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 The Influence of Electronic Service Quality and Electronic Word of Mouth (eWOM) toward Repurchase Intention (Study on E-Commerce in Indonesia)

2021 ◽  
Vol 37 (1) ◽  
pp. 42-58
Author(s):  
Widarto Rachbini ◽  
◽  
Diana Anggraeni ◽  
Harimurti Wulanjani ◽  
◽  
...  
Keyword(s):  
Service Quality ◽  
Structural Equation ◽  
Virtual Communities ◽  
Word Of Mouth ◽  
Electronic Word Of Mouth ◽  
Repurchase Intention ◽  
Managerial Implication ◽  
Application Service ◽  
Electronic Service ◽  
Quality Aspects

Customer satisfaction is a vital component of service organisations that are significantly related to service quality. One of the electronic service quality that has to be prioritised, is website quality. Therefore, this study will determine the influence of electronic service quality and electronic word of mouth (eWOM) toward repurchase intention on e-commerce in Indonesia. Data were obtained from Google Form Online Questionnaires which were distributed through a short-link in WhatsApp, LINE, and Twitter applications during April 2019. This study applied the purposive sampling method where 458 qualified samples were matched to the specific criteria. Structural Equation Model (SEM) supported by LISREL software was used to analyse the data. The findings show that there are positive and significant influences of electronic service quality of pleasant and utilitarian dimensions to eWOM construction and repurchase intention. This research suggests managerial implication to e-commerce industry practitioners to reduce Tokopedia and also Instagram as the benchmark of electronic-based service quality. The managerial implication covers observing and adopting mobile application service quality aspects, service online review, and virtual communities. Besides, it is significantly suggested for future studies to explore more specific contexts of pleasant and utilitarian electronic service quality dimensions as in the B2B e-commerce, B2C e-commerce, and G2C e-commerce. Keywords: Electronic service quality, eWOM, repurchase intention, e-commerce, tokopedia.

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 Predicting the Effects of Perceived Service Quality and Logistics Service Innovation on Repurchase Intention of Instant Courier Services through Customer Satisfaction and Trust

2020 ◽  
Vol 20 (3) ◽  
pp. 177
Author(s):  
Kunthi A. Kusumawardani ◽  
Saras Asa Hastayanti
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Service Innovation ◽  
Future Research ◽  
Repurchase Intention ◽  
Perceived Service Quality ◽  
Logistics Service ◽  
Equation Modelling ◽  
Courier Service

Logistics are not only playing a significant role in the business process, but they can also add value to the business, and even also determine the life of the firm. Due to its significance, the advancement of logistics is inevitable. Customers want everything faster, and they are even willing to pay more for the service. This study provides an empirical investigation of instant courier service customers in Indonesia. A total of 300 valid questionnaires were collected and assessed using structural equation modelling (SEM). The results showed that perceived service quality influences customer satisfaction and trust. On the other hand, logistics service innovation influences perceived service quality but not customer satisfaction. While trust affects customer satisfaction and repurchase intention. Moreover, customer satisfaction influences repurchase intention. This study is one of the first to evaluate and confirm the relations of service quality-repurchase intention in instant courier service. This research contributes to the literature for future research in instant courier service by providing empirical evidence in Indonesia. Keywords— Customer Satisfaction; Logistics Service Innovation; Perceived Service Quality; Repurchase Intention; Trust

An assessment of service quality and resulting customer satisfaction in Pakistan International Airlines

2015 ◽  
Vol 32 (5) ◽  
pp. 486-502 ◽  
Author(s):  
Faizan Ali ◽  
Bidit Lal Dey ◽  
Raffaele Filieri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Convenience Sample ◽  
Content Type ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
International Airlines

Purpose – The purpose of this paper is to assess foreigners and overseas Pakistanis’ evaluation of the quality of the services provided by Pakistan International Airlines (PIA) and its effect on customer satisfaction. Design/methodology/approach – A convenience sample of 498 respondents was used to test the hypotheses of the study through structural equation modelling. Findings – The results of this study indicate that all of the hypotheses are supported and customer satisfaction of PIA customers is influenced by all of the five service quality dimensions (AIRQUAL), including airline tangibles, terminal tangibles, personnel, empathy, and image. Research limitations/implications – This research examines the relationship between service quality dimensions and customer satisfaction. The study focuses on the evaluation of overseas Pakistanis and foreigners regarding the service quality of PIA. The main limitation of this study is that it focuses on PIA: thus, the results cannot be generalised. Practical implications – The results indicate that managers should focus on different dimensions of airline service quality in order to enhance customer satisfaction. Originality/value – This study would enable PIA to have a better understanding of the effects of service quality, which will lead to passengers’ satisfaction and encourage the development of long-term relationships with their customers.

