Peran Kepuasan Pelanggan Dalam Memediasi Hubungan Pengalaman Berbelanja Secara Online Dengan Perilaku Pasca Pembelian
Abstract
The development of internet has led an increasing presence of online store, followed by developments in online shopping activities. The purpose of this study is to explain the role of customer satisfaction in mediating the relationship between experiences by word of mouth as well as the repurchase intention. The sample are 140 people in Denpasar who purchased cosmetics through online shop at least 1 times in the last of 6 month, determined using purposive sampling method. This research uses PLS (Partial Least Square) analysis. The study showed that online shopping experience has a positive and significant impact on customer’s satisfaction, repurchase intention and positive word of mouth. Customer’s satisfaction has a positive and significant effect on repurchase intention and positive word of mouth. Customer’s satisfaction was also shown has mediation effect on repurchase intention and positive word of mouth.
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References
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APJII. 2015. Profil Pengguna Internet Indonesia 2014. Jakarta: Asosiasi Penyelenggara Jasa Internet Indonesia.
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So, W.M., Wong, T.D., and Sculli, D. 2005. Factors Affecting Intentions to Purchase Via The Internet. Industrial Management & Data Systems, Vol. 105, No. 9, pp. 1225-1244.
Tong, X 2010. A Cross-National Investigation of An Extended Technology Acceptance Model in the Online Shopping Context, International Journal of Retail & Distribution Management, Vol. 38, No. 10, pp. 742-759.
Umar, H. 2005. Study Kelayakan Bisnis. Edisi Ketiga. Gramedia Pustaka Utama: Jakarta.
Weisberg, J., Dov T., and Amar, L. 2011. Past Purchase and Intention to Purchase in e-commerce. The Mediation of Social Presence and Trust. Internet Research, Vol. 21, No. 1, pp. 82-96.
Wu, W.Y. and Chang, M.L. 2007. The Role of Risk Attitude on Online Shopping: Experience, Customer Satisfaction, and Repurchase Intention. Social Behavior and Personality, Vol. 35, No. 4, pp. 453.
Yan, X.Z.J.L.Y. 2013. Information self-efficacy and information channels Decision quality and online shopping satisfaction. Online Information Review. Vol. 37 Iss 6 pp. 872 – 890.
Young, H., and Hyunjoo, I. 2012. Role of Web Site Design Quality in Satisfaction and Word of Mouth Generation. Journal of Service Management. Vol. 23.
http://www.internetworldstats.com/images/asia2016top.png/Diakses pada 6 Maret 2016
http://www.sloka.or.id/laporan-survei-perilaku-pengguna-internet-bali/ Diakses pada 29 Maret 2016.
http://tekno.kompas.com/read/2014/11/24/07430087/Pengguna.Internet.IndonesiaNomor.Enam.Dunia/ Diakses pada 19 Oktober 2016.
APJII. 2015. Profil Pengguna Internet Indonesia 2014. Jakarta: Asosiasi Penyelenggara Jasa Internet Indonesia.
Casaló, L.V., Carlos, F., Miguel, G. 2008. The Role of Satisfaction and Website Usability in Developing Customer Loyalty and Positive Word-of-mouth In The e-banking Services. The International Journal of Bank Marketing, Vol. 26, No. 6.
Ferdinand, A. 2002. Structural Equation Modelling dalam Penelitian Manajemen. Semarang. Badan Penerbit Universitas Diponogoro.
Finn, A., Wang, L. dan Frank, T. 2009, Attitude Perceptions, Customer Satisfaction dan Intention to Recommend E-Services”, Journal of Interactive Marketing, Vol. 23, pp. 209-215.
Giantari, I.G.A.K., Zain, D., Rahayu, M., dan Solimun. 2013. The Role of Perceived Behavioral Control and Trust as Mediator ofExperience on Online Purchasing Intentions Relationship a Study on Youth in Denpasar city (Indonesia). International Journal of Business and Management Invention, Vol. 2, No. 1, pp. 30-38.
Grewal, D., Levy, M. and Kumar, V. 2009, “Customer Experience Management in Retailing: An Organizing Framework”, Journal of Retailing, Vol. 85 No. 1, pp. 1-14
Huang, Y.C., Wu, J.Y.C., Wang, YC., and Boulanger, N.C. 2011. Decision Making in Online Auctions. Management Decision, Vol. 49, No. 5, pp. 784-800.
Illias, P.O., Pateli, A.G., Giannakos, M.N., and Chrissikopoulos, V. 2014. Moderating Effects of Online Shopping Experience on Customer Satisfaction and Repurchase Intentions. International Journal of Retail & Distribution Management. Vol. 42 No. 3, pp. 187-204
Kang, Y.R., Cheol, P., Yao W., Ying, Y. 2011. Factors Influencing eWOM Effects: Using Experience, Credibility, and Susceptibily. International Journal of Social Science and Humanity. Vol. 1, No. 1.
Kassim, A.W.M., Igau, O.A., Harun, A., dan Tahajuddin, S. 2014. Mediating Effect of Customer Satisfaction on Perceived Product Quality, Perceived Value, and Their Relation to Brand Loyalty. International Journal of Research in Management & Business Studies, Vol. 1, No. 2, pp. 13-18.
Klaus, M. 2012. “Changing of The Guard - Customer Experience: The New (and improved) Service Quality Construct? An Empirical Investigation”. Journal of Service Marketing, Vol. 90 No. 1, pp. 1-18.
