Faktor-Faktor yang Mempengaruhi Kepuasan Konsumen Pengguna Layanan Pembelian Secara Daring: Peran Kepuasan Konsumen Sebagai Mediator

Nova Christian Mamuaya, Aditya Pandowo

Abstract


The purpose of this study is to analyze the influence of several antecedents of customer satisfaction in the online shopping industry, namely site design, time savings, product variation, and shipping performance, and its consequence on customer satisfaction and word of mouth. This study uses purposive sampling with repeat buyer criteria. 100 samples qualify and deserve to be tested after testing their validity and reliability. The results showed that site design, time savings, and delivery performance significantly affected customer satisfaction. Meanwhile, site design, time savings, and product variations affect word of mouth. In addition, the results also confirm the hidden role of customer satisfaction as a partial mediating variable. Thus, the market must increase the availability of products and services to increase customer satisfaction in order to increase word of mouth activities.

Keywords


electronic commerce; word of mouth; satisfaction; site design; time savings; product variations; delivery performance

Full Text:

PDF

References


Babin, B. J., Lee, Y., Kim, E., & Griffin, M. (2005). Modeling consumer satisfaction and word-of-mouth : restaurant patronage in Korea. Journal of Services Marketing, 19(3), 133–139. https://doi.org/10.1108/08876040510596803

Bearden, W. O., Netemeyer, R. G., & Haws, K. L. (1993). Handbook of marketing scales (3rd ed.). Los Angeles: Sage.

Bickart, B., & Schindler, R. M. (2001). Internet forums as influential sources of consumer information. Journal of Interactive Marketing, 15(3), 31–40. https://doi.org/10.1002/DIR.1014

Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand experience: what is it? How is it measured? Does it affect loyalty? Journal of Marketing, 73(May), 52–68. https://doi.org/10.1509/jmkg.73.3.52

Bressolles, G., & Durrieu, F. (2011). Service quality, customer value and satisfaction relationship revisited for online wine websites. In 6th AWBR International Conference. Bordeaux.

Childers, T. L., Carr, C. L., Peck, J., & Carson, S. (2001). Hedonic and utilitarian motivations for online retail shopping behavior. Journal of Retailing, 77(4), 511–535. https://doi.org/10.1016/S0022-4359(01)00056-2

Chung, K. H., & Shin, J. I. (2009). The relationship between site characteristics, relationship quality, and word of mouth. International Journal of Business and Information, 4(2), 137–161.

Curry, N., & Gao, Y. (2012). Low-cost airlines—A new customer relationship? An analysis of service quality, service satisfaction, and customer loyalty in a low-cost setting. Service Marketing Quarterly, 33, 104–118. https://doi.org/10.1080/15332969.2012.662457

Delgado‐Ballester, E., & Munuera‐Alemán, J. L. (2001). Brand trust in the context of consumer loyalty. European Journal of Marketing, 35(11), 1238–1258. https://doi.org/10.1108/EUM0000000006475

Devaraj, S., Fan, M., & Kohli, R. (2002). Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics. Information Systems Research, 13(3), 316–333. https://doi.org/10.1287/isre.13.3.316.77

Ekinci, Y., Dawes, P. L., & Massey, G. (2008). An extended model of the antecedents and consequences of consumer satisfaction for hospitality services. European Journal of Marketing, 42(February), 35–68. https://doi.org/10.1108/03090560810840907

Elmaraghy, H. A., Elmaraghy, W. H., Scuch, G., & Piller, F. T. (2013). CIRP annals-manufacturing technology product variety management. CIRP Annals-Manufacturing Techonology, 62(2), 1–25. https://doi.org/10.1016/j.cirp.2013.05.007

Fichter, K. (2003). E-commerce: Sorting out the environmental consequences. Journal of Industrial Ecology, 6(2), 25–41. https://doi.org/10.1162/108819802763471762

Fisher, M., Ramdas, K., & Ulrich, K. (2014). Component sharing in the management of product variety: A study of automotive braking Systems. Management Science, 45(3), 297–315. https://doi.org/10.1287/mnsc.45.3.297

Francis, J. E. (2009). Category-specific RECIPEs for internet retailing quality. Journal of Services Marketing, 23(7), 450–461. https://doi.org/10.1108/08876040910995248

Guo, X., Ling, K. C., & Liu, M. (2012). Evaluating factors influencing consumer satisfaction towards online shopping in China. Asian Social Science, 8(13), 40–49. https://doi.org/10.5539/ass.v8n13p40

Ha, H.-Y., & Perks, H. (2005). Effects of consumer perceptions of brand experience on the web: brand familiarity, satisfaction and brand trust. Journal of Consumer Behaviour, 4(6), 438–452. https://doi.org/10.1002/cb.29

Kaur, G. (2011). Traditional commerce Vs E-commerce. International Research Journal of Management Science and Technology, 2(3), 334–340.

Keller, E. D., & Fay, B. (2009). The role of advertising in word of mouth. Journal of Advertising Research, 49(2), 154–158. https://doi.org/10.2501/S0021849909090205

Kim, J., & Lee, J. (2002). Critical design factors for successful e-commerce systems. Behaviour & IT, 21, 185–199. https://doi.org/10.1080/0144929021000009054

Kim, S. Y., & Lim, Y. J. (2001). Consumers’ Perceived Importance of and Satisfaction with Internet Shopping. Electronic Markets, 11(3), 148–154. https://doi.org/10.1080/101967801681007988

Kotler, P., & Armstrong, G. (2014). Principles of Marketing (15th ed.). Essex, England: Pearson.

