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 Factors Influencing Customer’s Repurchase Intention of Go-Jek in Semarang, Indonesia

2019 ◽  
Vol 2 (4) ◽  
pp. 458-472
Author(s):  
Mudiantono Mudiantono ◽  
Debrina Andhike
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Brand Image ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Price Perception ◽  
Factors Influencing ◽  
Customer Dissatisfaction

The emergence of GO-JEK is the beginning of many similar businesses. People are smart enough to compare the benefits that each company offers. Customer dissatisfaction is one of the reasons why people stop using a company’s service. Thus, the company needs to be able to implement strategies in order to keep or increase customer interest in using services offered by GO-JEK. This study aims to analyze how to increase the customers’ intention to repurchase GO-JEK’s services. The method used in collecting data is purposive sampling. This study has 180 samples that were collected through questionnaires. Questionnaires were distributed to the respondents who have ever tried using GO-JEK’s services more than twice in Semarang, Indonesia. The data collected were processed using Structural Equation Modeling (SEM) through AMOS ver. 22.0 to test ten hypothesis. The results show that service quality has a positive and significant effect on brand image, trust, customer satisfaction, and repurchase intention. Price perception also has positive and significant effect on customer satisfaction and repurchase intention. Repurchase intention has also been positively and significantly affected by trust and customer satisfaction. While brand image has a positive but not significant effect on repurchase intention. The results also show that service quality through customer satisfaction has the most significant impact on repurchase intention. Thus, in order to increase repurchase intention, GO-JEK needs to increase service quality and customer satisfaction. Keywords: Service Quality, Price Perception, Repurchase Intention.

scholarly journals PERAN CUSTOMER SATISFACTION MEMEDIASI PENGARUH SERVICE QUALITY TERHADAP REPURCHASE INTENTION PADA PENGGUNA LAZADA DI DENPASAR

2020 ◽  
Vol 9 (2) ◽  
pp. 637
Author(s):  
I Wayan Angga Wiradarma ◽  
Ni Nyoman Rsi Respati
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Online Shopping ◽  
The Internet ◽  
Repurchase Intention

The development of technology and the internet has facilitated global activities both in the fields of economics, governance and human lifestyles. The interest in repurchasing online is of particular concern to Lazada, which have decreased the number of visitors to Lazada's online shopping sites. The purpose of this study was to determine the role of customer satisfaction in memdiasi effect of service quality on repurchase intention. The study was conducted on Lazada in Denpasar with 80 respondents. Data obtained by questionnaire which was analyzed using Path Analysis. The results of this study indicate that service quality positively and significantly influences repurchase intention. Service quality positively and significantly influences customer satisfaction. Customer satisfaction positively and significantly influences repurchase intention. Customer satisfaction is able to mediate the effect of service quality on repurchase intention. This shows that customer satisfaction has an important role in service quality thereby increasing repurchase intention in Lazada. Keywords: E-Commerce, Customer Satisfaction, Service Quality, Repurchase Intention

scholarly journals The Effect of Service Quality, Corporate Image, and Price Perceived in Creating Customer Satisfaction and Loyalty on Education Business

2020 ◽  
Vol 10 (1) ◽  
pp. 45-56
Author(s):  
Slamet Heri Winarno ◽  
Aloysius Rangga Aditya Nalendra ◽  
Bryan Givan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Quantitative Research ◽  
Corporate Image ◽  
Equation Modeling ◽  
Business Services ◽  
Price Perception ◽  
Customer Satisfaction And Loyalty

Competition in business services, especially education services show a trend that increasingly tight nowadays. Each school is required to be able to create a level of satisfaction and loyalty for its service users. This study was conducted to determine the effect of service quality, corporate image and price perception in creating customer satisfaction and loyalty. In this study using 173 respondents as a sample by using the method of saturated sampling. This research is a quantitative research using the observation method, interview, and spreading of the questionnaire. The analysis technique used is Structural Equation Modeling (SEM) with the path diagram. Variables used include quality of service (X1), corporate image (X2), price perception (X3), customer satisfaction (Y1) and customer loyalty (Y2). The results showed that customer satisfaction is influenced by corporate image and price perception of 18.4% while customer loyalty is influenced by price perception and customer satisfaction of 60.5%. This suggests that service quality is not always a decisive factor in customer satisfaction and loyalty.

