scholarly journals 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)

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

scholarly journals THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND SECURITY TOWARD TRUST AND ITS IMPACT ON REPURCHASE INTENTION (SURVEY ON CUSTOMER OF ELEVENIA ONLINE WEBSITE)

2015 ◽  
Vol 6 (2) ◽  
pp. 599
Author(s):  
Mohammad Rizan ◽  
Kemal Abu Bakar ◽  
Basrah Saidani
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Survey Methods ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Spss Software ◽  
One Year ◽  
The Impact ◽  
The Relationship ◽  
Positive Effect

The purpose of this research are to: examine empirically the effect of customer satisfaction to trust on customer, the impact of security to trust on customer, the impact of the customer satisfaction to repurchase intention on customer, the effect of security to repurchase intention on customer, the effect of trust to repurchase intention on customer, the effect of customer satisfaction to repurchase intention through trust as intervening variable on customer, the effect of security to repurchase intention through trust as intervening variable on customer of Elevenia website online. This research used survey methods for collecting data. The object of this research is 200 respondents who had purchased in Elevenia website online for a period of one year backward. This research used SPSS software version 22 and SEM (Structural Equation Modeling) LISREL version 8.7 for data analysis. Hypothesis testing showed that: the customer satisfaction has a positive effect and significance on trust, the security has a positive effect and significance on trust, the customer satisfaction has a positive effect and significance on repurchase intention, the security has a positive effect and significance on repurchase intention, the customer satisfaction has a positive effect and significance on repurchase intention through trust as intervening variable and the security has a positive effect and significance on repurchase intention through trust as intervening variable.   Keywords: Customer Satisfaction, Security, Trust, Repurchase Intention.

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

2018 ◽  
Vol 7 (4) ◽  
pp. 2041
Author(s):  
Made Ayu Swari Oktarini ◽  
I Made Wardana
Keyword(s):  
Factor Analysis ◽  
Customer Satisfaction ◽  
Ease Of Use ◽  
Repurchase Intention ◽  
Perceived Ease Of Use ◽  
Validity And Reliability ◽  
Confirmatory Factor ◽  
Perceived Enjoyment ◽  
Research Show ◽  
Data Result

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.

scholarly journals 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)

2015 ◽  
Vol 4 (1) ◽  
pp. 140 ◽  
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.

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

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

scholarly journals THE IMPACT OF PERCEIVED USEFULNESS AND PERCEIVED EASE-OF-USE TOWARD REPURCHASE INTENTION IN THE INDONESIAN E-COMMERCE INDUSTRY

2019 ◽  
Vol 19 (3) ◽  
pp. 241
Author(s):  
Nicholas Wilson
Keyword(s):  
Data Analysis ◽  
Positive Impact ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Daily Activities ◽  
Repurchase Intention ◽  
Perceived Ease Of Use ◽  
The Impact ◽  
The Relationship

This research was conducted to understand the impact of perceived usefulness and perceived ease-of-use on repurchase intention in the Indonesian e-commerce industry. A total of 400 respondents participated in this research, in which, collected data were further analyzed using PLS-SEM method. Smart PLS 3.2.7 software was used to analyze and generate the results required for the concluding this research. Based on the results of the data analysis, it could be concluded that both perceived usefulness and perceived ease-of-use had a positive impact on Indonesian consumers’ repurchase intention in the e-commerce industry, both directly and indirectly through trust. Based on these result, author would like to suggest that companies practicing their business in theIndonesian E-Commerce Industry to make upgrade their system to be more simpler yet understandable regarding the website or the apps that the company develop in order to reduce the level of confusion between the users, while at the same time, companies should also create a website or system in which people will perceive that such an app or e-commerce website would be beneficial in helping them in enhancing their daily activities, thus pushing them to learn and use the system. To author’s best knowledge, this is one of a few studies which conduct an assessment regarding the relationship between variables in the e-commerce industry using PLS-SEM approach. Keywords—E-Commerce Industry, Perceived Ease-of-Use,Perceived usefulness, Repurchase Intention, Trust Abstrak Penelitian ini dilakukan untukmengetahui pengaruh perceived usefulnessdan perceived ease-of-useterhadap repurchase intentionpelanggan pada industri e-commercedi Indonesia. Penelitian ini menggunakan metode survey, dimana, sebanyak 440 responden berpartisipasi dengan mengisi kuesioner yang diberikan. Setelah mengumpulkan seluruh data dari responden, data tersebut kemudian diolah dengan menggunakan metode PLS-SEM. Software Smart PLS versi 3.2.7 digunakan untuk menganalisis danmenemukan hasil akhir dari pengolahan data ini akan digunakan untuk menyimpulkan hasil dari penelitian ini. Berdasarkan hasil analisis data, peneliti dapat menyimpulkan bahwa kedua variabel independen, yaitu perceived usefulness dan perceived ease-of-useberpengaruh positif terhadap repurchase intention, baik secara langsung maupun secara tidak langsung melalui trust. Berdasarkan hasil ini, peneliti ingin menyarankan kepada seluruh perusahaanyang bergerak di industri e-commerce di Indonesia untuk dapat menigkatkan kualitas sistemnya, dimana, system yang diimplementasikan oleh perusahaan haruslah mudah untuk dipelajari dan dimengerti oleh masyarakat dengan tujuan agar masyarakat tidak bingung di dalam menggunakan system yang dikelola oleh perusahaan. Selain itu, peneliti juga ingin menyarankan kepada perusahaan untuk dapat menciptakan suatu sistem e-commerce yang dimana sistem tersebut akan dipersepsikan sebagai suatu sistem yang akan berguna bagi masyarakat di dalam membantu mereka untuk melakukan aktivitas sehari-hari, sehingga, masyarakat akan belajar dan menggunakan sistem yang dikelola oleh perusahaan e-commerce tersebut. Berdasarkan hasil studi yang dilakukan oleh peneliti, penelitian ini merupakan satu dari sedikit penelitian yang bertujuan untuk mengetahui hubungan antar variabel melalui metode PLS-SEM pada industri e-commerce di Indonesia. Kata kunci—Industri E-Commerce,Perceived ease-of-use,Perceived usefulness,Repurchase Intention,Trust

