Determinan Niat Pembelian Ulang Pelanggan Shopee di Jakarta

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Technology Adoption and User Behaviour Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence

Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh popularitas, kemudahan penggunaan, kualitas informasi terhadap niat pembelian ulang serta menguji kepuasan pelanggan sebagai mediasi antara popularitas, kemudahan penggunaan, kualitas informasi dengan niat pembelian ulang. Populasi dari penelitian ini adalah 183 pengguna aplikasi Shopee di Jakarta. Metode yang digunakan dalam penelitian ini adalah convenience sampling dengan menyebar kuesioner secara online yang kemudian diolah menggunakan PLS-SEM. Hasil dari penelitian ini adalah popularitas dapat mempengaruhi kepuasan pelanggan, kemudahan penggunaan dapat mempengaruhi kepuasan pelanggan dan niat pembelian ulang. Kualitas informasi dapat mempengaruhi kepuasan pelanggan, kemudian kepuasan pelanggan dapat mempengaruhi niat pembelian ulang. Popularitas dapat mempengaruhi niat pembelian ulang melalui kepuasan pelanggan, kemudahan penggunaan dapat mempengaruhi niat pembelian ulang melalui kepuasan pelanggan, dan kualitas informasi dapat mempengaruhi niat pembelian ulang melalui kepuasan pelanggan. This study aims to determine the effect of popularity, ease of use, and quality of information on repurchase intentions and to examine customer satisfaction as a mediation between popularity, ease of use, and quality of information and repurchase intentions. The population of this research is 183 Shopee application users in Jakarta. The method used in this study is convenience sampling by distributing online questionnaires which are then processed using PLS-SEM. The results of this study are that popularity can affect customer satisfaction, ease of use can affect customer satisfaction, and repurchase intentions. The quality of information can affect customer satisfaction, then customer satisfaction can affect repurchase intentions. Popularity can influence repurchase intentions through customer satisfaction, ease of use can influence repurchase intentions through customer satisfaction, and information quality can influence repurchase intentions through customer satisfaction.

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1989Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology 1999Whence Consumer Loyalty?2021The influence of e-customer satisfaction, e-trust and perceived value on consumer's repurchase intention in B2C e-commerce segment 2011Understanding customers' satisfaction and repurchase intentions 2021The Role of Perceived Usefulness and Perceived Ease-of-Use toward Satisfaction and Trust which Influence Computer Consumers’ Loyalty in China 2011Analyzing key determinants of online repurchase intentions 2013Service Quality, Corporate Brand Image, and Switching Behavior: The Mediating Role of Customer Satisfaction and Repurchase Intention 2013The determinants of satisfaction with e‐banking

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2024GENERASI Z DAN KEPUTUSAN BELANJA ONLINE: KUALITAS INFORMASI, ULASAN PENGGUNA, DAN MEDIASI KEPUASAN PELANGGAN

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