Impact of service quality and trust on repurchase intentions – the case of Pakistan airline industry

2017 ◽  
Vol 29 (5) ◽  
pp. 1136-1159 ◽  
Author(s):  
Muhammad Abid Saleem ◽  
Sadaf Zahra ◽  
Asif Yaseen
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Airline Industry ◽  
Structural Equation ◽  
The Body ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Data Set ◽  
Content Type ◽  
Repurchase Intentions

Purpose The purpose of this paper is to examine the antecedents of repurchase intentions in the Pakistani airline industry. Though research on repurchase intentions has traditionally focused on service quality and satisfaction, recently scholars have proposed that word of mouth (WOM) and thin Pakistan’s airline industr trust also play a vital role in driving repurchase intentions for all services businesses. Design/methodology/approach The study employs structural equation modeling to examine the hypothesized relationships among antecedents of repurchase intention drawing on a data set of 383 customers listed as “frequent flyer members” within Pakistan’s airline industry. Findings The results revealed that service quality and trust are directly associated with repurchase intentions as well as through the mediator of customer satisfaction. The findings hold important implications for marketers and academics. Originality/value This study makes original contribution to the body of knowledge in the services marketing sector by investigating the effects of service quality and trust through the mediation of customer satisfaction and brand image, and the moderation of WOM factors on predictors of repurchase intention.

scholarly journals THE EFFECT OF FOOD QUALITY AND SERVICE QUALITY TOWARDS CUSTOMER SATISFACTION AND REPURCHASE INTENTION (CASE STUDY OF HOT PLATE RESTAURANTS)

2020 ◽  
Vol 10 (1) ◽  
pp. 1
Author(s):  
Desman Hidayat ◽  
Aryo Bismo ◽  
Amelia Ruwaida Basri
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Food Quality ◽  
Structural Equation ◽  
Total Sample ◽  
Equation Modeling ◽  
Repurchase Intention ◽  
Hot Plate ◽  
Positive Effects ◽  
Influence Of Food

The food and beverages industry have been growing rapidly, making the competition in this industry higher. Therefore, innovation is needed to survive. The purpose of this study is to analyze the influence of food quality and service quality on the customer satisfaction of hot plate restaurants’ consumers, which in turn will have an impact on repurchase intention. The method used in this study is a quantitative approach, using a Likert Scale as a measurement method. Data analysis uses the structural equation modeling (SEM) method with SmartPLS 3.0 tools. The population of this study is XYZ hot plate restaurants’ consumers in Sunter and Bekasi. Total sample that used in this research is 100 samples by using the Slovin formula. The results of this study show significant and positive effects, both individually and simultaneously, between food quality and service quality to customer satisfaction and its impact on repurchase intention. Therefore, in order to compete with others, XYZ hot plate restaurants should (1) Improve and maintain their foods and drinks, (2) Maintain their employees’ credibility, and (3) Reduce the waiting list.   

scholarly journals The Importance of Service Quality in Building Customer Satisfaction and Loyalty in the Service Industry: A Case Study of Hunky Dory Barbershop

2020 ◽  
Vol 11 (2) ◽  
pp. 79-89
Author(s):  
Muhammad Fakhrul Arifin ◽  
Hartoyo Hartoyo ◽  
Eva Z Yusuf
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Service Industry ◽  
Sampling Technique ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Price Perception ◽  
Customer Satisfaction And Loyalty

The research aimed to see how the influence of service quality was on customer satisfaction and loyalty in Hunky Dory Barbershop. The research was an explanatory research. The sampling technique was done by giving questionnaires to random customers who came to Hunky Dory barbershop. Analysis applied Structural Equation Modeling-Partial Least Square (SEM-PLS) to see the relationship between variables of service quality, price perception, trust, customer satisfaction, and loyalty. The results show that all variables affect customer satisfaction and loyalty, except price perception. It does not affect satisfaction since customers do not consider price when they are satisfied with the service. There is a significant positive relationship between service quality and loyalty which shows that the higher the service quality is, the higher the loyalty will be.

scholarly journals SERVICE QUALITY, CUSTOMER SATISFACTION, BRAND TRUST AND REPURCHASE INTENTION

2020 ◽  
Vol 15 (2) ◽  
pp. 493-514
Author(s):  
Rendy Sumara ◽  
Lina Salim
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Goodness Of Fit ◽  
Sem Analysis ◽  
Equation Modeling ◽  
Future Research ◽  
Brand Trust ◽  
Repurchase Intention ◽  
Quantitative Analysis Method

Research objectives - The purpose of this study was to analyze the factors that affect the repurchase intention of Starbucks Coffee Forward Oakwood Jakarta consumers related to service quality (servqual), customer satisfaction and brand trust.Design/Methodology/Approach - The quantitative analysis method uses structural equation modeling (SEM) analysis with LISREL software version 8.80. Sampling was carried out for 4 months. Respondents who were selected as respondents had criteria as consumers who had visited and had made a one-time purchase at Starbucks Coffee Forward Oakwood Jakarta. The research instrument was a questionnaire and the respondents filled it directly on the google form.Findings - The proposed research model meets the Goodness of Fit (GOF) category. The factor that affects repurchase intention is servqual which is an important factor in increasing repurchase intention. Customer satisfaction mediates the influence of servqual and brand trust with repurchase intention.Research limitations - This study is limited to Starbucks Coffee Forward located in Oakwood Jakarta. In the future, research can be carried out on Starbucks Coffee Forward Oakwood in other areas such as those in Bali.Originality/value - This study raises customer satisfaction and repurchase intention depending on the brand trust that consumers have. The novelty of this study is the object of research, namely Starbucks Coffee Forward Oakwood Jakarta. This Starbucks has a characteristic that is different from other Starbucks

scholarly journals ANALISA PENGARUH SERVICE QUALITY DAN PRICE PERCEPTION TERHADAP CUSTOMER SATISFACTION DENGAN PERCEIVED VALUE SEBAGAI VARIABEL INTERVENING PADA COFFEE TOFFEE JATIM EXPO SURABAYA

