The Analysis of Factors That Can Affect Customer Retention of E-Commerce Users
Keywords:
E-Commerce, Shopee and Customer RetentionAbstract
This study aims to analyze factors that can affect customer retention of e-commerce users, in this study, the scope of research objects set by researchers in accordance with the problems to be studied is about the factors that affect customer retention of application users to use the application. This type of research is quantitative, the population in this study is the use of the Shopee application in Indonesia, the number of samples used in this study is 300 respondents with criteria, Active users of Shopee online applications / websites in Indonesia, Users who are over 17 years old and have made purchases at least 3 times. The data analysis technique used in this study is Structural Equation Modeling (SEM) based on Partial Least Square (PLS) which is processed with the help of Amos 26 software. Structural Equation Modeling (SEM) is a data analysis technique that tests the integration of factor analysis, structural models, and path analysis for a causal relationship.
References
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Brasit, N., & Nursyamsi, I. (2017). An analysis on factors that influence customers ’ intention to use internet banking in Jayapura city. V(Viii), 29–37.
Budiarta, S. I., & Fachira, I. (2017). Customer loyalty : The effects of service loyalty and the mediating role of customer satisfaction study case :Pt sabda Alam Hotel. Journal of Bussiness and Management, 6(2), 250–261.
Chen, Z. F., & Cheng, Y. (2019). Consumer response to fake news about brands on social media: the effects of self-efficacy, media trust, and persuasion knowledge on brand trust. Journal of Product & Brand Management.
Churchill Jr, G. A., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19(4), 491–504.
Gordon, H., & McDougall, L. (2000). Customer satisfaction with services: putting perceived value into the equation. In Journal of Services Marketing (Vol. 5, Issue March).
Gurviez, P., & Korchia, M. (2003). Proposal for a multidimensional brand trust scale. 32nd Emac-Conference-Glasgow, Marketing: Responsible and Relevant, 438–452.
Hardjanti, A., & Amalia, D. (2014). Pengaruh customer service quality, customer perceived value, customer satisfaction, customer trust dan switching barriers terhadap customer retention. Jurnal Ekonomi Universitas Esa Unggul, 5(1), 17898.
Hezekiah Andersen Yang, D. S. S. W. (2019). Faktor-Faktor Yang Mempengaruhi Customer Retention : 1(1), 60–70.
Hm, J. (2008). Metode penelitian sistem informasi. Jogjakarta. Andi.
Hox, J. J., & Bechger, T. M. (1998). An introduction to structural equation modeling.
Hu, H. S., Kandampully, J., & Devi, T. (2012). Relationships and impacts of service quality , perceived value , customer satisfaction , and image : an empirical study. August 2012, 37–41.
Iprice. (2021). Pengunjung E-commerce di website, ranking aplikasi dan pengikut media sosia. https://iprice.co.id/insights/mapofecommerce/
Japarianto, E. (2018). Pengaruh logistics service quality terhadap customer retention dengan customer satisfaction sebagai variabel intervening pada industri ekspedisi laut di Surabaya. Jurnal Manajemen Pemasaran, 12(1), 25–32.
Kassim, N. M., & Souiden, N. (2007). Customer retention measurement in the UAE banking sector. Journal of Financial Services Marketing, 11(3), 217–228.
Keiningham, T. L., Cooil, B., Aksoy, L., Andreassen, T. W., & Weiner, J. (2007). The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet. Managing Service Quality: An International Journal.
Kotler, P., & Keller, K. (2012). Marketing Management. 14th Global Edition. Harlow. Essex: Person Education Limited.
Kotler, P., & Keller, K. L. (2009). Manajemen Pemasaran Edisi-13, Jilid 1, terj. Bob Sabran. Jakarta: Penerbit Erlangga.
Kotler, P., & Keller, K. L. (2013). Manajemen Pemasaran, Jilid 1, Edisi 13, Erlangga. Kotler, Philip and Keller, Kevin Lane (2013), Manajemen Pemasaran, Jilid, 2.
Kuo, Y., Wu, C., & Deng, W. (2009). Computers in human behavior the relationships among service quality , perceived value , customer satisfaction , and post-purchase intention in mobile value-added services. Computers in Human Behavior, 25(4), 887–896.
Lay, E., Adisucipto, J., Alhabsji, T., Suharyono, Z. A., & No, H. (2018). Factors affecting customer retention in the banking sector (Study on BRI customer in East Nusa Tenggara, Indonesia).
Lee, J.-W. (2010). Online support service quality, online learning acceptance, and student satisfaction. The Internet and Higher Education, 13(4), 277–283.
Lim, Y.-M., Yap, C.-S. Y. C.-S., & Lau, T.-C. (2010). Response to internet advertising among Malaysian young consumers. Cross-Cultural Communication, 6(2), 93–99.
