scholarly journals Website Quality and The Role of Customer Satisfaction Toward Repurchase Intention: A Study of Indonesian E-Commerce

2021 ◽  
Vol 1 (01) ◽  
Author(s):  
Nugroho Hardiyanto ◽  
Anhari Firdaus
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Significant Rise ◽  
Repurchase Intention ◽  
System Quality ◽  
Online Questionnaire ◽  
Website Quality ◽  
Fashion Products

A survey by Katadata shows that during the COVID-19 Pandemic, the e-commerce sector of Indonesia showed a significant rise of visitors. In addition, the number of visits to e-commerce websites is very high in the third Quarter of 2020. Additionally, the e-commerce sector is one of the highest contributors towards Indonesia’s gross domestic product (GDP). Thus, increasing consumer satisfaction and repurchase intention is essential for companies, especially in fashion products. This study aims to measure website quality on repurchase intention through the role of consumer satisfaction in the context of e-commerce in Indonesia.Furthermore, website quality has dimensions such as information quality, system quality, and e-service quality. This study uses a descriptive quantitative approach that focuses on e-commerce in Indonesia. The data is collected through online questionnaire which is distributed to 333 consumers who used e-commerce to buy fashion products and used for further analysis. To analyze each variable,  partial least squares structural equation modelling (PLS-SEM) is used to test the hypotheses. This study found that all dimensions of website quality and customer satisfaction are determining factors in repurchase intention. Lastly, this research provides guidelines in providing strategies for companies in the context of e-commerce websites in Indonesia

scholarly journals Satisfied, but Will They Spread a Word? The Role of Customer Satisfaction at Jamu Café

2018 ◽  
Vol 9 (1) ◽  
pp. 1
Author(s):  
Usep Suhud ◽  
Sheila Maryam Bajunaid
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Equation Model ◽  
Repurchase Intention ◽  
Factor Analyses ◽  
Confirmatory Factor Analyses ◽  
Confirmatory Factor

This research aimed to investigate consumers’ intention to repurchase jamu at Jamu Café. Service quality, customer satisfaction, and Word-of-Mouth (WOM) were selected as the predictor variables. In total, 200 participants who purchased jamu at the café were selected conveniently. Data were analyzed using exploratory and confirmatory factor analyses as well as Structural Equation Model (SEM). As a result, service quality influences customer satisfaction significantly. As customers are satisfied, they do word-of-mouth and repurchase. On the other hand, WOM has an insignificant impact on repurchase intention.

scholarly journals The mediating influence of service failure explanation on customer repurchase intention through customers satisfaction

2016 ◽  
Vol 8 (4) ◽  
pp. 516-535 ◽  
Author(s):  
Arun Kumar Tarofder ◽  
Seyed Rajab Nikhashemi ◽  
S.M. Ferdous Azam ◽  
Prashantini Selvantharan ◽  
Ahasanul Haque
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Service Failure ◽  
Mediating Effect ◽  
Primary Data ◽  
Repurchase Intention ◽  
Content Type ◽  
Practical Tool ◽  
Customer Purchases

Purpose The purpose of this paper is to examine the effect of explanation on customer satisfaction in the service failure stage. It seeks to better understand the dynamics of consumer repurchase intention through a mediating effect of customer satisfaction. Design/methodology/approach A structured questionnaire was e-mailed to collect the primary data. With three reminders, this study managed to obtain 322 responses from customers who complained about their internet service in Malaysia. Structural equation modelling techniques were applied to examine both direct and mediating effects between variables. Findings Results reveal that all four dimensions of explanation have significant partial mediating effect on repurchase intention through customer satisfaction. Results also disclose that there is no significant relationship between excuse and customer satisfaction in service failure. Among all dimensions, reference and apology have higher influence on repurchase intention through customer satisfaction. Research limitations/implications The results are particularly valuable for managers, as it supports the role of using explanation as a practical tool for fostering positive and profitable outcomes like repeat customer purchases. Practical implications The findings of this study will help organisations rethink their explanation strategies with the eye to foster greater customer repurchase intention. Originality/value The results are particularly valuable for managers, as they support the role of using explanation as a practical tool for fostering positive and profitable outcomes like repeat customer purchases.

scholarly journals PENGARUH PERSEPSI KEINFORMATIFAN, HARGA, KEGUNAAN, DAN KEMUDAHAN PENGGUNAAN TERHADAP MINAT PEMBELIAN ULANG KONSUMEN GO-FOOD

2021 ◽  
Vol 10 (8) ◽  
pp. 820
Author(s):  
Elrio Purnomo Hidayat ◽  
Eristia Lidia Paramita
Keyword(s):  
Consumer Satisfaction ◽  
Global Economy ◽  
Structural Equation ◽  
Total Sample ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Perceived Ease Of Use ◽  
Online Questionnaire