scholarly journals What Effects Repurchase Intention of Online Shopping

2017 ◽  
Vol 10 (12) ◽  
pp. 113 ◽  
Author(s):  
Lily Suhaily ◽  
Yasintha Soelasih
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Online Shopping ◽  
Negative Influence ◽  
Equation Modeling ◽  
The Internet ◽  
Repurchase Intention ◽  
Experiential Marketing ◽  
Price Perception

The development of the internet raises opportunities for the marketing of a product and bring new forms for retail transactions, one of which is online shopping.  Furthermore with the Internet, online consumers more easily gain access to information and they offered a wide variety of products and services that can be selected at competitive prices. The purpose of this study is to determine whether there is influence of E-Service Quality, Price Perception and Experiential Marketing to Repurchase Intention which mediated by Customer Satisfaction in On-line Shopping. The amount of samples is 180 respondents. Questionnaires were distributed to respondents who have shopped using online shopping with random sampling method. This study uses data analysis of Structural Equation Modeling by using Lisrel software. The result showed that there is the influence of e-service quality to customer satisfaction and to repurchase intention, while repurchase intention has negative influence occurs. Furthermore, price has no influence to customer satisfaction but has an influence to repurchase intention. Experiential marketing has no influence to customer satisfaction and repurchase intention. Customer satifaction has positive effect on repurchase intention. The effect of e-service quality and experiential marketing through customer satisfaction as mediation variable has no influence to repurchase intention, while price perception influence to repurchase intention.

scholarly journals THE EFFECT OF SERVICE QUALITY AND PERCEPTION OF FINANCING MARGINS ON FINANCING DECISIONS AND ITS IMPACT ON CUSTOMER SATISFACTION

2021 ◽  
Vol 3 (1) ◽  
pp. 78-93
Author(s):  
Vironica Nurani Yonatan ◽  
Mohamad Rizan ◽  
Saparuddin Mukhtar
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Financial Services ◽  
Structural Equation ◽  
Equation Modeling ◽  
Banking Services ◽  
Financing Decisions ◽  
Analysis Technique ◽  
Start Ups

The rise of digitalization of financial services has led to the emergence of many fintech (financial techology) start-ups. However, because fintech startups have several risks, the Bank remains the main option in selecting financing / credit service products for bankable people. This research was conducted at PT Bank Syariah Mandiri with a purposive sampling method. The data was collected by distributing questionnaires using a Likert scale. The analysis technique used is Structural Equation Modeling (SEM) to calculate the effect of each variable. The results of the study reveal that service quality has a positive and significant effect on the decision to request financing, the perception of the margin of financing has a positive and significant effect on the decision on financing application, the quality of service has no positive and insignificant effect on customer satisfaction, the perception of the size of the financing margin has a positive and significant effect on satisfaction. Customer, the decision to request financing has a positive and significant effect on customer satisfaction, service quality has a positive and significant effect on customer satisfaction, which is mediated by the decision on a financing request, the perception of the size of the financing margin has a positive and significant effect on the variable of customer satisfaction, which is mediated by the variable of financing request decision. Based on the result, banking services can increase financing margins that this is can relate with customer purchasing decision.

scholarly journals Analysis of Halal Certification Renewal Service Quality and Their Effect on the Customer’s Satisfaction and Loyalty in Yogyakarta (Case Study in Meatball Stall)

2021 ◽  
pp. 372-383
Author(s):  
Jumeri Jumeri ◽  
Khosyani ◽  
Falah M.A.F
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Latent Variables ◽  
Structural Equation ◽  
Equation Modeling ◽  
Satisfaction Index

The society awareness in consuming halal, safe, and healthy foodstuff within these past few years kept on increasing. This was closely related to responsible food manufacturers which produced sustain halal foods, as evidenced by ownership halal certification. In order to increase the satisfaction of food producers and to maintain their commitment to extend the halal certificates, the quality of halal authority service should always be enhanced. This study aims to identify the Customer Satisfaction Index (CSI) value, to determine the influence of halal label and product attributes toward customer’s satisfaction and loyalty of meatball stalls in Yogyakarta, and to identify the influence of halal label toward selling volume on certified meatball stalls. The instruments used were questionnaires containing 21 quality attributes of halal certificate renewal service. Analyses were performed using Structural Equation Modeling (SEM). The model was composed of seven latent variables: halal certification, brand, price, taste, service, customer satisfaction and customer loyalty. Result of the research showed that taste and halal certification have significant effect on the customer’s satisfaction and loyalty of certified meatball stalls. Halal certification have affected the certified meatball stalls in Yogyakarta by increasing the selling volume of 25-37.5%.

scholarly journals The Role of Dedication-Based and Constraint-Based Mechanisms in Consumers’ Sustainable Outcomes in the Coffee Chain Industry

