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All Journal JURNAL ADMINISTRASI BISNIS Enrichment : Journal of Management Jurnal Administrasi Bisnis
Margaretha Pink
Universitas Pelita Harapan
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Effect Of Ecommerce Post-Purchase Activities On Customer Retention In Shopee Indonesia Margaretha Pink; Nicoline Djohan
Enrichment : Journal of Management Vol. 12 No. 1 (2021): November: Management Science
Publisher : Institute of Computer Science (IOCS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (798.314 KB)

Abstract

The purpose of this paper is to understand the relationship between post-purchase activities with customer satisfaction and customer retention in Shopee Indonesia. This research is intended to provide deeper literature insight related to customer service, shipping, tracking, return, and order fulfilment in ecommerce setting which can be used as managerial guidance. Data from 412 respondents which are Shopee Indonesia users were collected through questionnaire using purposive sampling method and analyzed using SmartPLS version 3.0. Findings of the research shows significant positive effect of customer service, shipping, return and order fulfilment on customer satisfaction. It is also found that customer satisfaction leads to customer retention. This study aims to provide relevant knowledge regarding the importance of customer service, shipping, tracking, return, and order fulfilment in online shopping environment which can be implemented to satisfy and retain online customers.
Anteseden Dari Brand Experience Serta Dampaknya Terhadap Urge to Buy Impulsively (Studi Pelanggan Uniqlo Pada Platform Social Commerce Di Wilayah Jabodetabek) Tjhin Tania; Margaretha Pink
JURNAL ADMINISTRASI BISNIS Vol. 12 No. 1 (2022)
Publisher : Universitas Sam Ratulangi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35797/jab.12.1.71-86

Abstract

The clothing industry experienced a decline in sales during the pandemic but the facts are different from PT Fast Retailing (UNIQLO) which based on research has increased sales in Indonesia during the pandemic, this has something to do with the success of their marketing strategy along with the different brand experiences they created. With this phenomenon, the aim of this research is to analyze the influence of the variables of convenience, user experience, promotion, product recommendation, brand experience, and urge to buy impulsively. This research model was modified from previous research by adding the brand experience variable. The results of the study explain the strongest positive relationship between convenience, product recommendation, and promotion toward brand experience, followed by user experience and promotion toward urge to buy impulsively. In addition, user experience has a significant effect on brand experience and brand experience also has a significant effect on impulse buying. This research was conducted with the number of research subjects 412 respondents who had shopped at UNIQLO through Instagram. Respondents were selected by purposive sampling and snowball sampling, while data collection was carried out using an online questionnaire. The research data were analyzed using the PLS-SEM 3.3.3 method. There are some managerial implications that can be suggested from this research.
Anteseden Dari Brand Experience Serta Dampaknya Terhadap Urge to Buy Impulsively (Studi Pelanggan Uniqlo Pada Platform Social Commerce Di Wilayah Jabodetabek) Tjhin Tania; Margaretha Pink
JURNAL ADMINISTRASI BISNIS Vol. 12 No. 1 (2022)
Publisher : Universitas Sam Ratulangi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35797/jab.12.1.71-86

Abstract

The clothing industry experienced a decline in sales during the pandemic but the facts are different from PT Fast Retailing (UNIQLO) which based on research has increased sales in Indonesia during the pandemic, this has something to do with the success of their marketing strategy along with the different brand experiences they created. With this phenomenon, the aim of this research is to analyze the influence of the variables of convenience, user experience, promotion, product recommendation, brand experience, and urge to buy impulsively. This research model was modified from previous research by adding the brand experience variable. The results of the study explain the strongest positive relationship between convenience, product recommendation, and promotion toward brand experience, followed by user experience and promotion toward urge to buy impulsively. In addition, user experience has a significant effect on brand experience and brand experience also has a significant effect on impulse buying. This research was conducted with the number of research subjects 412 respondents who had shopped at UNIQLO through Instagram. Respondents were selected by purposive sampling and snowball sampling, while data collection was carried out using an online questionnaire. The research data were analyzed using the PLS-SEM 3.3.3 method. There are some managerial implications that can be suggested from this research.
Co-Authors Nicoline Djohan Tjhin Tania