Technology’s rapid advancement has transformed the global economy, making it more futuristic. Companies must be dedicated to serving customers in an increasingly advanced industrial environment. The realization of repurchase intention is heavily influenced by consumer satisfaction. This study aims to describe the influence of four important perceptual factors on repurchase intention through consumer satisfaction in the Go-Food application. An online questionnaire was used to collect the data, with a total sample size of 200 respondents. The analysis technique used is Structural Equation Modeling (SEM). According to the results, perceived of price and perceived usefulness have a substantial effect on customer satisfaction, while perceived informativeness and perceived ease of use have no significant impact. Keywords: Perception of informativeness; Perception of Price; TAM; Consumer Satisfaction; Repurchase Intention

scholarly journals SENSE AND THINK MARKETING IMPLICATIONS

2020 ◽  
Vol 1 (6) ◽  
pp. 883-891
Author(s):  
Runggu Besmandala Napitupulu ◽  
Nandan Lima Krisna ◽  
Lilis Suriani Gultom
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Structural Equation Models ◽  
Adult Population ◽  
Repurchase Intention ◽  
Repurchase Intentions ◽  
Analysis Technique ◽  
Repeat Purchase

This research is designed to find out and analyze the implications of sense and think marketing for customer satisfaction and their repurchase intention. The object is a vivo smartphone and respodents are the adult population in Medan who have made a repeat purchase. The analysis technique uses structural equation models. The results showed that marketing sense had a significant effect both on customer satisfaction and repurchase intentions; Think marketing has unsignificant effect on both satisfaction and repurchase intentions; Consumer satisfaction has a significant effect on repurchase intentions; Sense and think marketing simultaneously influence customer satisfaction; Sense marketing, think marketing, and satisfaction simultaneously effect on repurchase intentions for vivo smartphones in Medan.

scholarly journals EXAMINATION OF MUSLIM CONSUMERS’ INTENTIONS TO EAT AT FINE DINING RESTAURANTS

2021 ◽  
Vol 7 (1) ◽  
Author(s):  
Muhammad Amiruddin Al- Farisi ◽  
Latifah Putranti ◽  
Nuraini Desty Nurmasari
Keyword(s):  
Customer Satisfaction ◽  
Willingness To Pay ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Equation Modeling ◽  
Significant Positive Effect ◽  
Symbolic Value ◽  
The Relationship ◽  
Positive Effect

This paper aims to identify the functional, symbolic, hedonic and Islamic value constructs of Muslim consumers’ satisfaction with fine dining restaurants. In addition, it develops the role of religiosity in the relationship between hedonic and Islamic symbolic values ​​in consumer satisfaction and examines the effect of such satisfaction on the willingness to pay more. The method used in the research is based on a Structural Equation Modeling (SEM), with data collected using a questionnaire; 281 valid respondents took part in the study. The results show that in terms of the influence of the dimensions of perceived value in explaining customer satisfaction, the functional, hedonic and Islamic have has a positive and significant effect, whereas the symbolic value variable is is perceived to have no significant effect on satisfaction. Furthermore, customer satisfaction has a significant positive effect on the willingness to pay more. In comparison, religiosity does not moderate the effect of perceived symbolic value on consumer satisfaction. However, it does moderate the effect of hedonic and Islamic value.

The System Quality and Customer Satisfaction with Website Quality as Mediator in Online Purchasing: A Developing Country Perspectives

2021 ◽  
pp. 2516600X2199194
Author(s):  
Anil Kumar ◽  
Suman Lata
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Positive Impact ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Future Research ◽  
System Quality ◽  
Website Quality ◽  
The Impact

The present era sees an increasing trend of online purchasing all over the globe, and India is no more an exception. India is likely to become the hub for online market because it is second in terms of population in the world. The study is an effort to understand whether system quality really matters for customer satisfaction, particularly in developing countries, and the website quality works as a mediator or not. The study proposes the theoretical framework of the impact of system quality on customer satisfaction after a rigor literature review. With the help of purposive sampling, data were collected and model tested using partial least square structural equation modeling (PLS-SEM). The results show that system quality and website quality have a direct and positive impact on customer satisfaction and website quality partially mediated. Based on these empirical findings, managerial implications, limitations, and recommendations for further future research are given in the study.

Fresh food online shopping repurchase intention: the role of post-purchase customer experience and corporate image

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kara Xiaohui Ma ◽  
Damien William Mather ◽  
Dana L. Ott ◽  
Eddy Fang ◽  
Phil Bremer ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Online Survey ◽  
Customer Experience ◽  
Corporate Image ◽  
Repurchase Intention ◽  
Content Type ◽  
Fresh Food ◽  
Post Purchase

