FAKTOR-FAKTOR YANG MEMENGARUHI LOYALITAS PELANGGAN DALAM MELAKUKAN TRANSAKSI ONLINE PADA E-COMMERCE BUKALAPAK

2020 ◽  
Vol 4 (6) ◽  
pp. 885-899
Author(s):  
Wianadhira Nur Hasna ◽  
Nurvita Trianasari
Keyword(s):  
User Interface ◽  
Information Quality ◽  
Quality Information ◽  
Interface Quality ◽  
Size Information ◽  
Perceived Security

Internet menjadi hal yang sangat penting dalam kehidupan. Dengan adanya internet menjadikan e-commerce semakin marak. E-commerce Bukalapak merupakan salah satu e-commerce asal Indonesia dan menjadi e-commerce dengan peringkat cukup tinggi dalam industri e-commerce di Indonesia. Persaingan yang ketat menjadikan tiap e-commerce di Indonesia harus memiliki keunggulan kompetitif supaya dapat meningkatkan pengunjung situs e-commerce dan loyalitas dari pengguna. Penelitian ini bertujuan untuk mengetahui apa saja faktor-faktor yang mempengaruhi loyalitas pelanggan terkait dengan variabel perceived reputation, perceived size, user interface quality, information quality, perceived security, perceived privacy, trust, dan satisfaction. Jumlah sampel pada penelitian ini adalah sebesar 400 responden. Analisis yang digunakan dalam penelitian ini adalah analisis regresi linear berganda. Berdasarkan hasil penelitian yang diperoleh menunjukan bahwa terdapat pengaruh antara perceived reputation, perceived size, information quality, perceived security, perceived privacy terhadap trust, trust terhadap satisfaction, trust terhadap loyalty, dan satisfaction terhadap loyalty.

scholarly journals Pengaruh User Interface Quality, Information Quality, Perceived Security, Perceived Privacy, Belief, Dan Knowledge Terhadap Niat Beli Barang Di Website E-Commerce Di Indonesia.

2019 ◽  
Vol 3 (2) ◽  
Author(s):  
Herison Halim
Keyword(s):  
User Interface ◽  
Purchase Intention ◽  
Information Quality ◽  
Rapid Development ◽  
Primary Data ◽  
Quality Information ◽  
Analysis Method ◽  
Interface Quality ◽  
Goods And Services ◽  
Perceived Security

E-Commerce or better known as electronic commerce is the dissemination, buying, selling, marketing of goods and services through electronic systems. In Indonesia, E-Commerce began to show a fairly rapid development. Factors Knowledge them about E-Commerce that makes the users of E-Commerce in Indonesia feel unsure to make transactions on the E-Commerce website. In addition to Knowledge factors, other factors such as User Interface Quality, Information Quality, Perceived Security and Perceived Privacy, are factors that can trigger a person to be able to perform transactions in E-Commerce. Then the factor of trust, attitude can also affect a person in doing transactions on E-Commerce website. This study aims to find out how the influence of user interface quality, information quality, perceived security, perceived privacy variables via trust variables, and belief variables, and knowledge through attitude variable to purchase intention in E-Commerce website in Indonesia. analysis method used is path analysis method, data source used is primary data. in this study also carried out the distribution of questionnaires as much as 300 respondents with the requirement that the prospective respondents must have or often give goods on E-Commerce website. The results There are variables that significantly affect the trust variables of User Interface Quality, Information Quality, Perceived Privacy. While other variables such as Belief, and Knowledge, significant effect on the Attitude someone to act or conduct transactions in E-Commerce website in Indonesia.

scholarly journals PENGARUH FAKTOR-FAKTOR ANTESEDEN E-CUSTOMER SATISFACTION, E-CUSTOMER TRUST DAN COMPULSIVE BUYING PADA PEMBENTUKKAN E-CUSTOMER LOYALTY

2017 ◽  
Vol 19 (1) ◽  
pp. 1
Author(s):  
Petra Surya Mega Wijaya ◽  
Ety Istriani
Keyword(s):  
User Interface ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Information Quality ◽  
Compulsive Buying ◽  
Equation Modeling ◽  
Quality Information ◽  
Interface Quality ◽  
Perceived Security ◽  
Customer Trust