Kotler, P., & Keller, K. L. (2016). Marketing management. Upper Sadlle River (15th ed.). New Jersey: Pearson. https://doi.org/10.1108/ssmt.2001.21913cab.040

Lin, C. C., Wu, H. Y., & Chang, Y. F. (2011). The critical factors impact on online customer satisfaction. Procedia Computer Science, 3, 276–281. https://doi.org/10.1016/j.procs.2010.12.047

Liu, B. S.-C., Sudharshan, D., & Hamer, L. O. (2000). After-service response in service quality assessment: a real-time updating model approach. Journal of Services Marketing, 14(2), 160–177. https://doi.org/10.1108/08876040010321000

Lloyd, A. E., Chan, R. Y. K., Yip, L. S. C., & Chan, A. (2014). Time buying and time saving: Effects on service convenience and the shopping experience at the mall. Journal of Services Marketing, 28(1), 36–49. https://doi.org/10.1108/JSM-03-2012-0065

Luo, J., Ba, S., & Zhang, H. (2012). The effectiveness of online shopping characteristics and well-designed websites on satisfaction. Management Information System Quarterly, 36(4), 1131–1144. https://doi.org/10.2307/41703501

Mangold, G. W., Miller, F., & Brockway, G. R. (1999). Word-of-mouth communication in the service marketplace. Journal of Services Marketing, 13(1), 73–89. https://doi.org/10.1108/08876049910256186

Martin, M. V, & Ishii, K. (2000). Design for Variety: A Methodology for Developing Product Platform Architectures. In ASME Design Engineering Technical Conferences (pp. 2–16). Baltimore.

Morgan-Thomas, A., & Veloutsou, C. (2013). Beyond technology acceptance: Brand relationships and online brand experience. Journal of Business Research, 66(1), 21–27. https://doi.org/10.1016/j.jbusres.2011.07.019

Morganosky, M. A., & Cude, B. J. (2000). Consumer response to online grocery shopping. International Journal of Retail & Distribution Management, 28(1), 17–26. https://doi.org/10.1108/09590550010306737

Phelps, J. E., Lewis, R., Mobilio, L., Perry, D., & Raman, N. (2004). Viral marketing or electronic word-of-mouth advertising: Examining consumer responses and motivations to pass along email. Journal of Advertising Research, 44(4), 333–348. https://doi.org/10.1017/S0021849904040371

Richbell, S. (2007). Night shoppers in the “open 24 hours” supermarket: a profile. International Journal of Retail & Distribution Management, 35(1), 54–68. https://doi.org/10.1108/09590550710722341

Rohm, A. J., & Swaminathan, V. (2004). A typology of online shoppers based on shopping motivations. Journal of Business Research, 57(7), 748–757. https://doi.org/10.1016/S0148-2963(02)00351-X

Rudansky-Kloppers, S. (2014). Investigating Factors Influencing Customer Online Buying Satisfaction In Gauteng, South Africa. International Business & Economics Research Journal, 13(5), 1187. https://doi.org/10.19030/iber.v13i5.8784

Seiders, K., Voss, G. B., & Godfrey, A. L. (2007). SERVCON: Development and validation of a multidimensional service convenience scale. Journal of the Academy of Marketing Science, 35, 144–156. https://doi.org/10.1007/s11747-006-0001-5

Shergill, G. S., & Chen, Z. (2005). Web-based shopping consumers’ attitudes toward online shopping in New Zealand. Journal of Electronic Commerce Research, 6(2), 79–94.

Strauss, J., & Frost, R. (2014). E-Marketing (7th ed.). New York: Pearson.

Suchánek, P., & Králová, M. (2014). Customer Satisfaction , Product Quality and. Review of Economic Perspectives, 14(4), 329–344. https://doi.org/10.1515/revecp-2015-0003

Szymanski, D. M., & Hise, R. T. (2000). E-Satisfaction: An initial examination. Journal of Retailing, 76(3), 309–322. https://doi.org/10.1016/S0022-4359(00)00035-X

Tandon, U., Kiran, R., & Sah, A. N. (2017). Customer satisfaction as mediator between website service quality and repurchase intention: An emerging economy case. Service Science, 9(2), 106–120. https://doi.org/10.1287/serv.2016.0159

Tao, Z., Lu, Y., & Wang, B. (2009). The relative importance of website design quality and service quality in determining consumers’ online repurchase behavior. IS Management, 26(4), 327–337. https://doi.org/10.1080/10580530903245663

Ting, S. (2014). The relationship between customers’ switching cost and repurchase intention: The moderating role of satisfaction. Journal of Service Science and Management, 7, 313–322. https://doi.org/10.4236/jssm.2014.74028

Tsai, Y.-C., Chang, H.-C., & Ho, K.-C. (2015). A study of the relationship among brand experiences, self-concept congruence, customer satisfaction, and brand preference. Contemporary Management Research, 11(2), 97–116. https://doi.org/10.7903/cmr.12970

Turban, E., King, D., Lee, J. K., Liang, T.-P., & Turban, D. C. (2015). Electronic Commerce: A Managerial and Social Networks Perspective (8th ed.). New York: Springer. https://doi.org/10.1007/978-3-319-10091-3

Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ : dimensionalizing , measuring and predicting etail quality. Journal of Retailing, 79, 183–198. https://doi.org/10.1016/S0022-4359(03)00034-4

Zwass, V. (1996). Electronic Commerce : Structures and Issues. International Journal of Electronic Commerce, 1(1), 3–23. https://doi.org/10.1080/10864415.1996.11518273




DOI: https://doi.org/10.15408/ess.v9i1.12585 Abstract - 0 PDF - 0

Refbacks

  • There are currently no refbacks.


Bookmark and Share


Hasil gambar untuk DOAJCrossRefBASE-Search Open Archives Initiative

 

View My Stats