PurposeThe purpose of this study is to investigate consumers' post–purchase experience when buying fresh food online. It examines the key dimensions of post–purchase online customer experience (post–purchase OCE) that impact customer satisfaction and repurchase intention. It also explores the role of corporate image as a moderator.Design/methodology/approachAn online survey was conducted in China to capture participants' post–purchase OCE, satisfaction, repurchase intention and perceived corporate image. Partial least squares structural equation modelling (PLS-SEM) was utilized to analyse data collected from 317 Chinese fresh food online shoppers. Moderated mediation analysis was conducted to analyse the moderating effect of corporate image.FindingsFour post–purchase OCE dimensions “product-in-hand”, “customer support”, “benefits” and “packaging” significantly drive customers' repurchase intention by enhancing customer satisfaction. “Delivery” is not influential. Additionally, for firms with a good corporate image, customer repurchase intention is more easily affected by post–purchase OCE than firms with a lower level of corporate image.Practical implicationsThe findings inform fresh food e-commerce firms of the critical post–purchase OCE dimensions that mostly drive customer satisfaction and help retain customers. Furthermore, it implies that firms with a good corporate image must provide high-quality post–purchase OCE that matches the image because the consequences associated with a poor post–purchase OCE can be severe.Originality/valueThis research is among the first to investigate fresh food post–purchase OCE. It also introduces the previously underexplored moderating role of corporate image.

The Study of Customer Satisfaction of Shopee Customers In Malaysia

2021 ◽  
Vol 1 (2) ◽  
pp. 30-44
Author(s):  
Kah Boon Lim ◽  
Yeo Sook Fern ◽  
Hardave Singh Kler A/l Bhajan Singh
Keyword(s):  
Customer Satisfaction ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Online Shopping ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Electronic Word Of Mouth ◽  
Website Quality

The main objective of this study is to investigate the factors affect customer satisfaction level among Shopee customers in Malaysia. A set of self-administered questionnaires has been distributed to 200 targeted Shopee users in three states of Malaysia which are Johor, Melaka and Selangor. The five independent variables, which are price, trust, electronic word of mouth, website quality and security have been tested on their relationship towards the dependent variable, which is consumer satisfaction towards online shopping platform, Shopee in Malaysia. The collected data were keyed into SPSS version 25 and followed by using Partial Least Square Structural Equation Modeling (PLS-SEM 3.2.8) to assess the hypothesis. The result of this research given the feedbacks where trust, electronic word of mouth and website quality have significant effect towards consumers satisfaction on Shopee in Malaysia. However, price and security does not show a significant relationship with Shopee’s consumer satisfaction. In conclusion, this study helps to better understand the consumer satisfaction of Shopee’s online shopping services in Malaysia.

Service Quality and Consumer Satisfaction and Loyalty Association Moderated by Switching Cost in Hospitality Industry

2015 ◽  
Vol 8 (1) ◽  
Author(s):  
Anahita Naderian ◽  
Rohaizat Baharun
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Hospitality Industry ◽  
Reliability And Validity ◽  
Switching Cost ◽  
Equation Modeling ◽  
Travel And Tourism

Booming travel and tourism trade cause a tremendous growth in hotel industry in Malaysia. This industry will continue to promote country and other businesses in a good way. Therefore, the evaluation of customers perception, satisfaction and loyalty in hospitality industry has been major of attention in marketing strategies. This research aims to evaluate customer loyalty at in-house restaurant hotels in Malaysia. To achieve this goal, this research takes two steps to better understand the role and influence of each constructs, (1) Examines customer satisfaction by considering the effect of service quality antecedents on customer satisfaction. (2) Investigates the association between customer satisfaction and loyalty by identifying the moderating role of switching cost in satisfaction-loyalty relationship. The data is collected through self-administrated questionnaire from hotels in two states of Malaysia from 200 customers who have been served at in-house restaurant of those hotels since last three months. Structural Equation Modeling (SEM) is used to analyze the reliability and validity of data and the hypothesized relationships in the proposed research model.

scholarly journals The influence of store image on repurchase intention: the mediation role of perceived value and customer satisfaction

2021 ◽  
Vol 10 (4) ◽  
pp. 17-27
Author(s):  
Angelia Ananda ◽  
Mugiono Mugiono ◽  
Ananda Sabil Hussein
Keyword(s):  
Customer Satisfaction ◽  
Structural Equation ◽  
Perceived Value ◽  
Equation Modeling ◽  
Store Image ◽  
Repurchase Intention ◽  
Analysis Technique ◽  
Mediating Variables ◽  
Collection Methods

This study aims to examine and analyze the effect of store image on the repurchase intention of Matahari Department Store Mojokerto, Indonesia either directly or indirectly, by involving perceived value and customer satisfaction as mediating variables. This research is a quantitative study with data collection methods using a questionnaire. This study uses non-probability sampling with a purposive sampling type. This research was conducted on 175 respondents. The data analysis technique used SEM   (Structural   Equation   Modeling)   PLS with the help of SmartPLS 3.2.7 software. The results of the study provide empirical evidence that store images have not been able to affect the repurchase intention. Meanwhile, the perceived value and customer satisfaction can positively affect the repurchase intention significantly. Perceived value and customer satisfaction as mediating variables were able to strengthen the effect of store image on repurchase intention. Based on the results of mediation testing, shows that perceived value and customer satisfaction provide a full mediation on the effect of store image on repurchase intention.

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