Temuan dari penelitian diharapkan dapat memberikan masukan yang berharga pada pengembangan teori belanja online dan bagi perusahaan yang akan melakukan penjualan secara online. Penelitian ini mencoba untuk menggabungkan penelitian yang dilakukan oleh Wang dan Yang (2008), Eid (2011) dan Campbell (2013). Adapun variabel penelitian yang akan digunakan adalah e-customer loyalty, e- customer satisfaction, e-customer trust, compulsive buying, user interface quality, information quality, perceived security, perceived privacy, dan competent behavior. Rumusan masalah penelitian adalah (1) apakah e-customer loyalty dipengaruhi oleh e- customer satisfaction, e-customer trust, dan compulsive buying, dan (2) apakah e- customer satisfaction dan e-customer trust dipengaruhi user interface quality, information quality, perceived security, perceived privacy, dan competent behavior. Sebanyak 200 kuesioner dibagikan secara purposive kepada masyarakat Yogyakarta yang berusia 15 tahun hingga 30 tahun dan pernah melakukan transaksi online sedikitnya satu kali dalam 6 bulan terakhir. Response rate penelitian ini adalah 100% karena penarikan kuesioner dilakukan saat itu juga sesaat setelah pengisian selesai. Pengujian hipotesis menggunakan alat analisis Structural Equation Modeling (SEM). Hasil penelitian menyatakan bahwa semua hipotesis yang diajukan dapat didukung, sehingga dapat disimpulkan bahwa (1) e-customer loyalty dipengaruhi oleh e-customer satisfaction, e-customer trust, dan compulsive buying, dan (2) e-customer satisfaction dan e-customer trust dipengaruhi oleh user interface quality, information quality, perceived security, perceived privacy, dan competent behavior.This study tries to combine research conducted by Wang and Yang (2008), Eid (2011) and Campbell (2013). Formulation of research problems are: (1) whether the e-customer loyalty is influenced by the e-customer satisfaction, customere-trust, and compulsive buying, and (2) whether the e-customer satisfaction and customer trusteinfluenced user interface quality, information quality, perceived security, perceived privacy, and competent behavior. A total of 200 questionnaires were distributed to the people of Yogyakarta purposive lyaged 15 years to 30 year sand never done an online transaction at least oncein thelast 6 months. Hypothesis testing using analytical tools. Structural Equation Modeling (SEM). The study states that all proposed hypothesis can be supported, so itcanbe concluded that (1) e-customer loyalty is influenced by the e- customer satisfaction, customere-trust, and compulsive buying, and (2) the e-customer satisfaction ande-customer trustis influencedbythe user interfacequality, information quality, perceived security, perceived privacy, andcompetentbehavior.

scholarly journals A USABILITY ASSESSMENT OF AN EPUB 3.0 BASED EBOOK DEVELOPED FOR ALGORITHMS AND PROGRAMMING COURSE

2017 ◽  
Vol 58 (2) ◽  
pp. 129
Author(s):  
Gürcan Çetin ◽  
Osman Özkaraca ◽  
Murat Sakal ◽  
Ercüment Güvenç
Keyword(s):  
Information Quality ◽  
Quality Information ◽  
Digital Learning ◽  
Educational Materials ◽  
Interface Quality ◽  
Usability Assessment ◽  
Information System Engineering ◽  
Questionnaire Method ◽  
Self Learning ◽  
Research Show

The digital self-learning among students is becoming increasingly popular with the widespread use of mobile devices. In this context, many academic institutions generate digital learning sources for their learners. EBooks offer new opportunities in the matter of the visualization of educational materials, access them from any place at any time. It is inevitable to use interactive eBooks in engineering education as well. This paper presents an eBook for students studying in Information System Engineering. It has been aimed to enhance algorithmic skills of students. Moreover, in this article, we have evaluated the usability of this eBook. The results of research show how the students assessed the interface quality, information quality and overall satisfaction of our eBook. The research was conducted by using a questionnaire method.

scholarly journals Determinan Kepuasan, Kepercayaan dan Loyalitas Pelanggan UKM Sasirangan Melalui Media Sosial Instagram (Studi Pada Pelanggan yang merupakan Followers/Pengikut Kasasiur_Banjar )

2021 ◽  
Vol 5 (1) ◽  
pp. 14-30
Author(s):  
Rizki Adhani ◽  
RR Yulianti Prihatiningrum
Keyword(s):  
User Interface ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Information Quality ◽  
Equation Modeling ◽  
Significant Positive Effect ◽  
Interface Quality ◽  
Customer Trust ◽  
Positive Effect

This study aims to analyze the influence of User Interface Quality (X1), Information Quality (X2), Privacy Perception (X3) and Price (X4) on Satisfaction (Y1), analyze the influence of User Interface Quality (X1), Information Quality (X2), Privacy Perception (X3) and Satisfaction (Y1) on Trust (Y2) and analyze the influence of Satisfaction (Y1) and Trust (Y2) on Customer Loyalty (Y3).This research is a quantitative study using a survey approach. This research method uses a questionnaire with 150 respondents who are Instagram followers with kasasiur_banjar accounts. In this study using the Non Probability Sampling technique by purposive sampling. Measurement of variables using a Likert scale technique with a scale of weights from 1 to 5. To determine the effect of the studied variables Structural Equation Modeling (SEM) analysis tools are used.The results of the study concluded that User Interface quality has a significant positive effect on customer satisfaction. User Interface quality has a significant positive effect on customer trust. Information quality has a significant positive effect on customer satisfaction. The quality of information t has a significant positive effect on customer trust. Privacy perception has a significant positive effect on customer satisfaction. Privacy perception has a significant positive effect on customer trust. Price has a significant positive effect on customer satisfaction. Customer satisfaction has a significant positive effect on trust. Customer satisfaction has a significant positive effect on customer loyalty. Customer trust has a significant positive effect on customer loyalty. 

