Determinan repurchase intention dalam belanja online
DOI:
https://doi.org/10.33603/jibm.v6i2.7643Keywords:
E-loyalty, E-repurchase intention, E-Satisfaction, E-TrustAbstract
Abstract. The purpose of this study is to identify online repurchase intentions among Indonesian consumers, especially student consumers, with a special focus on the effects of e-satisfaction, e-trust and e-loyalty. As there is limited research explaining online repurchase intentions in developing countries, this study was conducted in Indonesia. An empirical study was conducted using a questionnaire survey and a total of 290 respondents were used to test the proposed model. The results showed that e-satisfaction, e-trust and e-loyalty had a positive effect on repurchase intentions at online stores. In addition, it was found that trust in online stores is the main determinant of online repurchase intentions followed by satisfied online customers and loyal to online store websites.
Â
Keywords: E-loyalty;Â E-repurchase intention; E-Satisfaction; E-Trust
Â
Abstrak. Tujuan dari penelitian ini adalah untuk mengidentifikasi minat pembelian ulang online pada konsumen Indonesia khususnya konsumen mahasiswa dengan fokus khusus pada pengaruh e-satisfaction, e-trust dan e-loyalty. Karena ada penelitian terbatas yang menjelaskan niat pembelian ulang online di negara berkembang, penelitian ini dilakukan di Indonesia. Sebuah studi empiris telah dilakukan dengan menggunakan survei kuesioner dan total 290 responden digunakan untuk menguji model yang diusulkan. Hasil penelitian menunjukkan bahwa kepuasan, kepercayaan dan loyalitas memiliki pengaruh positif terhadap minat pembelian ulang pada toko online. Selain itu, ditemukan bahwa kepercayaan pada toko online adalah penentu utama terhadap minat pembelian ulang secara online diikuti oleh pelanggan online yang puas serta loyal terhadap situs web toko online.
Â
Kata kunci: E-loyalty;Â E-repurchase intention; E-Satisfaction; E-Trust
References
Anderson, R. E., & Srinivasan, S. S. (2003a). E-Satisfaction and E-Loyalty: A Contingency Framework. Psychology and Marketing, 20(2), 123–138. https://doi.org/10.1002/mar.10063
Anderson, R. E., & Srinivasan, S. S. (2003b). Eâ€satisfaction and eâ€loyalty: A contingency framework. Psychology & Marketing, 20(2), 123–138.
Assael, H. (1992). Consumer behavior and marketing. Action, Boston.
Beneke, J., Flynn, R., Greig, T., & Mukaiwa, M. (2013). The influence of perceived product quality, relative price and risk on customer value and willingness to buy: a study of private label merchandise. Journal of Product & Brand Management.
Bhattacherjee, A. (2001). Understanding information systems continuance: An expectation-confirmation model. MIS Quarterly, 351–370.
Chou, S., Chen, C.-W., & Lin, J.-Y. (2015). Female online shoppers: Examining the mediating roles of e-satisfaction and e-trust on e-loyalty development. Internet Research.
Collier, J. E., & Bienstock, C. C. (2006). Measuring service quality in E-retailing. Journal of Service Research, 8(3), 260–275. https://doi.org/10.1177/1094670505278867
Dapas, C. C., Sitorus, T., Purwanto, E., & Ihalauw, J. J. O. I. (2019). The effect of service quality and website quality of zalora. Com on purchase decision as mediated by purchase intention. Calitatea, 20(169), 87–92.
Eroglu, S. A., Machleit, K. A., & Davis, L. M. (2001). Atmospheric qualities of online retailing: A conceptual model and implications. Journal of Business Research, 54(2), 177–184. https://doi.org/10.1016/S0148-2963(99)00087-9
Fang, Y., Qureshi, I., Sun, H., McCole, P., Ramsey, E., & Lim, K. H. (2014). Trust, satisfaction, and online repurchase intention. Mis Quarterly, 38(2), 407-A9.
Farida, N. (2018). Pengaruh Reputasi Merek, Kualitas Produk Dan Word of Mouth Terhadap Repurchase Intention Koperasi Serba Usaha (Ksu) Apikri (Studi Kasus Pada Konsumen Produk Kerajinan Ksu Apikri Yogyakarta). Jurnal Ilmu Manajemen, 15(1), 18–26.
