The Effect of Shopee e-Service Quality and Price Perception on Repurchase Intention: Customer Satisfaction as Mediation Variable

Rohwiyati, Rohwiyati; Praptiestrini, Praptiestrini

doi:10.33455/ijcmr.v1i1.86

Cited by 21 publications

(22 citation statements)

References 12 publications

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“…This shows that higher satisfaction will increase repurchase intention. The results of this study support previous research conducted by Rinaldi & Santoso (2018), Rohwiyati & Praptiestrini (2019), Jinlong Bao (2015); Jain, Shah & Sadh (2017); Saputri, Rahayu & Astuti (2016). Hayati et al, 2020 which stated that customer satisfaction has a positive effect on loyalty.…”

Section: The Effect Of Satisfaction On Repurchase Intentionsupporting

confidence: 91%

“…Such as delivering the goods on time, the quality of the goods is the same as the photos, and there is a guarantee if the goods are damaged. These results support previous research conducted by Rohwiyati & Praptiestrini (2019), Supriyantini, Suyadi & Riyadi, (2016), Jain, Shah & Sadh, (2017, which stated that fulfillment has a positive and significant effect on satisfaction.…”

Section: The Effect Of Fulfillment On Satisfactionsupporting

confidence: 91%

“…The better the level of fulfillment of promises such as delivery, ordering, availability and condition of products or services from the quality of services provided, the better customer satisfaction. Research conducted by Supriyantini, Suyadi & Riyadi (2016), Jain, Shah & Sadh (2017, and Rohwiyati & Praptiestrini (2019) stated that fulfillment has a positive effect on customer satisfaction. Based on the description above, the first hypothesis in this study is formulated as follows: H1: Fulfillment has a positive effect on customer satisfaction.…”

Section: The Effect Of Fulfillment On Satisfactionmentioning

confidence: 99%

See 2 more Smart Citations

Analysis the Effect of Web Quality and Fulfillment on Satisfaction and Its Impact on Repurchase Intention

Fauzan

Ute

2021

performance

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The purpose of this study was to analyze the effect of web quality, fulfillment, and satisfaction and its impact on repurchase intention of e-commerce customers. This type of research used survey methods, the population in this study were all Tokopedia consumers in Pontianak city-Indonesia. The sample in this study used 100 respondents using purposive sampling technique and the data analysis carried out with path analysis. Results of the first substructure was fulfillment and web quality had positive effect to satisfaction. The second substructure was the fulfillment did not effect the repurchase intention while the web quality and satisfaction variables had positive effect on repurchase intention. Satisfaction mediated the effect of fullfillment and web quality on repurchase intention.

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Section: The Effect Of Satisfaction On Repurchase Intentionsupporting

confidence: 91%

Section: The Effect Of Fulfillment On Satisfactionsupporting

confidence: 91%

Section: The Effect Of Fulfillment On Satisfactionmentioning

confidence: 99%

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Analysis the Effect of Web Quality and Fulfillment on Satisfaction and Its Impact on Repurchase Intention

Fauzan

Ute

2021

performance

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“…Visitors' loyalty and price perceptions: the role of customer engagement. Rohwiyati, R., & Praptiestrini, P. (2019). The Effect of Shopee e-Service Quality and Price Perception on Repurchase Intention: Customer Satisfaction as Mediation Variable…”

Section: ) the Influence Of Service Quality On Customer Loyaltymentioning

confidence: 99%

Forming Customer Loyalty Through Factors in Mediation of Customer Satisfaction

Hudaya¹

2021

DIJDBM

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The purpose of this study is to determine how price, service quality, customer satisfaction on customer loyalty and how much influence, price, service quality on customer satisfaction which has implications for customer loyalty. The sample used in this study amounted to 100 respondents who were taken by simple random sampling technique. Data analysis in this study used Structural Equation Modeling (SEM) which was carried out with the help of the SEM program from Smart PLS 3.0. Besides, this research also proves that the price variable will affect customer satisfaction, then the price will also affect customer loyalty, as well as service quality affects customer satisfaction and will also affect customer loyalty. and also the mediating variable of customer satisfaction which will affect customer loyalty. Blanja.com in Jakarta.

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“…Kassim and Abdullah [13] studied the relationship between perceived service quality, satisfaction, trust, and loyalty in e-commerce settings with two different countries' cultures, namely Malaysia and Qatari. Next, this study implemented by Rohwiyati and Praptiestrini [14] in the Shopee case study. Chu and Zhang surveyed the relationship between customer trust, satisfaction, and purchase intention, which implemented in Tokopedia and Bukalapak [15,16].…”

Section: Related Workmentioning

confidence: 99%

Analysis of Purchase Intention using Mobile Shopping Application for Generation X and Y in Indonesia

Mudjahidin¹,

Aristio²,

Hasanah³

2019

sisfo

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In this study, we present the analysis of purchase intention on the use of mobile shopping applications for X and Y generations aged 15-34 years in Indonesia, in particular for Tokopedia, Bukalapak, and Shopee. Based on the results of the discussion with members of the Enterprise System Laboratory, we use the research model (by Gao et al.) to do this analysis. Initially, we explore in detail the research model into the SEM model. Subsequently, we implemented the SEM model by rearranging the questionnaire based on variables and hypotheses in the model. After testing the questionnaire, we surveyed customers who use the application. The results of this study are that purchase intention affected by satisfaction, flow, and trust (respectively, = 0.74, 0.72, and 0.72). Moreover, based on the literature review, we propose regular usage, model subjective norms, and control variables (such as gender, age, and income).

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The Effect of Shopee e-Service Quality and Price Perception on Repurchase Intention: Customer Satisfaction as Mediation Variable

Cited by 21 publications

References 12 publications

Analysis the Effect of Web Quality and Fulfillment on Satisfaction and Its Impact on Repurchase Intention

Analysis the Effect of Web Quality and Fulfillment on Satisfaction and Its Impact on Repurchase Intention

Forming Customer Loyalty Through Factors in Mediation of Customer Satisfaction

Analysis of Purchase Intention using Mobile Shopping Application for Generation X and Y in Indonesia

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