Lin, W.-R., Wang, Y.-H., & Hung, Y.-M. (2020). Analyzing the factors influencing adoption intention of internet banking: Applying DEMATEL-ANP-SEM approach. Plos One, 15(2), e0227852.
Lin, W. R., Wang, Y. H., & Hung, Y. M. (2020). Analyzing the factors influencing adoption intention of internet banking: Applying DEMATEL-ANP-SEM approach. PLoS ONE, 15(2), 1–25. https://doi.org/10.1371/journal.pone.0227852
Mabkhot, H. A. N. (2010). Factors affecting customer satisfaction of mobile services in Yemen. Universiti Utara Malaysia.
Massari, P., & Passiante, G. (2006). Customer satisfaction and loyalty in a digital environment: An empirical test. Journal of Consumer Marketing.
Moenardy, K. K., Arifin, Z., & Kumadji, S. (2016). The effect of service quality and relationship marketing to customer value,customer satisfaction, switching cost, and customer retention: A case study on the customers of Bank NTT at East Nusa Tenggara Province. International Journal of Management and Administrative Sciences, 3(04), 48–63.
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20–38.
Nazir, B., Ali, M., & Jamil, M. (2016). The impact of brand image on the customer retention: a mediating role of customer satisfaction in Pakistan. International Journal of Business and Management Invention, 5(3), 56–61.
Pham, Q. T., Tran, X. P., Misra, S., Maskeliunas, R., & Damaševičius, R. (2018). Relationship between convenience, perceived value, and repurchase intention in online shopping in Vietnam. Sustainability (Switzerland), 10(1), 7.
Puspita, A. I., Abdillah, Y., & Bafadhal, A. S. (2018). Pengaruh customer satisfaction terhadap switching barriers dan customer retention (survei online pada konsumen produk kosmetik L’Oréal Paris di Indonesia dan China). Jurnal Administrasi Bisnis, 61(1), 153–162.
Ramos, F. L. (2018). The effect of trust in the intention to use.
Reema Frooghi, S. A. and S. N. (2016). The integration of loyalty, satisfaction, and relationship commitment models to predict customer retention in Pakistani telecom sector reema frooghi 1 , sahar afshan 2 and syeda nazneenwaseem 3*. 10(2), 56–79.
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690.
Schiffman, L., Kanuk, L. L., & Wisenblit, J. (2010). Consumer behavior, 11. E Prentice Hall.
Sharifi fard, S., Tamam, E., Hj Hassan, M. S., Waheed, M., & Zaremohzzabieh, Z. (2016). Factors affecting Malaysian university students’ purchase intention in social networking sites. Cogent Business and Management, 3(1).
Shode, K. T. (2017). Determinants and outcome of customer satisfaction at the commercial bank of Ethiopia : Evidence from Addis Ababa. 9(August), 107–119.
Stauss, B., & Friege, C. (1999). Regaining service customers: costs and benefits of regain management. Journal of Service Research, 1(4), 347–361.
Suhud, U. (2017). Purchase Unwillingness and Willingness of Indonesian consumers towards Israeli products. Binus Business Review, 8(3), 175.
Swan, J. E., & Trawick, I. F. (1979). Triggering cues and the evaluation of products as satisfactory or dissatisfactory. 1979 Educator’s Conference Proceedings, N. Beckwith, M. Houston, R. Middlestaedt, KB Monroe, and S. Ward, Eds., Chicago: American Marketing Association, 231–234.
Tam, J. L. M. (2000). The effects of service quality , perceived value and customer satisfaction on behavioral intentions. 6(4).
Tawinunt, K., Phimonsathienand, T., & Fongsuwan, W. (2015). A structural equation model of customer relationship management factors affecting customer retention of long-stay travelers in the Thai tourism industry. Research Journal of Business Management, 9(1), 1–24.
Ting, O. S., Ariff, M. S. M., Zakuan, N., Sulaiman, Z., & Saman, M. Z. M. (2016). E-service quality, e-satisfaction and e-Loyalty of online shoppers in business to consumer market; evidence form Malaysia. IOP Conference Series: Materials Science and Engineering, 131(1).
Tjiptono, F. (2011). Pemasaran jasa, Bayumedia. Malang.
Tjiptono, F., & Chandra, G. (2016). Service, quality dan satisfaction Edisi 4. Yogyakarta: Andi Offset.
Trisnawati, E., Assegaff, S., & Rohaini, E. (2019). Pengaruh perceived ease of use , perceive usefulness , service quality , perceived value terhadap customer saticfaction pada pengguna grab ( studi kasus mahasiswa STIKOM DB Jambi ). Program Sistem Informasi, 82–96.
Wang, E. T. G., Yeh, H., & Jiang, J. J. (2006). The relative weights of internet shopping fundamental objectives: Effect of lifestyle differences. Psychology & Marketing, 23(5), 353–367.