Flavián, C., GuinalÃu, M., & Gurrea, R. (2006). The role played by perceived usability, satisfaction and consumer trust on website loyalty. Information and Management, 43(1), 1–14. https://doi.org/10.1016/j.im.2005.01.002
Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Sage Publications Sage CA: Los Angeles, CA.
Frederick, R., & Phil, S. (2000). E-loyalty: your secret weapon on the web. Harvard Business Review, 105–113. http://scholar.google.com/scholar?hl=en&btnG=Search&q=intitle:E-loyalty:+your+secret+weapon+on+the+web#1
Gefen, D. (2000). E-commerce: the role of familiarity and trust. Omega, 28(6), 725–737.
Grabner-Kräuter, S. (2009). Web 2.0 Social Networks: The Role of Trust. Journal of Business Ethics, 90(SUPPL. 4), 505–522. https://doi.org/10.1007/s10551-010-0603-1
Guiot, D., & Roux, D. (2010). A second-hand shoppers’ motivation scale: Antecedents, consequences, and implications for retailers. Journal of Retailing, 86(4), 355–371. https://doi.org/10.1016/j.jretai.2010.08.002
Ha, H., Janda, S., & Muthaly, S. K. (2010). A new understanding of satisfaction model in eâ€reâ€purchase situation. European Journal of Marketing, 44(7/8), 997–1016.
Hair, J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (1998). Factor analysis. Multivariate data analysis. NJ Prentice-Hall, 3, 98–99.
Harris, L. C., & Goode, M. M. H. (2004). The four levels of loyalty and the pivotal role of trust: a study of online service dynamics. Journal of Retailing, 80(2), 139–158.
Heijden, H. Van Der, Verhagen, T., & Creemers, M. (2003). Understanding online purchase intentions: Contributions from technology and trust perspectives. European Journal of Information Systems, 12(1), 41–48. https://doi.org/10.1057/palgrave.ejis.3000445
Hennig-Thurau, T., Malthouse, E. C., Friege, C., Gensler, S., Lobschat, L., Rangaswamy, A., & Skiera, B. (2010). The impact of new media on customer relationships. Journal of Service Research, 13(3), 311–330. https://doi.org/10.1177/1094670510375460
Hong, I. B., & Cho, H. (2011a). The impact of consumer trust on attitudinal loyalty and purchase intentions in B2C e-marketplaces: Intermediary trust vs. seller trust. International Journal of Information Management, 31(5), 469–479.
Hong, I. B., & Cho, H. (2011b). The impact of consumer trust on attitudinal loyalty and purchase intentions in B2C e-marketplaces: Intermediary trust vs. seller trust. International Journal of Information Management, 31(5), 469–479. https://doi.org/10.1016/j.ijinfomgt.2011.02.001
Horppu, M., Kuivalainen, O., Tarkiainen, A., & Ellonen, H. (2008). Online satisfaction, trust and loyalty, and the impact of the offline parent brand. Journal of Product & Brand Management.
Jarvenpaa, S. L., Tractinsky, N., Saarinen, L., & Vitale, M. (1999). Consumer trust in an internet store: A cross-cultural validation. Journal of Computer-Mediated Communication, 5(2), 45–71. https://doi.org/10.1111/j.1083-6101.1999.tb00337.x
Khalifa, M., & Liu, V. (2007). Online consumer retention: contingent effects of online shopping habit and online shopping experience. European Journal of Information Systems, 16(6), 780–792.
Kim, D. J. (2012). An investigation of the effect of online consumer trust on expectation, satisfaction, and post-expectation. Information Systems and E-Business Management, 10(2), 219–240.
Kimery, K. M., & McCord, M. (2002). Third party assurances: mapping the road to trust in eretailing. Journal of Information Technology Theory and Application (JITTA), 4(2), 7.
Lee, M. K. O., & Turban, E. (2001). A trust model for consumer internet shopping. International Journal of Electronic Commerce, 6(1), 75–91.
Lin, C., & Lekhawipat, W. (2014). Factors affecting online repurchase intention. Industrial Management & Data Systems.
