Pengaruh Kepercayaan, Kualitas Produk, dan Kepuasan Konsumen terhadap Repurchase Intention Di Tokopedia

Wijayanthi, Ni Putu Putri Ayu; Goca, I Gusti Putu Agung Widya

doi:10.47329/jurnal_mbe.v8i1.844

“…Penelitian yang dilakukan Zaid menunjukkan kepuasan pelanggan meningkatkan pembelian ulang suatu produk (Zaid, 2020). Sejalan dengan hal tersebut, penelitian yang dilakukan Wijayanthi menunjukkan adanya pengaruh kepuasan pelanggan terhadap repurchase intention (Putri Ayu Wijayanthi & Widya Goca, 2022). Semakin tinggi tingkat kepuasan pelanggan peluang untuk adanya pembelian ulang produk akan semakin besar.…”

Section: Pendahuluanunclassified

Pengaruh Customer Satisfaction Digital Marketing dan Brand Trust Terhadap Repurchase Intention

Florendiana,

Andriani,

Hariasih

2023

j. manaj. STIE. Muhammadiyah. Palopo

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The diversity of basic needs is shown through facial care or skincare which is a basic need for men and women. The growth of the beauty industry is supported by the emergence of local beauty products which have an impact on the high competition in the beauty industry in Indonesia, one of which is the somethink cosmetic brand. The purpose of this research is to see whether the current use of customer satisfaction, digital marketing, and brand trust is still effective or not to increase repurchase intention for somethink cosmetic brands. This study used a quantitative method with a population of all consumers of somethink cosmetics at the Muhammadiyah University of Sidoarjo and a sample of 100 people. Data collection techniques used questionnaires via Google Form and literature review from previous research. The use of a Likert scale 1-5 as a measurement scale in this study. This research uses Smart-PLS version 4 software as a data processing tool. The results of the study show that customer satisfaction, digital marketing and brand trust have an effect on the repurchase intention of some think cosmetics consumers. Suggestions that can be given for further research are that intervening and moderating variables can be added. Population expansion and addition of research samples also need to be considered so that research can reach all regions. Future research can also consider the criteria used as a sample of respondents.

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“…Customers in Denpasar who are satisfied with the products sold by Fore Coffee are more likely to purchase those things again in the future. According to a number of studies (Liang et al, 2018;Bello et al, 2021;Anggraini et al, 2020;Muchlis, 2021;Wijayanti and Goca, 2022), the level of satisfaction a customer has with a product or service has a significant and positive impact on whether or not they intend to buy it again.…”

Section: The Relationship Between Customer Satisfaction and Repurchas...mentioning

confidence: 99%

“…People's purchasing habits have shifted from conventional to technology-based due to the development of internet technology ( (Miandari et al, 2021). Internet technology is now being used extensively not only to meet communication requirements, but also to develop other sectors, such as shopping to meet daily needs, employment, education, and entertainment (Wijayanti and Goca, 2022). As of January 2022, bps.go.id's 2021 Susenas Survey data collection indicated that there were 204,7 million internet users in Indonesia.…”

Section: Introductionmentioning

confidence: 99%

Untitled

2023

EJBIR

0

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People's shopping habits have evolved away from more conventional retail patterns and toward those that are based on technology found on the internet as a direct result of the proliferation of internet-based technologies. The increasing prevalence of internet technology is both an opportunity and a difficulty for business owners who have goals of growing their client base and boosting the number of repeat transactions made by existing customers. This study was carried out with the purpose of determining the role that trust plays in mediating the impact that reciprocity has on repurchase intention, as well as the role that customer satisfaction plays in mediating the effect that the quality of the e-service has on repurchase intention. The patrons of Fore Coffee in Denpasar, Bali, were the primary subjects of this inquiry. The method of sampling that was used was known as intentional sampling, and the number of respondents in the sample was 120. As the research instrument, this inquiry makes use of a Google form that is communicated to respondents in a direct manner. Throughout the study, SEM PLS will be applied. According to the results of the research, 1) the quality of the e-service has no bearing on the likelihood of future purchases. 2) There is a significant favorable impact that reciprocity has on the intention to repurchase. 3) The efficiency and quality of e-services have a significant and beneficial impact on the level of satisfaction experienced by customers. 4) The practice of reciprocity has been shown to have a large and favorable effect on trust. 5) The degree to which a customer is satisfied has a favorable and significant bearing on the chance that they will plan to make a subsequent purchase. 6) The presence of trust has a significant and favorable impact on the decision to repurchase an asset. 7) The happiness of the customer can help to reduce the influence that the quality of the e-service has on the intention to repurchase. 8) Trust may act as a go-between when there is an intention to repurchase something and there is an expectation of reciprocity. According to the findings of the study, it is considered that Fore Coffee may build a successful marketing strategy by boosting customer satisfaction with their usage of mobile apps to commence repurchase intention activities. This could be accomplished by expanding Fore Coffee's repurchase intention activities on mobile devices.

