Peran Brand Image, Online Trust, dan Customer Satisfaction dalam Membangun Repurchase Intention pada Konsumen E-Commerce Shopee di Sidoarjo
DOI:
https://doi.org/10.47134/innovative.v2i1.41Keywords:
Brand Image, Kepercayaan Online, Kepuasan pelanggan, Minat beli ulangAbstract
Penelitian ini bertujuan untuk mengetahui Peran Brand Image, Online Trust, Dan Customer Satisfaction dalam Membangun Repurchase Intention Pada Konsumen E-commerce Shopee di Sidoarjo. Penelitian ini dilakukan dengan metode kuantitatif. Pemambilan sampel dalam penelitian ini dilakukan dengan teknik non probability sampling dengan metode purposive sampling dan jumlah sampel dalam penelitian ini sebanyak 100 responden. Teknik analisis data yang digunakan dalam penelitian ini menggunakan regresi linier berganda dengan menggunakan program SPSS Statistics versi 22. Hasil pada penelitian ini membuktikan bahwa brand image berpengaruh terhadap repurchase intention, online trust berpengaruh terhadap repurchase intention, dan customer satisfaction berpengaruh terhadap Repurchase intention pada konsumen e-commerce Shopee di Sidoarjo.
References
Arista, E. D., & Astuti, S. R. T. (2011). Dan Citra Merek terhadap Minat Beli Konsumen. Arista , Astuti, 13(1), 37–45.
Dewi, I. G. A. P. R. P., & Ekawati, N. W. (2019). Peran Kepuasan Konsumen Memediasi Pengaruh Brand Image Terhadap Repurchase Intention. E-Jurnal Manaj. Univ. Udayana, 8(5), 2722. https://doi.org/10.24843/ejmunud.2019.v08.i05.p05 DOI: https://doi.org/10.24843/EJMUNUD.2019.v08.i05.p05
Girsang, N. M., Rini, E. S., & Gultom, P. (2020). The Effect Of Brand Image And Product Quality On Re-Purchase Intention With Customer Satisfaction As Intervening Variables In Consumers Of Skincare Oriflame Users – A Study On Students Of North Sumatra. Eur. J. Manag. Mark. Stud., 5(1), 40–57. https://doi.org/10.5281/zenodo.3627548
Harahap, D. A. (2018). Perilaku Belanja Online Di Indonesia: Studi Kasus. JRMSI - J. Ris. Manaj. Sains Indones., 9(2), 193–213. https://doi.org/10.21009/jrmsi.009.2.02 DOI: https://doi.org/10.21009/JRMSI.009.2.02
Huang, L. C., Gao, M., & Hsu, P. F. (2019). A study on the effect of brand image on perceived value and repurchase intention in ecotourism industry. Ekoloji, 28(107), 283–287.
Juniwati, J. (2015). Pengaruh Perceived Ease of Use, Enjoyment dan Trust Terhadap Repurchase Intention : Variabel Trust Sebagai Variabel Mediasi pada Belanja Online (Studi Pada Mahasiswa Universitas Tanjungpura Pontianak). J. Ekon. Bisnis dan Kewirausahaan, 4(1), 140. https://doi.org/10.26418/jebik.v4i1.11465 DOI: https://doi.org/10.26418/jebik.v4i1.11465
Kotler, P., & Keller, K. L. (2018). Manajemen Pemasaran (12th ed.). Indeks.
Mensah, D., Mensah, I., & Dei Mensah, R. (2018). Effects of Service Quality and Customer Satisfaction on Repurchase Intention in Restaurants on University of Cape Coast Campus. J. Tour. Herit. Serv. Mark., 18(88449), 27–36. https://doi.org/10.5281/zenodo.1247542
Ningrum, D. A. R., Susanto, & Maharani, B. D. (2021). Pengaruh kemudahan penggunaan, kepercayaan, dan kepuasan terhadap niat beli ulang ulang konsumen di SHOPEE (Studi Kasus Pada Mahasiswa Aktif Fakultas Ekonomi UST). J. Ilm. Akunt. Manaj., 4(1), 1–12. https://doi.org/10.35326/jiam.v4i1 DOI: https://doi.org/10.35326/jiam.v4i1.958
Nurmansyah, R., Ruswanti, E., & Januarko, M. U. (2018). The Influence of Service Quality and Customer Satisfaction on Repurchase Intention (Study Inindonesian Drugstore). Int. J. Bus. Manag. Invent., 7(5), 16–19. [Online]. Available: https://www.ijbmi.org/papers/Vol(7)5/Version-5/C0705051619.pdf
Paramananda, S. (2018). The impact of brand image on customer satisfaction and loyalty. Posl. Ekon., 12(2), 59–73. https://doi.org/10.5937/poseko14-15894 DOI: https://doi.org/10.5937/poseko14-15894
Phuong, N. Ngoc Duy, & Dai, T. Thi. (2018). Repurchase Intention: The Effect of Service Quality, System Quality, Information Quality, and Customer Satisfaction as Mediating Role: A PLS Approach of M-Commerce Ride Hailing Service in Vietnam. Mark. Brand. Res., 5(2), 78–91. https://doi.org/10.33844/mbr.2018.60463 DOI: https://doi.org/10.33844/mbr.2018.60463
Prabowo, S. A. (2018). Pengaruh Suasana Toko, Kualitas Pelayanan, Kepercayaan, Dan Persepsi Harga Terhadap Minat Beli Ulang Konsumen Mirota Kampus Godean. J. Ekon. Bisnis Dewantara, 1(7), 115–126.
