Analyzing Sociolla Electronic Commerce Repurchase Intentions with Customer Satisfaction as a Mediator
DOI:
https://doi.org/10.21009/ISC-BEAM.011.04Keywords:
User Interface, User Experience, E-Service Quality, Customer Satisfaction, Repurchase IntentionAbstract
This study examines the factors that influence recurrent purchases on Sociolla E-Commerce, paying particular attention to e-service quality, user interface, and user experience. The purpose of the study is to ascertain how these factors affect customer satisfaction and, in turn, repurchase intentions. The study uses a quantitative, explanatory method with purposive sampling and applies the Partial Least Square (PLS-SEM) technique for data analysis. The empirical results highlight the critical roles that user experience and e-service quality play in influencing customer perceptions by showing a considerable impact on customer satisfaction. Still, the user interface has a relatively small effect on client satisfaction. The significant function that customer satisfaction plays as a mediator between the independent and dependent variables in this analysis is worth mentioning. Remarkably, neither user experience nor e-service quality appear to be significantly correlated with repurchase intentions. This insightful discovery implies that a customer's inclination to repurchase is influenced by a variety of elements that extend beyond the immediate experience domain. The Sociolla Company, marketers, and researchers are all affected by these findings, which call for a deeper investigation into the nuances of client repurchase intentions. To maximize Sociolla E-Commerce's operational effectiveness and competitive positioning in the market, a deep comprehension of the relationships between different influencing elements and consumer happiness is essential.
References
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Kotler, P. and Armstrong, G. (2018), Principles of Marketing, 17th ed., Pearson Education Limited.Oliver, R. L. (2010). Satisfaction: A Behavioral Perpective on The Customer. New York: McGraw-Hill.
Zameer, H., Tara, A., Kausar, U. and Mohsin, A. (2015), “Impact of service quality, corporate image and customer satisfaction towards customers’ perceived value in the banking sector in Pakistan”, International Journal of Bank Marketing, Vol. 33 No. 4, pp.442-456.
Mohd Suki, N. (2017), “Green products usage: structural relationships on customer satisfaction and loyalty”, International Journal of Sustainable Development and World Ecology, Vol. 24 No. 1, pp. 88-95.
Tjiptono, F . dan Chandra, G . (2016). Service Quality and Satisfaction.Edisike-4 Yogyakarta.Kotler, Philip, and Gary Armstrong. 2016. "Marketing Principles, Volume 1." Marketing Management 7. Kotler, Philip, and Kevin Lane Keller. 2016.
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Gultom, D. K., Arif, M., & Fahmi, M. (2020). Determinasi Kepuasan Pelanggan terhadap Loyalitas Pelanggan melalui Kepercayaan. Maneggio: Jurnal Ilmiah Magister Manajemen, 3, 171-180. doi:https://doi.org/10.30596/maneggio.v3i2.5290
Maedia, G. O., & Muhiban, A. (2023). The Influence of Online Prices and Promotions on Purchase Decisions on the Shopee Marketplace (Case Study at PT Gucci Ratu Textile, Cimahi, City,West Java). International Journal of Integrative Sciences (IJIS), 2, 875-898. doi:https://doi.org/10.55927/ijis.v2i6.4766
Natha, K. D., Budiartha, I. N., & Astiti, N. G. (2022). Perlindungan Hukum atas Kebocoran Data Pribadi Konsumen pada Perdagangan Elektronik Lokapasar (E-Commerce). Jurnal Preferensi Hukum, 3, 143-148. doi:https://doi.org/10.22225/jph.3.1.4674.143-148
Pandiangan, S. M., Resmawa, I. N., Simanjuntak, O. D., Sitompul, P. N., & Jefri, R. (2021). Effect of E-Satisfaction on Repurchase Intention in Shopee User Students. Budapest International Research and Critics Institute Journal (BIRCI-Journal), 4, 7785-7791. doi:https://doi.org/10.33258/birci.v4i4.2697
Prayoga, A. K., Achmad, G. N., & Zulkifli, Z. (2023). Influence of UI, UX, and E-Service Quality on Tokopedia Purchase via Perceived Risk. Jourbal of Social Research, 1606-1625.
Samara, A., & Susanti, M. (2023). Pengaruh Kemudahan Penggunaan, Pengalaman Pengguna dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan pada Penggunaan Aplikasi Dompet Digital (E-Wallet) di Kalangan Mahasiswa Universitas Buddhi Dharma. JURA: Jurnal Riset Akuntansi, 1, 249-260. doi:https://doi.org/10.54066/jura-itb.v1i2.700
Siahaan, M., & Christiani, D. (2021). The Effect of Prices and Promotions on Purchase Decisions at Shopee (Case Study of Bhayangkara University Jakarta Raya). International Journal of Economy, Education and Entrepreneurship, 1, 253-268. doi:https://doi.org/10.53067/ije3.v1i3
Sinurat, V. A., & Ali, M. M. (2020). Analysis of E-Service Quality and Quality Information on Trust and Impact on Purchase Decision on Consumer Tokopedia. International Journal of Innovative Science and Research Technology, 5(3), 538-548.