2018 ◽  
Author(s):  
Byoungsoo Kim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Physical Environment ◽  
Structural Equation ◽  
Switching Costs ◽  
Brand Image ◽  
Loyalty Programs ◽  
Equation Modeling

Given the increase in consumers’ preferences for coffee, it is becoming important to understand their decision-making processes in the coffee chain context. To deepen the understanding of sustainable outcomes in this context, this study investigates the role of dedication- and constraint-based mechanisms in forming consumers’ repurchase and positive word-of-mouth (WOM) intentions, two critical sustainable outcomes. We examined the effects of coffee quality, the quality of the physical environment, and service quality in accelerating the formation of dedication-based factors. Moreover, this study offers an in-depth understanding of the enablers of perceived switching costs. Data collected from 238 university students that frequently visit coffee chains are empirically tested against the proposed theoretical framework by using structural equation modeling. The results confirm that both dedication- and constraint-based factors substantially predict consumers’ sustainable outcomes in the coffee chain context. Brand image and perceived switching costs play an important role in enhancing consumers’ repurchase and positive WOM intentions compared with customer satisfaction. Coffee quality is significantly associated with both customer satisfaction and brand image, whereas the quality of the physical environment and service quality are only significantly associated with brand image. Habit is found to be the key enabler of perceived switching costs, while loyalty programs have no significant impact on perceived switching costs.

scholarly journals Analysis Of The Influence Of Customer Satisfaction On Sharia Banking Peroformance In Bogor City

2021 ◽  
Vol 2 (2) ◽  
pp. 402-414
Author(s):  
R Dina Arfiana Burhan ◽  
Muhammad Najib ◽  
Endri Endri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Structural Equation ◽  
Equation Modeling ◽  
Quality Of Services ◽  
Islamic Banking ◽  
Quality Product ◽  
The Relationship

The development of Islamic banking is very rapid, causing competition between Islamic and conventional banking. Improving the quality of services and products makes the main point in providing customer satisfaction. This study aims to analyze the influence of service quality, product quality, and price with customer satisfaction at Islamic commercial banks in the city of Bogor. This study uses SEM (Structural Equation Modeling) to determine the level of influence of the relationship between customer satisfaction with service quality, product quality and price. This study used a sample of 100 respondents with qualifications of 81 men and 19 women and used a descriptive approach. The results of this study are the level of customer satisfaction with prices reaching 2.49, besides that the level of customer satisfaction with products is 2.91, and the level of customer satisfaction with service quality is 2.84. These results prove that customer satisfaction is strongly influenced by the price, products, and quality of services provided by Islamic banking.

scholarly journals The Influence of Service Quality to the Customer Satisfaction and Revisit Interest of Saporkren Ecotourism at Raja Ampat Regency

2021 ◽  
Vol 16 (2) ◽  
pp. 21
Author(s):  
Robinsar Jogi Yoshua Manullang ◽  
Siti Jahroh ◽  
Kirbrandoko
Keyword(s):  
Quality Of Life ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Consumer Satisfaction ◽  
Structural Equation ◽  
Local Community ◽  
Equation Modeling ◽  
Quality Factors ◽  
Buffer Zones

Ecotourism is a nature tourism that focuses on a protected area or area that contributes to the welfare of the local community and conservation and education for the community. Meanwhile, as much as 98.9 percent of the forest area under its management rights is still controlled by corporations and capital owners. While the rest which is no more than 1.1 percent of the area of ​​forest management rights is controlled by the community. Enhancing the role of forest areas, especially conservation forests, needs to be done to improve the quality of life of communities around the buffer zones. The purpose of this study is to identify service quality factors that influence customer satisfaction and interest in ecotourism visits in Saporkren, and formulate ecotourism marketing strategies in Saporkren. This is done to increase the number of ecotourism visitors in Saporkren, which of course will provide increased income for the community and improve the quality of life of the Saporkren people. The population in this study were visitors from the Saporkren ecotourism. The sampling technique uses accidental sampling and purposive sampling. The selected respondents were tourists who were visiting Saporkren and were found by researchers and tourists who had visited Saporkren at least once in the past one year. Endogenous variables (Y) and (Z) in this study are consumer satisfaction and interest in return visits. Exogenous variables (X) in this study are tangibles, reliability, responsiveness, assurance, and empathy. The data processing technique used in this study is Structural Equation Modeling (SEM) with LISREL 8.7 software. Based on the results of the study, only three out of five service quality factors were identified that affected customer satisfaction, namely tangible, reliability, and assurance. And in this study, consumer satisfaction is proven to affect the interest in a repeat visit. After that, from the interviews and Focus Group Discussion (FGD), a strategy that could be implemented in ecotourism in Saporkren was formulated to explore potential tourism that could be exploited in addition to birdwatching for tangibles, and to train and certify tour guides in Saporkren for reliability and assurance.

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