Pratiwi, A. U., & Chan, S. (2021). The Influence of Customer Review and Shopping Experience on Repurchase Intention Mediated By Trusy (Case Study of Online Marketplace). J. Bus. Res., 6(4), 750–765.
Regina, E. S. (2018). Pengaruh Prior Online Purchase Experience Dan Online Trust Terhadap Online Repurchase Intention Di Online Shop Veresa. J. Tek. Pomuk Petra, 1–6.
Rosdiana, R., Haris, I. A., & Suwena, K. R. (2019). Pengaruh Kepercayaan Konsumen Terhadap Minat Beli Produk Pakaian Secara Online. J. Pendidik. Ekon. Undiksha, 11(1), 318. https://doi.org/10.23887/jjpe.v11i1.20164 DOI: https://doi.org/10.23887/jjpe.v11i1.20164
Sari, D. A. T. (2020). Role of consumer satisfaction in mediating effect of product quality on repurchase intention. Int. Res. J. Manag. IT Soc. Sci., 7(1), 217–226. https://doi.org/10.21744/irjmis.v7n1.839 DOI: https://doi.org/10.21744/irjmis.v7n1.839
Setyorini, R., & Prima, R. (2015). The Effect of Trust Towards Online Repurchase Intention With Perceived Usefulness As An Intervening Variable : A Study on KASKUS Marketplace Customers. Asian J. Technol. Manag., 9(Iicies), 1–7.
Siagian, H., & Cahyono, E. (2014). Analisis Website Quality, Trust Dan Loyalty Pelanggan Online Shop. J. Manaj. Pemasar., 8(2), 55–61. https://doi.org/10.9744/pemasaran.8.2.55-61 DOI: https://doi.org/10.9744/pemasaran.8.2.55-61
Suhaily, L., & Soelasih, Y. (2017). What Effects Repurchase Intention of Online Shopping. Int. Bus. Res., 10(12), 113. https://doi.org/10.5539/ibr.v10n12p113 DOI: https://doi.org/10.5539/ibr.v10n12p113
Tjiptono, F. (2015). Strategi Pemasaran (4th ed.). Andi.
Tufahati, N., Barkah, C. S., Tresna, P. W., & Chan, A. (2021). The Impact of Customer Satisfaction on Repurchase Intention (Surveys on Customer of Bloomythings). J. Bus. Appl. Manag., 14(2), 177. https://doi.org/10.30813/jbam.v14i2.3098 DOI: https://doi.org/10.30813/jbam.v14i2.3098
Vernanda, M. Y., & Sari, D. K. (2020). The Effect of Brand Positioning and Service Quality on Customer Loyalty in Wonoayu Eurocar Market With Customer Satisfaction As Moderation Variable. Indonesian Journal of Law and Economics Review, 8. https://doi.org/10.21070/ijler.2020.V7.384 DOI: https://doi.org/10.21070/ijler.2020.V7.384
Wilson, N., & Keni, K. (2018). Pengaruh Website Design Quality Dan Kualitas Jasa Terhadap Repurchase Intention : Variabel Trust Sebagai Variabel Mediasi. J. Manaj. dan Pemasar. Jasa, 11(2), 291. https://doi.org/10.25105/jmpj.v11i2.3006 DOI: https://doi.org/10.25105/jmpj.v11i2.3006
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Galih Prasojo, Dewi Komala Sari
This work is licensed under a Creative Commons Attribution 4.0 International License.