The Effect of Consumer Emotions on Online Purchasing Behavior

2020 ◽  
pp. 221-241
Author(s):  
Dilaysu Cinar
Keyword(s):  
User Interface ◽  
Positive Emotions ◽  
Information Quality ◽  
Product Information ◽  
Negative Emotions ◽  
Purchasing Behavior ◽  
Interface Quality ◽  
Service Information ◽  
Online Consumer ◽  
Consumer Emotion

This chapter was written to demonstrate the effect of consumer emotion on online purchasing behavior. According to the results obtained from 418 data, it was observed that both positive and negative emotions impacted online buying behavior. In this context, as the positive emotions of the online consumer increases, the frequency of purchases increases, but as the negative emotions of the online consumer increases, the frequency of purchases decreases. In addition, user interface quality, product information quality, service information quality, site awareness, security perception, information satisfaction, and relational benefit factors are factors that negatively affect consumers emotionally in purchasing online. On the other hand, only product information quality, user interface quality, and security perception factors positively affect emotions of online consumers.

Underlying Factors Influencing Consumers’ Trust and Loyalty in E-commerce

2019 ◽  
Vol 8 (2) ◽  
pp. 186-204
Author(s):  
Wajeeha Aslam ◽  
Annas Hussain ◽  
Kashif Farhat ◽  
Imtiaz Arif
Keyword(s):  
Factor Analysis ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Information Quality ◽  
Equation Modeling ◽  
Security Risk ◽  
Interface Quality ◽  
Perceived Security ◽  
Business To Consumer ◽  
Customer Trust

Customer loyalty and trust are the key factors for long-term profitability and growth for organizations. Regardless of the rapid growth and popularity of the e-commerce, still companies face difficulties in gaining customer loyalty and trust ( Eid, 2011 ). Therefore, the aim of this study is to underlie the factors that gauge e-customer’s trust and e-customer loyalty in Business-to-Consumer (B2C) domain. The data were drawn via 5-point Likert scale adapted questionnaire from 328 respondents who had an experience of e-commerce, who were of working class, and were residing in major urban cities of Pakistan, that is, Karachi, Lahore, and Islamabad. Exploratory factor analysis, confirmatory factor analysis and structural equation modeling (SEM) were applied to test the hypotheses. The findings suggested that website user interface quality, information quality, awareness of e-commerce, and perceived privacy are significant predictors of e-customer trust (ECT) and in turn e-loyalty, whereas perceived security risk was found to have insignificant impact on ECT. This article contributes to enhance the determinants that have an influence in gaining customer trust and loyalty and provides interesting perspective of Pakistani consumers. The findings of the study are beneficial for the e-commerce industry in enhancing ECT and e-loyalty and help them in promoting their business online.

Analisis Pengaruh System Quality, Information Quality, Service Quality Terhadap Net Benefit Pada SI-PMB

2021 ◽  
Vol 10 (2) ◽  
pp. 259-263
Author(s):  
Agustinus Suradi ◽  
Marina Windarti ◽  
Syams Kurnaiawan Hidayat
Keyword(s):  
Service Quality ◽  
Information Quality ◽  
Partial Least Square ◽  
Least Square ◽  
Quality Information ◽  
Quality Service ◽  
System Quality ◽  
Net Benefit ◽  
Is Success

Strategi pengembangan sistem informasi perlu dievaluasi untuk mendukung keberhasilan dan kualitas layanan sistem informasi penerimaan mahasiswa baru. Ada ketidakpuasan pengguna SI-PMB dalam mendapatkan informasi yang mereka inginkan. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh kualitas informasi, kualitas sistem, kualitas layanan terhadap manfaat bersih SI-PMB. Model DeLone McLean IS Success digunakan dalam penelitian ini, dengan komponen variabel: kualitas informasi, kualitas sistem dan kualitas layanan. Analisis data menggunakan model struktural dengan alat analisis Partial Least Square. Hasil penelitian ini menunjukkan bahwa tidak terdapat hubungan yang positif dan signifikan antara variabel kualitas informasi dengan kepuasan pengguna nilai statistik T sebesar 0,426. Ada hubungan yang positif dan signifikan antara variabel kualitas sistem dan kepuasan pengguna dengan statistik T 3,103. Terdapat hubungan yang positif dan signifikan antara variabel kualitas pelayanan dengan kepuasan pengguna, nilai T statistic sebesar 2,604. Hubungan antara variabel kepuasan pengguna dan manfaat bersih, nilai statistik t sebesar 9,294 menyatakan bahwa terdapat hubungan yang positif dan signifikan antara variabel kepuasan pengguna dengan manfaat bersih.

