UTILITARIAN SHOPPING VALUE AND HEDONIC SHOPPING VALUE TO IMPROVE CUSTOMER SATISFACTION AND REPURCHASE INTENTION ON E-COMMERCE BUSINESS

Mugiono Mugiono · Mintarti Rahayu

8 citations0/0 files storedJurnal Aplikasi Manajemen

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Consumer Behavior and Marketing Influence Customer Service Quality and Loyalty Consumer Retail Behavior Studies

Abstract

This study aims to examine and analyze the relationships between motivation shopping value, repurchase intention, and customer satisfaction on Lazada Indonesia’s ecommerce consumers in Malang City. The population of this research is Lazada Indonesia consumers who are of productive age (19-34 years old) in Malang City and the number of samples obtained following the research criteria is 100 correspondents. Sample selection is done by the non-probability sampling technique with the purposive sampling method. The research instrument used was a questionnaire that was analyzed using smartPLS 2.0 software. The results of this study indicate that utilitarian shopping value and hedonic shopping value have a direct effect on customer satisfaction and repurchase intention. Meanwhile, indirectly hedonic shopping value did not affect repurchase intention through customer satisfaction.

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1982The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun 2001The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty 1994Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value 2001Hedonic and utilitarian motivations for online retail shopping behavior 2002Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge 2000A Benefit Congruency Framework of Sales Promotion Effectiveness 2012Understanding customers' repeat purchase intentions in B2C e‐commerce: the roles of utilitarian value, hedonic value and perceived risk 2001Shopping Online for Freedom, Control, and Fun

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