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Gilang Pratama Hafidz
Universitas Esa Unggul
Religion Economics, Econometrics & Finance Industrial & Manufacturing Engineering Social Sciences

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ANALYSIS OF FACTORS THAT CAN INCREASE REPURCHASE INTENTION, WOM AND SITE REVISIT In E-COMMERCE APPLICATIONS Gilang Pratama Hafidz; Dosman T Sitorus
Jurnal Ekonomi Vol. 12 No. 01 (2023): Jurnal Ekonomi, 2023 Periode Januari - Maret
Publisher : SEAN Institute

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Abstract

About 90% of internet users in Indonesia have made online transactions, which makes Indonesia the highest level of e-commerce usage worldwide. The purpose of this study is to determine the effect of Web Design, Customer Service, Security and Fulfillment of Needs on the Overall Quality of Electronic Services. Overall Electronic Service Quality on Customer Satisfaction and Customer Trust. To find out the role of Customer Satisfaction and Customer Trust in mediating Repurchase Intention, WOM and Site Revisit in e-commerce applications. 330 people were selected as respondents with the criteria of being at least 17 years old, having made a transaction at least 1 time and being in the JABODETABEK area and then processed using Structural Equation Modeling (SEM). The results show that the Overall Electronic Service Quality has the most impact on customer satisfaction and customer trust. For an indirect effect, Customer Trust mediates the relationship between Overall Electronic Service Quality and Repurchase Intention. Customer satisfaction mediates the relationship between Overall Electronic Service Quality and site revisit. This research provides advice to companies to always improve the Overall Electronic Service Quality in e-commerce to increase Repurchase Intentions. For further research, the researchers can expand the research in terms of broader demographic locations in Indonesia
IMPACT OF SERVICE QUALITY ON REVISIT INTENTION AND WORD-OF-MOUTH INTENTION OF SUPERMARKETS THROUGH PRICE FAIRNESS, PERCEIVED VALUE AND SATISFACTION Gilang Pratama Hafidz; Quartus Dominicius
Jurnal Ekonomi Vol. 12 No. 02 (2023): Jurnal Ekonomi, Perode April - Juni 2023
Publisher : SEAN Institute

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Retail is the last link in the goods distribution process. Through retail, products can meet directly with consumers. The purpose of this study is to prove the effect on revisit intention and WOM intention for supermarkets. Further factors can be seen in the variable service quality, price fairness, perceived value and satisfaction. This is a quantitative study using a purposive sampling technique distributed through questionnaires to 240 supermarket visitor respondents aged at least 17 years, have visited the supermarket at least 2x and are domiciled in JABODETABEK. The analysis was carried out using the Structural Equation Modeling (SEM) method. The results of this study indicate that service quality has the most impact on price fairness and perceived value. For the indirect effect, satisfaction mediates the relationship between service quality with revisit intention and WOM intention. This study provides suggestions for supermarkets to focus on service quality and perceived value to increase satisfaction so that customers have visit intention and WOM intention. The researcher suggests for further research to increase the number of respondents and make the proportion of respondents' ages more even.
THE INFLUENCE OF SOCIAL MEDIA MARKETING ACTIVITIES, PERCEIVED VALUE, AND CUSTOMER EXPERIENCE ON SKINCARE CUSTOMER BEHAVIOR THROUGH RELATIONSHIP QUALITY Gilang Pratama Hafidz; Siti Solehah Rahmah Tunisa
Jurnal Ekonomi Vol. 12 No. 02 (2023): Jurnal Ekonomi, Perode April - Juni 2023
Publisher : SEAN Institute

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The purpose of this study was to prove the direct and indirect effect on repurchase intention, loyalty intention and participation in skincare products. Further factors can be seen in the variables Social Media Marketing Activity, Perceived Value, and Customer Experience. This type of research was quantitative using a purposive sampling technique which was distributed via questionnaire to 295 skincare consumer respondents aged 17-45 years in the Bekasi area. Primary data analysis was carried out using the Structural Equation Modeling (SEM) method. The results of this study indicate that the variable Perceived Value has the greatest direct influence on Relationship Quality followed by Customer Experience and Social Media Marketing Activity. Then, Relationship Quality has the greatest indirect effect on the relationship between Perceived Value and Participation Intention, Repurchase Intention and Loyalty Intention. This research contributes to companies to focus more on the perceived value and customer experience. The results of this study suggest to future researchers to expand the research area, extend the duration of the research and conduct focus group discussions.
Pengaruh Pengalaman, Kepuasan dan Niat Word Of Mouth Terhadap Loyalitas Pelanggan di Bank Digital Dessy Setyaningrum; Gilang Pratama Hafidz
MES Management Journal Vol. 5 No. 1 (2026): MES Management Journal
Publisher : MES Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56709/mesman.v5i1.1026

Abstract

Customer satisfaction in digital banking plays an important role in ensuring the sustainability of banking services. Satisfied customers tend to continue using the service and recommend it to others, which can expand the customer base. This study aims to analyze the relationship between customer experience, customer satisfaction, and word of mouth intention in influencing customer loyalty. This study uses a quantitative approach with a purposive sampling method, involving 240 digital bank customer respondents in JABODETABEK. Data collection was carried out through questionnaires, and data analysis used the Structural Equation Modeling (SEM) method. The results of the study indicate that customer experience, customer satisfaction and word of mouth intention have a positive and significant influence on customer loyalty. However, this study has limitations, such as only focusing on the customer perspective without considering external factors such as government regulations and technological developments that can affect customer loyalty. Therefore, further research is recommended to use a longitudinal method to analyze changes in customer behavior over time and consider external variables that can moderate the relationship between experience, satisfaction, and intention to share recommendations with customer loyalty.      
Co-Authors Dessy Setyaningrum Dosman T Sitorus Quartus Dominicius Siti Solehah Rahmah Tunisa