Ladhari, R. 2007. The Effect of Consumption Emotions on Satisfaction and Word of Mouth Communications. Journal Psychology and Marketing, Vol.24 No. 12, pp. 1085-1108
Laroche, M., Yang, Z., McDougall, G.H.G., and Bergeron, J. 2005. Internet Versus Bricks and Mortar Retailers: An Investigation into Intangibility and Its Consequences. Journal of Retailing, Vol. 81, No. 4, pp. 251-267.
Leisen, B. and Prosser, E. 2004, Customers’ Perception of Expensiveness and Its Impact on Loyalty Behaviors, Services Marketing Quarterly. Vol. 25 No. 3, pp. 35-52
Lekhawipat, W. and Lin, C. 2014. Factors Affecting Online Repurchase Intention. Industrial Management & Data Systems, Vol. 114, No. 4, pp. 597-611.
Ling, K.C., Chai, L.T., and Piew, T.H. 2010. The Effects of Shopping Orientations, Online Trust and Prior Online Purchase Experience Toward Customers’ Online Purchase Intention. International Business Research, Vol. 3, No. 3, pp. 63-76.
Limayem, M. and Cheung, C.M.K. 2011, Predicting The Continued Use of Internet-Based Learning Technologies: The Role of Habit, Behaviour& Information Technology. Vol. 30 No. 1, pp. 91-99.
Mix Magazine, 10/IV/23 October – 20 November 2007.
Monsuwe, T. P., Dellaert, B., and Ruyter, K. 2004. What Drives Consumers To Shop Online A Literature Review. International Journal of Service Industry Management, Vol. 15, No.1, pp. 102-121.
Mosavi, S.A. and Ghaedi, M. 2012. Role of Perceived Value in Explaining Trust and Repurchase Intention in E-Shopping. African Journal of Business Management, Vol. 6, No.14, pp. 4910-4920.
Ortega, J., Blanca, H.J., Martínez, M., and José, M. 2008. Differences Between Potential, New and Experienced e-customers: Analysis of e-purchasing Behavior. Internet Research. Vol. 18 No. 3
Parastanti, G.P., Srikandi, K., dan Kadarisman, H. 2014. Pengaruh Prior Online Purchase experience Terhadap Trust dan Online Repurchase Intention. Jurnal Administrasi Bisnis (JAB), Vol. 16, No. 1, pp. 1-7.
Rose, S., Hair, N., and Clark, M. 2011. Online Customer Experience: A Review of The Business-to-Consumer Online Purchase Context. International Journal of Management Reviews, Vol. 13, No. 1, pp. 24-39.
Rose, S., Clark M., Samouel, P., Hair, N. 2012. Online Customer Experience in e-Retailing: An Empirical Model of Antecedent and Outcomes. Journal of Retailing, Vol. 88, No. 2, pp. 308-322.
Suandana, W. 2016. Pengaruh Pengalaman Membeli Produk Fashion Terhadap Niat Membeli Kembali Melalui Kepuasan dan Kepercayaan Pelanggan. Jurnal Manajemen, Strategi Bisnis dan Kewirahusahaan.Vol. 10 No. 1.
So, W.M., Wong, T.D., and Sculli, D. 2005. Factors Affecting Intentions to Purchase Via The Internet. Industrial Management & Data Systems, Vol. 105, No. 9, pp. 1225-1244.
Tong, X 2010. A Cross-National Investigation of An Extended Technology Acceptance Model in the Online Shopping Context, International Journal of Retail & Distribution Management, Vol. 38, No. 10, pp. 742-759.
Umar, H. 2005. Study Kelayakan Bisnis. Edisi Ketiga. Gramedia Pustaka Utama: Jakarta.
Weisberg, J., Dov T., and Amar, L. 2011. Past Purchase and Intention to Purchase in e-commerce. The Mediation of Social Presence and Trust. Internet Research, Vol. 21, No. 1, pp. 82-96.
Wu, W.Y. and Chang, M.L. 2007. The Role of Risk Attitude on Online Shopping: Experience, Customer Satisfaction, and Repurchase Intention. Social Behavior and Personality, Vol. 35, No. 4, pp. 453.
Yan, X.Z.J.L.Y. 2013. Information self-efficacy and information channels Decision quality and online shopping satisfaction. Online Information Review. Vol. 37 Iss 6 pp. 872 – 890.
Young, H., and Hyunjoo, I. 2012. Role of Web Site Design Quality in Satisfaction and Word of Mouth Generation. Journal of Service Management. Vol. 23.
http://www.internetworldstats.com/images/asia2016top.png/Diakses pada 6 Maret 2016
http://www.sloka.or.id/laporan-survei-perilaku-pengguna-internet-bali/ Diakses pada 29 Maret 2016.
http://tekno.kompas.com/read/2014/11/24/07430087/Pengguna.Internet.IndonesiaNomor.Enam.Dunia/ Diakses pada 19 Oktober 2016.
Published
2018-02-10
How to Cite
SUMARTINI, Ade Ruly; GIANTARI, I Gusti Ayu Ketut; SETIAWAN, Putu Yudi.
Peran Kepuasan Pelanggan Dalam Memediasi Hubungan Pengalaman Berbelanja Secara Online Dengan Perilaku Pasca Pembelian.
Jurnal Ekonomi Kuantitatif Terapan, [S.l.], p. 91-101, feb. 2018.
ISSN 2303-0186.
Available at: <https://ojs.unud.ac.id/index.php/jekt/article/view/31718>. Date accessed: 21 nov. 2024.
doi: https://doi.org/10.24843/JEKT.2018.v11.i01.p07.
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Articles
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