PERBANDINGAN TINGKAT KEPUASAN KUALITAS PROSES E-COMMERCE PADA PELANGGAN TRAVELOKA.COM

2018 ◽  
Vol 12 (2) ◽  
pp. 81
Author(s):  
Indri Irma Oktaviani ◽  
Reza Widhar Pahlevi
Keyword(s):  
Multivariate Analysis ◽  
Service Quality ◽  
Analysis Of Variance ◽  
Perceived Control ◽  
Information Quality ◽  
Quality Information ◽  
System Quality ◽  
Multivariate Analysis Of Variance ◽  
Anova Analysis ◽  
Perceived Enjoyment

ABSTRACTThe purpose of this paper is to examine quality satisfaction between transactional and relationalcustomers in process e-commerce on Traveloka.com. Transactional customers are defined as the newcustomers or the customers who may remain with the firm for a short time and may demonstrate defection behavior. Relational customers represent the customers who stay longer with the firm and have a very low probability of defecting. Quality satisfaction in this study is defined as customer satisfaction with system quality, information quality, service quality, perceived control, and perceived enjoyment. Business transactions over the internet or better known by the term e-commerce is not a new phenomenon in the business world. This research is a quantitative research using descriptivestatistical analysis techniques, MANOVA (Multivariate Analysis of Variance), and TWO WAY ANOVA (Analysis of Variance) conducted to test the study hypothesis. The samples include 60 persons who used Traveloka.com and have experienced on it in Indonesia. Result show that relational customers more satisfy with system quality, information quality, dan service quality than transactional customers. Moreover, perceived control and perceived enjoyment strengthen qualitysatisfaction of transactional and relational customers.Keywords : Eletronic Commerce (e-commerce), Quality Satisfaction, Transactional Customers, Relational CustomersABSTRAKPenelitian ini bertujuan untuk mengetahui perbandingan kepuasan kualitasantara pelanggan transaksional dan relasional dalam proses e-commerce pada Traveloka.com. Pelanggan transaksional yaitu pelanggan baru atau pelanggan yang mungkin ingat dengan perusahaan untuk waktu yang singkat dan dapat menunjukkan perilaku untuk beralih dari perusahaan.Pelanggan relasional mewakili pelanggan yang setia dengan perusahaan dan memiliki probabilitas sangat rendah untuk beralih.Kepuasan kualitas dalam penelitian ini didefinisikan sebagai kepuasan pelanggan terhadap kualitas sistem, kualitas informasi, kualitas layanan, kontrol yang dirasakan, dan kesenangan yangdirasakan. Transaksi bisnis melalui internet atau yang lebih dikenal dengan istilah e-commerce bukan menjadi suatu fenomena baru di dunia bisnis. Penelitian ini merupakan penelitian kuantitatif menggunakan teknik analisis statistik deskriptif, MANOVA (Multivariate Analysis of Variance), dan TWO WAY ANOVA (Analysis of Variance) digunakan untuk menguji hipotesis penelitian. Responden dalam penelitian ini sebanyak 60 orang yaitu pelanggan yang mempunyai pengalamanmenggunakan Traveloka.com di seluruh Indonesia.Hasil penelitian ini menunjukkan bahwa pelanggan relasional lebih puas dengan kualitas sistem, kualitas informasi, dan kualitas layanan daripada pelanggan transaksional; kontrol yang dirasakan serta kesenangan yang dirasakan memperkuat kepuasan kualitas pelanggan relasional dan pelanggan transaksional.

Examining User Switch between Mobile Stores

2016 ◽  
Vol 29 (2) ◽  
pp. 1-13 ◽  
Author(s):  
Tao Zhou
Keyword(s):  
Service Quality ◽  
Social Influence ◽  
Information Quality ◽  
Switching Behavior ◽  
Quality Information ◽  
System Quality ◽  
Push Factors ◽  
Factors Affecting ◽  
Critical Issues ◽  
Alternative Attractiveness

Retaining users and curbing their switching behavior are critical issues for mobile stores. Drawing on the push-pull-mooring (PPM) model, this research identified the factors affecting user switches between mobile stores. The push factors include dissatisfaction with system quality, information quality and service quality. The pull factor is alternative attractiveness. The mooring factors include switching costs and social influence. The results indicated that user switches receive influences from all three kinds of factors. Hence mobile stores need to be concerned with the effects of push, pull and mooring factors in order to curb users' switching behavior.

Sign in / Sign up

Export Citation Format

Share Document