Tobing, G. B., Adinata, P. V., Pranatasarai, F. D., & Kristia. (2023). The Impactof Sales Promotion, User Interface and User Experience Design on Shopee App Users' Repurchase Intentions. International Journal of Engineering and Management Sciences (IJEMS), 8, 90-104. doi:10.21791/IJEMS.2023.027
Watullingas, E. B., & Permana, D. (2020). The Influence of User Interface, User Experience and Digital Marketing toward Purchase Intention. International Humanities and Applied Sciences Journal (IHASJ), 3(2), 35-39. doi:10.2241/ihasj.2020.v3i2.05
Ahmadi, C., & Hermawan, D. (2013). E-Business dan E-Commerce.Yogyakarta: Andi.Barkatullah, Abdul H. (2017), Hukum Transaksi Elektronik Di Indonesia, Bandung : Nusa Media.Mendiola B, Wiryawan. (2011). User Experience (UX) Sebagai Bagian Dari Pemikiran Desain Dalam Pendidikan Tinggi Desain Komunikasi Visual. HUMANIORA Vol.2 No.2 Oktober 2011: 1158-1166
Tjiptono, F. (2014). Manajemen Pemasaran Jasa. Yogyakarta: Andy OffsetDedeke, Adenekan. (2016). Travel web-site design: Information task-fit, service quality and purchase intention. Tourism Management. 54. 541-554. 10.1016/j.tourman.2016.01.001.Hasan, Bassam. (2016). Perceived irritation in online shopping: The impact of website design characteristics. Computers in Human Behavior. 54. 224-230. 10.1016/j.chb.2015.07.056.
Wang, Ye & Emurian, Henry. (2005). An Overview of Online Trust: Concepts, Elements, and Implications. Computers in Human Behavior. 21. 105-125. 10.1016/j.chb.2003.11.008.
Apriandi, Devy & Amani, Aisyah & Kuncorosidi, Kuncorosidi. (2023). International Conference on Sustainable Competitive Advantage 2022 The Effect of Brand Image and E-Service Quality On Customer Loyality with Customer Satisfaction as a Mediation Variable (Study On Gopay E-Payment Users For Food and Beverages in Subang).
Wu, Hung-Che. (2013). An Empirical Study of the Effects of Service Quality, Perceived Value, Corporate Image, and Customer Satisfaction on Behavioral Intentions in the Taiwan Quick Service Restaurant Industry. Journal of Quality Assurance in Hospitality & Tourism. 14. 364-390. 10.1080/1528008X.2013.802581.
Hung, S. Y., Chen, C., and Huang, N. H. (2014). An integrative approach to understanding customer satisfaction with e-service of online stores. J. Electron. Commer. Res. 15, 40–57.
Kotler, P. and Armstrong, G. (2018), Principles of Marketing, 17th ed., Pearson Education Limited.Oliver, R. L. (2010). Satisfaction: A Behavioral Perpective on The Customer. New York: McGraw-Hill.
Zameer, H., Tara, A., Kausar, U. and Mohsin, A. (2015), “Impact of service quality, corporate image and customer satisfaction towards customers’ perceived value in the banking sector in Pakistan”, International Journal of Bank Marketing, Vol. 33 No. 4, pp.442-456.
Mohd Suki, N. (2017), “Green products usage: structural relationships on customer satisfaction and loyalty”, International Journal of Sustainable Development and World Ecology, Vol. 24 No. 1, pp. 88-95.
Tjiptono, F . dan Chandra, G . (2016). Service Quality and Satisfaction.Edisike-4 Yogyakarta.Kotler, Philip, and Gary Armstrong. 2016. "Marketing Principles, Volume 1." Marketing Management 7. Kotler, Philip, and Kevin Lane Keller. 2016.
MarkKotler, P., & Keller, K. L. (2016). Marketing Management. Global Edition (Vol. 15E). Vol. 15E.Kaur, G.andKhanam Quareshi, T.(2015), "Factors obstructing intentions to trust and purchase products online",Asia Pacific Journal of Marketing and Logistics, Vol. 27 No. 5, pp. 758-783.https://doi.org/10.1108/APJML-10-2014-0146.
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Published
2024-02-17
How to Cite
Syadela Novitasari, Kaneshia Achmadi, & Osly Usman. (2024). Analyzing Sociolla Electronic Commerce Repurchase Intentions with Customer Satisfaction as a Mediator. International Student Conference on Business, Education, Economics, Accounting, and Management (ISC-BEAM), 1(1), 53–75. https://doi.org/10.21009/ISC-BEAM.011.04