scholarly journals PENGARUH RELATIONSHIP MARKETING DAN RELATIONSHIP QUALITY TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA PRODUK PARFUM MULEGH DI PURWOKERTO

2018 ◽  
Vol 1 (1) ◽  
Author(s):  
Ilham Akbar
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Relationship Marketing ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Marketing Relationship ◽  
Negative Effect ◽  
The Impact ◽  
The Relationship ◽  
Positive Effect

The research entitled �The Influence of Relationship Marketing and Relationship Quality Towards Customer Loyalty with Customer Satisfaction as The Intervening Variable on Mulleg Perfume Product in Purwokerto� aims to determine the impact of relationship marketing and relationship quality towards customer satisfaction and customer loyalty and to determine whether customer satisfaction could become the intervening variable. The hypothesis of this research is the relationship marketing has negative effect towards customer satisfaction, the relationship marketing has positive effect towards customer loyalty, the relationship quality has positively effect towards customer satisfaction, the relationship quality has positively effect towards the customer loyalty, and the customer loyalty could be able to mediate the influence of relationship marketing and relationship quality toward customer loyalty.� The analysis method that used on this research is the structural equation modeling.The results show that the relationship marketing has positive and significant effect towards customer satisfaction. It will increase the customer satisfaction of Mulleg Aromatic perfume product in Purwokerto. The relationship quality has positive and significant effect towards customer satisfaction, so it will increase the customer satisfaction of Mulleg Aromatic perfume product in Purwokerto. The relationship marketing has positive and significant effect towards customer loyalt. It will increase the customer loyalty of Mulleg Aromatic perfume product in Purwokerto. The relationship quality has positive and significant effect towards the customer loyalty. The Customer Satisfaction has positive and significant effect towards customer loyalty. The customer satisfaction could mediate the influence of relationship marketing towards the customer loyalty on Mulleg Aromatic perfume product in Purwokerto. The customer satisfaction could mediate the influence of relationship quality towards the customer loyalty of Mulleg Aromatic perfume product in Purwokerto.�Keywords : Relationship Marketing , Relationship Quality , Customer Satisfaction and Customer Loyalty�

scholarly journals Motivational Factors to Adopt Social Media Technology in Small Medium Enterprises

2020 ◽  
pp. 10
Author(s):  
Nuning Setyowati ◽  
Heru Irianto
Keyword(s):  
Social Media ◽  
Motivational Factors ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Perceived Ease Of Use ◽  
Media Technology ◽  
Perceived Enjoyment ◽  
Use Of Social Media ◽  
Positive Effect ◽  
Social Media Technology

Social media technology has become part of the community needs, not only as a means to socialize but also to support business operations. In the MEA era, the demands of the market expansion of business networks become mandatory for employers, including for SMEs. This study aim to analyze the motivational factors of SMEs to use social media technologies to support their business activities. This study used survey technique and analysis of Structural Equation Modeling  with  PLS analysis tools. The results showed that perceived enjoyment have positive effect on the perceived ease of use of social media technology, Perceived ease of use have positive effect toward the perceived usefulness, perceived enjoyment and perceived ease of use have positive effect to attitudes towards the use of social media technology, Perceived usefulness and attitude towards the use of social media technology have positive effect toward the intention of using social media technology.

scholarly journals Research on the use intention of potential designers of unmanned cars based on technology acceptance model

PLoS ONE ◽  
2021 ◽  
Vol 16 (8) ◽  
pp. e0256570
Author(s):  
Tianyang Huang
Keyword(s):  
Technology Acceptance ◽  
Technology Acceptance Model ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Intention To Use ◽  
Perceived Ease Of Use ◽  
Perceived Trust ◽  
Perceived Enjoyment ◽  
Acceptance Model ◽  
Positive Effect

The success of unmanned car, an emerging tool of transportation with so many advantages, depends to a large extent on its user acceptability. Potential designers are both the decision makers of driverless car design and the users of driverless cars. This study aims to explore the influencing factors of the potential designers’ intention to use unmanned cars. Based on the theory of Technology Acceptance Model (TAM), this study further expanded the TAM by incorporating perceived trust, perceived enjoyment and self-efficacy, so as to explain and predict potential designers’ intention to use unmanned cars. The questionnaire is determined through theoretical literature, pre-tests, etc., and the Structural Equation Model is used to analyze the data of 202 valid survey samples to investigate the influencing factors of the willingness to use unmanned vehicles. The results show that potential designers’ intention to use unmanned cars is positively affected by perceived trust, perceived enjoyment, perceived usefulness and perceived ease of use, and perceived trust has a positive effect on perceived ease of use, self-efficacy and perceived ease of use also have a positive effect on perceived usefulness. The findings of this study can provide designers and developers of unmanned cars, policy makers and implementers with guidance in the follow-up design, policy formulation and advertising of unmanned cars.

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

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.

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

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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