Adams, D. A., Nelson, R. R., & Todd, P. A. (1992). Perceived usefulness, ease of use, and usage of information technology: A replication. MIS Quarterly, 227–247.
Ayuni, R. F. (2019). The online shopping habits and e-loyalty of gen z as natives in the digital era. Journal of Indonesian Economy and Business, 34(2), 168.
Brasit, N., & Nursyamsi, I. (2017). An analysis on factors that influence customers ’ intention to use internet banking in Jayapura city. V(Viii), 29–37.
Budiarta, S. I., & Fachira, I. (2017). Customer loyalty : The effects of service loyalty and the mediating role of customer satisfaction study case :Pt sabda Alam Hotel. Journal of Bussiness and Management, 6(2), 250–261.
Chen, Z. F., & Cheng, Y. (2019). Consumer response to fake news about brands on social media: the effects of self-efficacy, media trust, and persuasion knowledge on brand trust. Journal of Product & Brand Management.
Churchill Jr, G. A., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19(4), 491–504.
Gordon, H., & McDougall, L. (2000). Customer satisfaction with services: putting perceived value into the equation. In Journal of Services Marketing (Vol. 5, Issue March).
Gurviez, P., & Korchia, M. (2003). Proposal for a multidimensional brand trust scale. 32nd Emac-Conference-Glasgow, Marketing: Responsible and Relevant, 438–452.
Hardjanti, A., & Amalia, D. (2014). Pengaruh customer service quality, customer perceived value, customer satisfaction, customer trust dan switching barriers terhadap customer retention. Jurnal Ekonomi Universitas Esa Unggul, 5(1), 17898.
Hezekiah Andersen Yang, D. S. S. W. (2019). Faktor-Faktor Yang Mempengaruhi Customer Retention : 1(1), 60–70.
Hm, J. (2008). Metode penelitian sistem informasi. Jogjakarta. Andi.
Hox, J. J., & Bechger, T. M. (1998). An introduction to structural equation modeling.
Hu, H. S., Kandampully, J., & Devi, T. (2012). Relationships and impacts of service quality , perceived value , customer satisfaction , and image : an empirical study. August 2012, 37–41.
Iprice. (2021). Pengunjung E-commerce di website, ranking aplikasi dan pengikut media sosia. https://iprice.co.id/insights/mapofecommerce/
Japarianto, E. (2018). Pengaruh logistics service quality terhadap customer retention dengan customer satisfaction sebagai variabel intervening pada industri ekspedisi laut di Surabaya. Jurnal Manajemen Pemasaran, 12(1), 25–32.
Kassim, N. M., & Souiden, N. (2007). Customer retention measurement in the UAE banking sector. Journal of Financial Services Marketing, 11(3), 217–228.
Keiningham, T. L., Cooil, B., Aksoy, L., Andreassen, T. W., & Weiner, J. (2007). The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet. Managing Service Quality: An International Journal.
Kotler, P., & Keller, K. (2012). Marketing Management. 14th Global Edition. Harlow. Essex: Person Education Limited.
Kotler, P., & Keller, K. L. (2009). Manajemen Pemasaran Edisi-13, Jilid 1, terj. Bob Sabran. Jakarta: Penerbit Erlangga.
Kotler, P., & Keller, K. L. (2013). Manajemen Pemasaran, Jilid 1, Edisi 13, Erlangga. Kotler, Philip and Keller, Kevin Lane (2013), Manajemen Pemasaran, Jilid, 2.
Kuo, Y., Wu, C., & Deng, W. (2009). Computers in human behavior the relationships among service quality , perceived value , customer satisfaction , and post-purchase intention in mobile value-added services. Computers in Human Behavior, 25(4), 887–896.
Lay, E., Adisucipto, J., Alhabsji, T., Suharyono, Z. A., & No, H. (2018). Factors affecting customer retention in the banking sector (Study on BRI customer in East Nusa Tenggara, Indonesia).
Lee, J.-W. (2010). Online support service quality, online learning acceptance, and student satisfaction. The Internet and Higher Education, 13(4), 277–283.
Lim, Y.-M., Yap, C.-S. Y. C.-S., & Lau, T.-C. (2010). Response to internet advertising among Malaysian young consumers. Cross-Cultural Communication, 6(2), 93–99.
Lin, W.-R., Wang, Y.-H., & Hung, Y.-M. (2020). Analyzing the factors influencing adoption intention of internet banking: Applying DEMATEL-ANP-SEM approach. Plos One, 15(2), e0227852.