2018 ◽  
Vol 2 (1) ◽  
Author(s):  
Wiwik Retnaningsih ◽  
Batara hotma Perdana siahan
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Perceived Value ◽  
Sampling Technique ◽  
Equation Modeling ◽  
Price Perception ◽  
Analysis Technique ◽  
The Mind

AbstractCoffee Toffee can be used for meetings or other events. In terms of service Coffee Toffee has an excellent barista and knowledgeable about coffee, cozy atmosphere equipped with various facilities, making Coffee Toffee as a place for those who want to refresh the mind while relaxing and enjoy a cup of cappucino, latte or espresso. This study aims to analyze the effect of service quality and price perception to customer satisfaction with perceived value as intervening variable at Coffee Toffee Jatim ExpoThis research belongs to the type of causal research. The population used is Coffee Toffee East Java Expo Surabaya customers who have purchased Service Quality from Coffee Toffee Jatim Expo Surabaya, while the sample used in this research is 120 people taken by using purposive sampling sampling technique. Data collection was done by distributing questionnaires. Data analysis technique used is Structural Equation Modeling (SEM) with AMOS software.The results in this study indicate that (1) there is influence but not significant from service quality from Coffee Toffee Java Expo Surabaya to perceived value; (2) there is influence but not significant from service quality from Coffee Toffee Jatim Expo Surabaya to customer satisfaction; (3) there is influence Price Perception from Coffee Toffee Jatim Expo Surabaya to perceived value; (4) there is influence of price perception from Coffee Toffee Jatim Expo Surabaya to customer satisfaction; and (5) there is influence perceived value from Coffee Toffee Jatim Expo Surabaya to customer satisfaction. Kata kunci: service quality, price perception, perceived value, customer satisfaction

scholarly journals Analysing Service Quality and its Relation to Customer Satisfaction and Loyalty in Sportswear Retail Market

2021 ◽  
Vol 0 (0) ◽  
Author(s):  
Canan Saricam
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Retail Market ◽  
Ancillary Service ◽  
Confirmatory Factor ◽  
Order Construct ◽  
Primary Focus

Abstract The sportswear industry has a growing market globally. In the sportswear retail market, where the primary focus is on providing customers the product, but provision of the necessary ancillary service also takes place, the service quality and its relation to customer satisfaction and customer loyalty are important. With an attempt to find out this relationship, the data for this study was obtained from 251 people living in Turkey. The service quality was described as a second-order construct with the dimensions proposed in SERVQUAL scale. Confirmatory factor analysis and structural equation modeling were used to analyze and validate the model. The findings showed that the service quality, together with the relevant dimensions, tangibles, reliability, and assurance, has an influence on the customer satisfaction but not on the customer loyalty. Nonetheless, it was confirmed the customer satisfaction has an impact on the customer loyalty.

scholarly journals Study The Effects Of Corporate Image, Service Quality And Price Perceptions On Customer Satisfaction And Purchase Loyalty (A Survey On Pertamina In South Sulawesi Province)

2020 ◽  
Vol 5 (2) ◽  
Author(s):  
Paulus Johan Lolo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Sampling Method ◽  
Equation Model ◽  
Corporate Image ◽  
Price Perception ◽  
South Sulawesi ◽  
Quota Sampling ◽  
Price Perceptions

This study seeks to analyze the influence of corporate image, quality services and price perceptions of Pertamina product customer satisfaction, analyze the influence of corporate image, service quality and price perceptions on purchase loyalty, analyze customer satisfaction on purchase loyalty, and analyze the influence of corporate image, service quality and price perception through customer satisfaction on purchase loyalty. The study was conducted at the Pertamina Office in South Sulawesi Province with a population of 5,540 people and a sample of 277 respondents based on a 5% Quota sampling method. Data were analyzed using the Structural Equation Model using AMOS 18. The results found that corporate image, service quality and price perception had a positive and significant effect on customer satisfaction. Corporate image, service quality and price perception have a positive and significant effect on purchase loyalty. Customer satisfaction has a positive and significant effect on purchase loyalty. Feelings of pleasure using the product as an actualization of the attitude of customer loyalty, corporate image and service quality through customer satisfaction has a positive and significant effect on purchase loyalty, while price perception through customer satisfaction has a positive and insignificant effect on purchase loyalty. 

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