show abstract

“…Customers in Denpasar who are satisfied with the products sold by Fore Coffee are more likely to purchase those things again in the future. According to a number of studies (Liang et al, 2018;Bello et al, 2021;Anggraini et al, 2020;Muchlis, 2021;Wijayanti and Goca, 2022), the level of satisfaction a customer has with a product or service has a significant and positive impact on whether or not they intend to buy it again.…”

Section: The Relationship Between Customer Satisfaction and Repurchas...mentioning

confidence: 99%

“…People's purchasing habits have shifted from conventional to technology-based due to the development of internet technology ( (Miandari et al, 2021). Internet technology is now being used extensively not only to meet communication requirements, but also to develop other sectors, such as shopping to meet daily needs, employment, education, and entertainment (Wijayanti and Goca, 2022). As of January 2022, bps.go.id's 2021 Susenas Survey data collection indicated that there were 204,7 million internet users in Indonesia.…”

Section: Introductionmentioning

confidence: 99%

Customer Satisfaction and Trust Have a Mediating Role Between the Impact of E-Service Quality and Reciprocity on Repurchase Intention (Study On Fore Coffee Customers in Denpasar City)

Febrianty,

Wardana,

Giantari

et al. 2023

EJBIR

0

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People's shopping habits have evolved away from more conventional retail patterns and toward those that are based on technology found on the internet as a direct result of the proliferation of internet-based technologies. The increasing prevalence of internet technology is both an opportunity and a difficulty for business owners who have goals of growing their client base and boosting the number of repeat transactions made by existing customers. This study was carried out with the purpose of determining the role that trust plays in mediating the impact that reciprocity has on repurchase intention, as well as the role that customer satisfaction plays in mediating the effect that the quality of the e-service has on repurchase intention. The patrons of Fore Coffee in Denpasar, Bali, were the primary subjects of this inquiry. The method of sampling that was used was known as intentional sampling, and the number of respondents in the sample was 120. As the research instrument, this inquiry makes use of a Google form that is communicated to respondents in a direct manner. Throughout the study, SEM PLS will be applied. According to the results of the research, 1) the quality of the e-service has no bearing on the likelihood of future purchases. 2) There is a significant favorable impact that reciprocity has on the intention to repurchase. 3) The efficiency and quality of e-services have a significant and beneficial impact on the level of satisfaction experienced by customers. 4) The practice of reciprocity has been shown to have a large and favorable effect on trust. 5) The degree to which a customer is satisfied has a favorable and significant bearing on the chance that they will plan to make a subsequent purchase. 6) The presence of trust has a significant and favorable impact on the decision to repurchase an asset. 7) The happiness of the customer can help to reduce the influence that the quality of the e-service has on the intention to repurchase. 8) Trust may act as a go-between when there is an intention to repurchase something and there is an expectation of reciprocity. According to the findings of the study, it is considered that Fore Coffee may build a successful marketing strategy by boosting customer satisfaction with their usage of mobile apps to commence repurchase intention activities. This could be accomplished by expanding Fore Coffee's repurchase intention activities on mobile devices.

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Pengaruh Kepercayaan, Kualitas Produk, dan Kepuasan Konsumen terhadap Repurchase Intention Di Tokopedia

Cited by 4 publications

References 8 publications

Pengaruh Customer Satisfaction Digital Marketing dan Brand Trust Terhadap Repurchase Intention

Pengaruh Customer Satisfaction Digital Marketing dan Brand Trust Terhadap Repurchase Intention

Untitled

Customer Satisfaction and Trust Have a Mediating Role Between the Impact of E-Service Quality and Reciprocity on Repurchase Intention (Study On Fore Coffee Customers in Denpasar City)

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