Ling, K. C., Chai, L. T., & Piew, T. H. (2010). The Effects of Shopping Orientations, Online Trust and Prior Online Purchase Experience toward Customers’ Online Purchase Intention. International Business Research, 3(3), 63. https://doi.org/10.5539/ibr.v3n3p63
Mukherjee, A., & Nath, P. (2007). Role of electronic trust in online retailing: A re-examination of the commitment-trust theory. In European Journal of Marketing (Vol. 41, Issues 9–10). https://doi.org/10.1108/03090560710773390
Parastanti, G. P., Kumajdi, S., & Hidayat, K. (2014). Pengaruh Prior Online Purchase Experience Terhadap Trust dan Online Repurchase Intention. Jurnal Administrasi Bisnis S1 Universitas Brawijaya, 16(1), 84979.
Pavlou, P. A. (2003). Consumer acceptance of electronic commerce: Integrating trust and risk with the technology acceptance model. International Journal of Electronic Commerce, 7(3), 101–134.
Polites, G. L., Williams, C. K., Karahanna, E., & Seligman, L. (2012). A theoretical framework for consumer e-satisfaction and site stickiness: An evaluation in the context of online hotel reservations. Journal of Organizational Computing and Electronic Commerce, 22(1), 1–37.
Rai, A. K., & Medha, S. (2013). The antecedents of customer loyalty: An empirical investigation in life insurance context. Journal of Competitiveness, 5(2), 139–163.
Ratnasingam, P., Pavlou, P. A., & Tan, Y. (2002). The importance of technology trust for B2B electronic commerce. 15th Bled Electronic Commerce Conference EReality: Constructing the EEconomy, Bled, Slovenia.
Ribbink, D., Riel, A. C. R. Van, Liljander, V., & Streukens, S. (2004). PDF hosted at the Radboud Repository of the Radboud University Nijmegen Managing Service Quality : An International Journal. Managing Service Quality: An International Journal, 14(6), 446–456.
Rose, S., Clark, M., Samouel, P., & Hair, N. (2012). Online Customer Experience in e-Retailing: An empirical model of Antecedents and Outcomes. Journal of Retailing, 88(2), 308–322. https://doi.org/10.1016/j.jretai.2012.03.001
Shin, J. I., Chung, K. H., Oh, J. S., & Lee, C. W. (2013). The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea. International Journal of Information Management, 33(3), 453–463.
Soopramanien, D. (2011). Conflicting attitudes and scepticism towards online shopping: The role of experience. International Journal of Consumer Studies, 35(3), 338–347. https://doi.org/10.1111/j.1470-6431.2010.00945.x
Srinivasan, S. S., Anderson, R., & Ponnavolu, K. (2002). Customer loyalty in e-commerce: an exploration of its antecedents and consequences. Journal of Retailing, 78(1), 41–50.
Valvi, A. C., & West, D. C. (2013). E-loyalty is not all about trust, price also matters: Extending expectation-confirmation theory in bookselling websites. Journal of Electronic Commerce Research, 14(1), 99–123.
Waheed, A., & Yang, J. (2018). The impact of mobile marketing on online consumer buying behavior: empirical evidence from Pakistan. International Journal of Mobile Communications, 16(1), 1. https://doi.org/10.1504/ijmc.2018.10009564
Wang, H.-C., Pallister, J. G., & Foxall, G. R. (2006). Innovativeness and involvement as determinants of website loyalty: II. Determinants of consumer loyalty in B2C e-commerce. Technovation, 26(12), 1366–1373.
Weisberg, J., Te’eni, D., & Arman, L. (2011). Past purchase and intention to purchase in eâ€commerce: The mediation of social presence and trust. Internet Research.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46.
Zhang, Y., Fang, Y., Wei, K.-K., Ramsey, E., McCole, P., & Chen, H. (2011). Repurchase intention in B2C e-commerce—A relationship quality perspective. Information & Management, 48(6), 192–200.
Zhou, T., Lu, Y., & Wang, B. (2009). The relative importance of website design quality and service quality in determining consumers’ online repurchase behavior. Information Systems Management, 26(4), 327–337.
Downloads
Published
How to Cite
Issue
Section
Citation Check
License
Copyright Notice
Copyright notice:
- Authors grants the copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access)
