Anteseden dan Konsekuensi dari Customer Satisfaction pada E-commerce
Keywords:
Customer Satisfaction, Information Quality, Perceived Ease of Use, Perceived Usefulness, Website Design
Abstract
Teknologi internet telah menjadi bagian yang tidak terpisahkan dari kehidupan manusia di era modern ini. Masyarakat yang bergantung pada teknologi dan internet menginginkan efisiensi dan kemudahan dalam berbagai aspek kehidupan, salah satunya dalam hal berbelanja. Tren belanja online berdampak pada e-commerce secara keseluruhan. Tujuan dari penelitian ini adalah untuk menganalisis pengaruh positif perceived usefulness, perceived ease of use, website design terhadap customer satisfaction dan pengaruh customer satisfaction terhadap purchase intention pada e-commerce serta menambah variabel information quality yang berpengaruh positif terhadap customer satisfaction. Penelitian ini dilakukan pada individu yang telah melakukan pembelian pada platform e-commerce setidaknya minimal 5 kali dalam 1 tahun terakhir. Penelitian ini menggunakan metode kuantitatif. Data penelitian diperoleh melalui kuesioner online (Google Form) yang disebarkan kepada 263 responden. Metode penarikan sampel yang digunakan dalam penelitian ini yaitu purposive sampling. Data dianalisis dengan menggunakan Structural Equation Model (SEM). Hasil yang telah didapatkan adalah perceived usefulness, perceived ease of use, website design, information quality berpengaruh signifikan dan positif terhadap customer satisfaction, dan customer satisfaction berpengaruh signifikan dan positif terhadap purchase intention.
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Tandon, U., Kiran, R., & Sah, A. N. (2016). Analysing the complexities of website functionality, perceived ease of use and perceived usefulness on customer satisfaction of online shoppers in India. In Int. J. Electronic Marketing and Retailing (Vol. 7, Issue 2).
Tandon, U., Kiran, R., & Sah, A. N. (2017). Customer Satisfaction as mediator between website service quality and repurchase intention: An emerging economy case. Service Science, 9(2), 106–120. https://doi.org/10.1287/serv.2016.0159
Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: Dimensionalizing, measuring and predicting etail quality. Journal of Retailing, 79(3), 183–198. https://doi.org/10.1016/S0022-4359(03)00034-4
Al-Khayyal, A., Alshurideh, M., al Kurdi, B., & Aburayya, A. (2020). The Impact of Electronic Service Quality Dimensions on Customers’ E-Shopping and E-Loyalty via the Impact of E-satisfaction and E-Trust: A Qualitative Approach. In International Journal of Innovation, Creativity and Change. www.ijicc.net (Vol. 14, Issue 9). www.ijicc.net
Amin, M., Rezaei, S., & Abolghasemi, M. (2014). User satisfaction with mobile websites: the impact of perceived usefulness (PU), perceived ease of use (PEOU) and trust. Nankai Business Review International, 5(3), 258–274. https://doi.org/10.1108/NBRI-01-2014-0005
Brady, M. K., & Robertson, C. J. (2001). Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study.
Childers, T. L., Carr, C. L., Peck, J., & Carson, S. (2001). online retail shopping behavior Hedonic and utilitarian motivations for online retail shopping behavior. In Journal of Retailing (Vol. 77). www.LivePlanet.com/home.html
Chiu, W., & Cho, H. (2019). E-commerce brand: The effect of perceived brand leadership on consumers’ satisfaction and repurchase intention on e-commerce websites. Asia Pacific Journal of Marketing and Logistics, 33(6), 1339–1362. https://doi.org/10.1108/APJML-10-2018-0403
DeLone, W. H., & McLean, E. R. (2004). Measuring e-commerce success: Applying the DeLone and McLean Information Systems Success Model. International Journal of Electronic Commerce, 9(1), 31–47. https://doi.org/10.1080/10864415.2004.11044317
Dhingra, S., Gupta, S., & Bhatt, R. (2020). A study of relationship among service quality of E-Commerce websites, customer satisfaction, and purchase intention. International Journal of E-Business Research, 16(3), 42–59. https://doi.org/10.4018/IJEBR.2020070103
Gounaris, S., Dimitriadis, S., & Stathakopoulos, V. (2010). An examination of the effects of service quality and satisfaction on customers’ behavioral intentions in e-shopping. Journal of Services Marketing, 24(2), 142–156. https://doi.org/10.1108/08876041011031118
Humbani, M., & Wiese, M. (2019). An integrated framework for the adoption and continuance intention to use mobile payment apps. International Journal of Bank Marketing, 37(2), 646–664. https://doi.org/10.1108/IJBM-03-2018-0072
Lai, I. S., Huang, Y. F., Siang, J. H., & Weng, M. W. (2020). Evaluation of Key Success Factors for Web Design in Taiwan’s Bike Case Study. Journal of Asian Finance, Economics and Business, 7(11), 927–937. https://doi.org/10.13106/jafeb.2020.vol7.no11.927
Lee, G. G., & Lin, H. F. (2005). Customer perceptions of e-service quality in online shopping. In International Journal of Retail and Distribution Management (Vol. 33, Issue 2, pp. 161–176). https://doi.org/10.1108/09590550510581485
Lee, V., Park, S., & Lee, D. (2022). The Effect of E-commerce Servi ce Quali ty Factors on Customer Sati sfacti on, Purchase Intention, and Actual Purchase in Uzbekistan. Global Business and Finance Review, 27(3), 56–74. https://doi.org/10.17549/gbfr.2022.27.3.56
Miao, M., Jalees, T., Zaman, S. I., Khan, S., Hanif, N. ul A., & Javed, M. K. (2021). The influence of e-customer satisfaction, e-trust and perceived value on consumer’s repurchase intention in B2C e-commerce segment. Asia Pacific Journal of Marketing and Logistics. https://doi.org/10.1108/APJML-03-2021-0221
NGUYEN, L., NGUYEN, T. H., & TAN, T. K. P. (2021). An Empirical Study of Customers’ Satisfaction and Repurchase Intention on Online Shopping in Vietnam. Journal of Asian Finance, Economics and Business, 8(1), 971–983. https://doi.org/10.13106/jafeb.2021.vol8.no1.971
Nugroho, J. (2021). Gopay User Satisfaction Analysis in Semarang City during the Covid-19 Pandemic (Vol. 22). https://jurnal.polines.ac.id/index.php/admisi
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10). https://doi.org/10.1016/j.heliyon.2019.e02690
Tandon, U., Kiran, R., & Sah, A. N. (2016). Analysing the complexities of website functionality, perceived ease of use and perceived usefulness on customer satisfaction of online shoppers in India. In Int. J. Electronic Marketing and Retailing (Vol. 7, Issue 2).
Tandon, U., Kiran, R., & Sah, A. N. (2017). Customer Satisfaction as mediator between website service quality and repurchase intention: An emerging economy case. Service Science, 9(2), 106–120. https://doi.org/10.1287/serv.2016.0159
Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: Dimensionalizing, measuring and predicting etail quality. Journal of Retailing, 79(3), 183–198. https://doi.org/10.1016/S0022-4359(03)00034-4
Published
2023-12-07
How to Cite
Manuaba, I. A. P. P., & Faisal, A. (2023). Anteseden dan Konsekuensi dari Customer Satisfaction pada E-commerce. Jurnal Manajemen Dan Keuangan, 12(2), 331-343. https://doi.org/10.33059/jmk.v12i2.6881
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