Analisis Pengaruh Customer Experience, Customer Value, Dan Ease Of Use Terhadap Pembelian Ulang  Melalui Toko Online Di  Shopee

Juventius Wahyu Utama; Anang Tri Wahyono

doi:10.54066/jmbe-itb.v1i4.774

Authors

Juventius Wahyu Utama Akademi Entrepreneurship Terang Bangsa Semarang
Anang Tri Wahyono Akademi Entrepreneurship Terang Bangsa Semarang

DOI:

https://doi.org/10.54066/jmbe-itb.v1i4.774

Keywords:

Customer Experience, Customer Value, Ease of use, Repurchase

Abstract

This research is intended to discuss the effect of consumer experience, customer value, and ease of use on repurchasing as the research object for product buyers at the Shopee online store. This study used a sample of 100 respondents, and used an accidental sampling technique, by distributing questionnaires to respondents who had purchased products at the Shopee online store at least 2 times. Analysis of the data used in this study is the validity test, reliability test and linear regression testing with the help of the SPSS 21 program. The results of this study indicate that customer experience, customer value and ease of use have a positive and significant effect on repeat purchases at the Shopee online store.

References

Anshu, K., Gaur, L., & Singh, G. (2022). Impact of customer experience on attitude and repurchase intention in online grocery retailing: A moderation mechanism of value Co-creation. Journal of Retailing and Consumer Services, 64, 102798. https://doi.org/https://doi.org/10.1016/j.jretconser.2021.102798

Basri, H. (2014). Using Qualitative Research in Accounting and Management Studies: Not a New Agenda. US-ChinaPublic Administration, 11, 831. https://doi.org/10.17265/1548-6591

Buttle, F., & Maklan, S. (2015). Customer Relationship Management: Concepts and Technologies. https://doi.org/10.4324/9781351016551

Cho, Y. K. (2015). Creating customer repurchase intention in Internet retailing: The effects of multiple service events and product type. Journal of Retailing and Consumer Services, 22, 213–222. https://doi.org/https://doi.org/10.1016/j.jretconser.2014.11.002

Davis. (2012). LANDASAN TEORI.

Davis, F. D. (1989). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS Quarterly, 13(3), 319–340. https://doi.org/10.2307/249008

El Shiffa, N. A., Rahmiati, F., Santoso, A. S., & Yustina, A. I. (2022). Strategic entrepreneurship for achieving customers repurchase intention amidst pandemic COVID-19 on digital multi-sided platform: A case of Traveloka. Procedia Computer Science, 197, 247–255. https://doi.org/https://doi.org/10.1016/j.procs.2021.12.138

Ghozali, I. (2016). Aplikasi Analisis Multivariete SPSS 23.

Jogiyanto, H. (2019). Strategi Penelitian Bisnis. Andi. https://books.google.co.id/books?id=ETgEEAAAQBAJ&lpg=PR3&ots=x5ciw5eivZ&dq=info%3A_3zFbAKTnkEJ%3Ascholar.google.com&lr&pg=PR2#v=onepage&q&f=false

Keller, K. dan. (2020). Pengaruh Customer Value. The Asian Journal of Technology Management, 13(1), 82–97.

Paramudita dan Japarianto. (2016). Customer Expereince. 4(1), 1–23.

Renny, Guritno, S., & Siringoringo, H. (2013). Perceived Usefulness, Ease of Use, and Attitude Towards Online Shopping Usefulness Towards Online Airlines Ticket Purchase. Procedia - Social and Behavioral Sciences, 81, 212–216. https://doi.org/https://doi.org/10.1016/j.sbspro.2013.06.415

Sugiyono. (2019). Metode penelitian dan pengembangan (research and development/R&D (4th ed.). Alfabeta.

Tjiptono, F. (2014). Pemasaran Jasa: Prinsip, Penerapan dan Penelitian.

Weinstein, A., & Oliva, A. (2004). Superior Customer Value in the New Economy. https://doi.org/10.1201/9780203501498