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All Journal IZUMI Research of Business and Management
Fathurahman, Fajar
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Economics, Econometrics & Finance Languange, Linguistic, Communication & Media

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Factors that Affect the Level of Customer Satisfaction and Repurchase Intention on Tokopedia Komara, Edi; Fathurahman, Fajar
Research of Business and Management Vol. 2 No. 1 (2024): FEBRUARY 2024
Publisher : SAN Scientific

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58777/rbm.v2i1.168

Abstract

This study investigates the roles of various factors such as Customer Service, Shipping, Tracking, Returns, Sales Promotion, Customer Satisfaction, and Repurchase Intention within the Tokopedia E-Commerce application. Data collection took place over a week, from July 13 to July 20, 2023, with a sample size of 144 respondents. The research employed a descriptive research design and gathered empirical data through online surveys. Structural Equation Modeling was utilized to analyze the data and test several hypotheses. Findings indicate that Customer Service and Tracking do not significantly impact Customer Satisfaction, whereas Shipping, Returns, and Sales Promotion positively influence Customer Satisfaction. Additionally, Customer Satisfaction positively affects Repurchase Intention. The managerial implication suggests that optimizing Customer Service and Tracking could enhance Repurchase Intention. Future research may explore different samples and incorporate additional variables.
KESANTUNAN TINDAK TUTUR DALAM PANDUAN MITIGASI BENCANA G EMPA BUMI JEPANG Martawijaya, Asteria Permata; Gustini, Maria; fathurahman, fajar
IZUMI Vol 13, No 2 (2024): December
Publisher : Universitas Diponegoro

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14710/izumi.13.2.152-167

Abstract

This study aims to describe the politeness of representative speech acts and directive speech acts used in NPO-Volcano’s disaster mitigation guideline materials. The method used on this research is descriptive method with data classification based on Searle (1979)’s illocutionary speech acts category and Brown & Levinson (1987)’s politeness scale of speech acts. On the NPO-Volcano disaster mitigation guide material found 41 data of the representative speech acts, which were used for (1) the stating function, (2) the speculating function, (3) the informing function, (4) the mentioning function, (5) the explaining function, and (6) the suggesting function. For the directive speech acts, 30 data were found, which were divided into three types of speech functions, the command function that used in form of ~verb e, ~te kudasai, ~mashou, the inviting function and the prohibiting function. Furthermore, when analyzed using Brown and Levinson's (1987) Politeness Theory, the representative and directive speech acts in the NPO-Volcano disaster mitigation material guide is using “bold on record” and “negative politeness” type of Brown and Levinson's (1987) politeness theory. The forms of negative politeness used are: the use of indirect expressions, respectful language, impersonalization and nominalization.
Co-Authors Gustini, Maria Komara, Edi Martawijaya, Asteria Permata