell phones are media where customers can use e-banking services, with the terms “online banking”, “internet banking” and “electronic banking” being used interchangeably. BRImo is the latest application from BRI Mobile that combines the functions of mobile banking, internet banking, and electronic money or Tbank into one application with a more complete and attractive transaction menu, only by using a cellphone they can make transactions without having to go to the BRI office to reduce mobility and the spread of the Covid-19 virus in a pandemic situation. In the period from 2018 to 2020, there was an increase in BRImo application users from 384,412 people to 827,759. but not comparable to the large number of deposit customers of Bank BRI Medan Region, in 2020 only 14.43% of the 5,735,381 customers of Bank BRI Medan Region who use BRImo with an average transaction of 122 times per customer per year. Phenomenon which often happens to BRI Bank customers to the BRImo application, either directly or indirectly, such as the quality of digital services provided to customers who have not been satisfied by customers so that it has an impact on customers' decisions not to return to transactions using BRImo and the impact of these problems will decrease the number of transactions and a decrease in fee-based income in the online banking digital service application sector. The purpose of this study was to analyze the effect of BRImo's digital service quality on customer loyalty through customer trust and satisfaction in the Covid-19 situation at PT. Bank Rakyat Indonesia (Persero) Tbk Medan Branch Office. The population of this study is customer savings deposits, not corporate customers (group accounts), with the criteria of a sample of customers who use the BRImo application more than once with a total sample of 400 respondents. The sampling method used is purposive sampling; data analysis is carried out through PLS-SEM using the SmartPLS 3.0 program. The results of the study indicate that the quality of BRImo's digital services directly has a positive and significant effect on customer loyalty through customer trust and satisfaction. Keywords: BRImo Digital Service Quality, Customer Loyalty, Customer Trust, Customer Satisfaction.

scholarly journals Faktor yang Mempengaruhi Loyalitas Pelanggan SPBU Pertamina di Jakarta

2020 ◽  
Vol 2 (4) ◽  
pp. 925
Author(s):  
Grace Rumondang Ullina Pohan ◽  
Cokki Cokki
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Convenience Sampling ◽  
Data Collection Technique ◽  
Price Perceptions

The purpose of this study is to test the effect of service quality, price perception, and trust directly on customer loyalty or indirectly through customer satisfaction. The population of this study was 100 Pertamina gas station customers in Jakarta. The data collection technique used is convenience sampling by distributing online questionnaires. Data analysis used the Partial Least Square-Structural Equation Modeling (PLS-SEM) technique. The results of this study are service quality and trust affect customer loyalty directly and indirectly through customer satisfaction, but price perceptions can only affect customer loyalty indirectly through customer satisfaction. Tujuan dari penelitian ini adalah untuk menguji pengaruh kualitas pelayanan, persepsi harga, dan kepercayaan terhadap loyalitas pelanggan secara langsung dan tidak langsung melalui kepuasan pelanggan. Populasi dari penelitian ini adalah 100 pelanggan SPBU Pertamina di Jakarta. Teknik pengambilan data yang digunakan adalah convenience sampling dengan menyebarkan kuesioner daring. Data analisis dengan menggunakan teknik Partial Least Square-Structural Equation Modelling (PLS-SEM). Hasil penelitian ini adalah kualitas pelayanan dan kepercayaan mempengaruhi loyalitas pelanggan secara langsung dan secara tidak langsung melalui kepuasan pelanggan, tetapi persepsi harga hanya dapat mempengaruhi loyalitas pelanggansecara tidak langsung melalui kepuasan pelanggan.

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