Lin, W. R., Wang, Y. H., & Hung, Y. M. (2020). Analyzing the factors influencing adoption intention of internet banking: Applying DEMATEL-ANP-SEM approach. PLoS ONE, 15(2), 1–25. https://doi.org/10.1371/journal.pone.0227852
Mabkhot, H. A. N. (2010). Factors affecting customer satisfaction of mobile services in Yemen. Universiti Utara Malaysia.
Massari, P., & Passiante, G. (2006). Customer satisfaction and loyalty in a digital environment: An empirical test. Journal of Consumer Marketing.
Moenardy, K. K., Arifin, Z., & Kumadji, S. (2016). The effect of service quality and relationship marketing to customer value,customer satisfaction, switching cost, and customer retention: A case study on the customers of Bank NTT at East Nusa Tenggara Province. International Journal of Management and Administrative Sciences, 3(04), 48–63.
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20–38.
Nazir, B., Ali, M., & Jamil, M. (2016). The impact of brand image on the customer retention: a mediating role of customer satisfaction in Pakistan. International Journal of Business and Management Invention, 5(3), 56–61.
Pham, Q. T., Tran, X. P., Misra, S., Maskeliunas, R., & Damaševičius, R. (2018). Relationship between convenience, perceived value, and repurchase intention in online shopping in Vietnam. Sustainability (Switzerland), 10(1), 7.
Puspita, A. I., Abdillah, Y., & Bafadhal, A. S. (2018). Pengaruh customer satisfaction terhadap switching barriers dan customer retention (survei online pada konsumen produk kosmetik L’Oréal Paris di Indonesia dan China). Jurnal Administrasi Bisnis, 61(1), 153–162.
Ramos, F. L. (2018). The effect of trust in the intention to use.
Reema Frooghi, S. A. and S. N. (2016). The integration of loyalty, satisfaction, and relationship commitment models to predict customer retention in Pakistani telecom sector reema frooghi 1 , sahar afshan 2 and syeda nazneenwaseem 3*. 10(2), 56–79.
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690.
Schiffman, L., Kanuk, L. L., & Wisenblit, J. (2010). Consumer behavior, 11. E Prentice Hall.
Sharifi fard, S., Tamam, E., Hj Hassan, M. S., Waheed, M., & Zaremohzzabieh, Z. (2016). Factors affecting Malaysian university students’ purchase intention in social networking sites. Cogent Business and Management, 3(1).
Shode, K. T. (2017). Determinants and outcome of customer satisfaction at the commercial bank of Ethiopia : Evidence from Addis Ababa. 9(August), 107–119.
Stauss, B., & Friege, C. (1999). Regaining service customers: costs and benefits of regain management. Journal of Service Research, 1(4), 347–361.
Suhud, U. (2017). Purchase Unwillingness and Willingness of Indonesian consumers towards Israeli products. Binus Business Review, 8(3), 175.
Swan, J. E., & Trawick, I. F. (1979). Triggering cues and the evaluation of products as satisfactory or dissatisfactory. 1979 Educator’s Conference Proceedings, N. Beckwith, M. Houston, R. Middlestaedt, KB Monroe, and S. Ward, Eds., Chicago: American Marketing Association, 231–234.
Tam, J. L. M. (2000). The effects of service quality , perceived value and customer satisfaction on behavioral intentions. 6(4).
Tawinunt, K., Phimonsathienand, T., & Fongsuwan, W. (2015). A structural equation model of customer relationship management factors affecting customer retention of long-stay travelers in the Thai tourism industry. Research Journal of Business Management, 9(1), 1–24.
Ting, O. S., Ariff, M. S. M., Zakuan, N., Sulaiman, Z., & Saman, M. Z. M. (2016). E-service quality, e-satisfaction and e-Loyalty of online shoppers in business to consumer market; evidence form Malaysia. IOP Conference Series: Materials Science and Engineering, 131(1).
Tjiptono, F. (2011). Pemasaran jasa, Bayumedia. Malang.
Tjiptono, F., & Chandra, G. (2016). Service, quality dan satisfaction Edisi 4. Yogyakarta: Andi Offset.
Trisnawati, E., Assegaff, S., & Rohaini, E. (2019). Pengaruh perceived ease of use , perceive usefulness , service quality , perceived value terhadap customer saticfaction pada pengguna grab ( studi kasus mahasiswa STIKOM DB Jambi ). Program Sistem Informasi, 82–96.
Wang, E. T. G., Yeh, H., & Jiang, J. J. (2006). The relative weights of internet shopping fundamental objectives: Effect of lifestyle differences. Psychology & Marketing, 23(5), 353–367.
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Published
2024-08-13
How to Cite
Nur Firdausi, A. (2024). The Analysis of Factors That Can Affect Customer Retention of E-Commerce Users. International Student Conference on Business, Education, Economics, Accounting, and Management (ISC-BEAM), 2(1). Retrieved from https://journal.unj.ac.id/unj/index.php/isc-beam/article/view/47121
