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All Journal Jurnal Manajemen Atma Jaya Journal of Business and Applied Management Jurnal Manajemen
Tisia Priskila
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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PENGARUH KUALITAS WEBSITE (WEBQUAL 4.0) DAN KUALITAS PELAYANAN (SERVQUAL) ONLINE TO OFFLINE (O2O) COMMERCE TERHADAP KEPUASAN PELANGGAN DAN MINAT PEMBELIAN ULANG Tisia Priskila; Angel Priskila
Jurnal Manajemen Vol 16 No 2 (2019): Jurnal Manajemen
Publisher : Fakultas Ekonomi dan Bisnis Universitas Katolik Indonesia Atma Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25170/jm.v16i2.846

Abstract

The development of the e-commerce industry in Indonesia has recently accelerated. But behind that, there are problems that continue to overshadow such as the problems of logistics and infrastructure of Indonesia in meeting market demand, the number of unbanked consumers, and the tendency of consumers to preview the goods before shopping. Those are the factor of consumers' reluctance to repurchase at e-commerce. Therefore, the O2O commerce concept that combines online and offline transaction channels is believed to be able to answer the challenges currently faced by e-commerce. The customer repurchase intention and customer satisfaction of O2O commerce is believed to be influenced by website quality and online service quality. This research was conducted with the aim to determine the effect of website quality (WebQual 4.0) and service quality (ServQual) of O2O commerce on customer satisfaction and repurchase intention. The analysis technique used in this study is SEM-PLS (Structural Equation Modeling - Partial Least Square) with a sample of 100 respondents. The results showed that website quality and service quality of O2O commerce had a significant positive effect on customer satisfaction and repurchase intention.
PENGARUH KUALITAS WEBSITE (WEBQUAL 4.0) DAN KUALITAS PELAYANAN (SERVQUAL) ONLINE TO OFFLINE (O2O) COMMERCE TERHADAP KEPUASAN PELANGGAN DAN MINAT PEMBELIAN ULANG Tisia Priskila; Angel Priskila
Jurnal Manajemen Vol 16 No 2 (2019): Jurnal Manajemen
Publisher : Fakultas Ekonomi dan Bisnis Universitas Katolik Indonesia Atma Jaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (308.381 KB) | DOI: 10.25170/jm.v16i2.846

Abstract

The development of the e-commerce industry in Indonesia has recently accelerated. But behind that, there are problems that continue to overshadow such as the problems of logistics and infrastructure of Indonesia in meeting market demand, the number of unbanked consumers, and the tendency of consumers to preview the goods before shopping. Those are the factor of consumers' reluctance to repurchase at e-commerce. Therefore, the O2O commerce concept that combines online and offline transaction channels is believed to be able to answer the challenges currently faced by e-commerce. The customer repurchase intention and customer satisfaction of O2O commerce is believed to be influenced by website quality and online service quality. This research was conducted with the aim to determine the effect of website quality (WebQual 4.0) and service quality (ServQual) of O2O commerce on customer satisfaction and repurchase intention. The analysis technique used in this study is SEM-PLS (Structural Equation Modeling - Partial Least Square) with a sample of 100 respondents. The results showed that website quality and service quality of O2O commerce had a significant positive effect on customer satisfaction and repurchase intention.
PENGARUH PERSEPSI GENERASI LANGGAS TENTANG KUALITAS DAN INOVASI BATIK TERHADAP KEPUTUSAN PEMBELIAN DI ERA DIGITAL Tisia Priskila
Journal of Business & Applied Management Vol 11, No 1 (2018): Accredited by Ministry of Research, Technology and Higher Education of the Repu
Publisher : Universitas Bunda Mulia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (657.852 KB) | DOI: 10.30813/jbam.v11i1.1071

Abstract

Indonesia is experiencing serious problems in the era of globalization. Since the era of freetrade, many imported products have flooded the national marketplace. Lack of domestic products‟competition on its own country make business actors in Indonesia must understand about purchasingdecision of millennial generations that will become the next generations of the nation. Their purchasingdecision depends on the product quality perception and they want products that suit with their style.Millennial generations outreach through social media marketing is believed to be necessary to influencetheir purchasing decisions. The research objectives are to know the effect of the perception of modernBatik product quality and product innovation on purchasing decisions with social media marketing as amoderator variable. The analysis method used is Partial Least Square (PLS) with sample of 100respondents. The research results show that the millennial generations‟ purchasing decisions are affectedby their perception of product quality and innovation. The perception of product quality and purchasingdecisions are weakened by social media marketing. The perception of product innovation and purchasingdecisions are not affected by social media marketing as moderator variable.Keywords: perception, quality, innovation, marketing, purchasing decision
Co-Authors Angel Priskila