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All Journal JDM (Jurnal Dinamika Manajemen) Jurnal Kawistara : Jurnal Ilmiah Sosial dan Humaniora JAM : Jurnal Aplikasi Manajemen Journal of Indonesian Economy and Business Indonesian Journal of Disability Studies Binus Business Review Jurnal Ekonomi & Keuangan Islam The South East Asian Journal of Management Journal of Business on Hospitality and Tourism Jurnal Matematika Integratif Jurnal Kawistara
Bayu Sutikno
Department Of Management, Faculty Of Economics And Business, Universitas Gadjah Mada, Yogyakarta, Indonesia
Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Languange, Linguistic, Communication & Media Mechanical Engineering Social Sciences Transportation

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Journal : JAM : Jurnal Aplikasi Manajemen

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REVIEW OF CUSTOMER EXPERIENCE, PERCEIVED EFFECTIVENESS OF E-COMMERCE INSTITUTIONAL MECHANISMS, AND REPURCHASE INTENTION FROM THE PERSPECTIVE OF EXPECTATION-CONFIRMATION THEORY Pakarti, Piji; Dharmmesta, Basu Swastha; Nugroho, Sahid Susilo; Sutikno, Bayu
Jurnal Aplikasi Manajemen Vol. 20 No. 1 (2022)
Publisher : Universitas Brawijaya, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.jam.2022.020.01.02

Abstract

This study aims to determine how the influence of customer experience dimensions includes functionality factors and psychological factors on e-satisfaction, trust in sellers, and repurchase intentions by involving the perceived effectiveness of e-commerce institutional mechanisms (PEEIM). The sampling technique used purposive sampling with two research objects in Yogyakarta and Semarang. The number of samples is 208 respondents. Data was collected using a questionnaire instrument distributed online and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results showed that the variables of usability, communication, trust in the seller, and context familiarity had a positive effect on e-satisfaction. Social presence, product presence, interactivity, and value for money do not affect e-satisfaction. PEEIM positively affects trust in the seller. e-satisfaction directly or indirectly affects repurchase intentions. Further research is directed to develop a research model with a more detailed object focus to get a more comprehensive understanding, for example, by comparing the types of experience products and search products.
Co-Authors Alfensi Faruk Basu Swastha Dharmmesta Basu Swastha Dharmmesta Bernardinus M. Purwanto Cheng, Julian Ming-Sung Hendrie Adjie Kusworo Ina Melati Joko Subiharto Julian Ming-Sung Cheng Marwah Rizqiyati Miftakhul Khasanah Nugraheni, Agusta Ika Prihanti Nugraheni, Agusta Ika Prihanti Oki Dwipurwani Piji Pakarti Sahid Susilo Nugroho Sari Winahjoe Shine Pintor Siolemba Patiro Siswomihardjo, Sari Winahjoe Sudiyanti Sudiyanti Tri Kuntoro Priyambodo Yulia Arisnani Widyaningsih