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All Journal Media Ekonomi dan Manajemen Management Analysis Journal
Bayu Bagas Hapsoro
Universitas Negeri Semarang
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering

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Customer Switching Intention: The Integrated Framework of Disconfirmation Theory Widya Prananta; Vitradesie Noekent; Angga Pandu Wijaya; Bayu Bagas Hapsoro
Media Ekonomi dan Manajemen Vol 38, No 2 (2023): July 2023
Publisher : Fakultas Ekonomika dan Bisnis UNTAG Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56444/mem.v38i2.3772

Abstract

Due to growing competition, customer retention has become a big problem in many service companies. Within a conceptual model for consumer switching intention, this article examines the influence of customer experience, customer satisfaction, and switching intention to green products, all of which are controlled by online information. Even though scholars have researched consumer switching intentions and the elements that influence them, the complex structural processes that minimize the chance of switching intentions in higher education institutions have remained unstudied. This paper addresses the role of customer experience and customer satisfaction to switching intentions moderated by online information. Data is collected through a questionnaire survey. This study employs purposive sampling to obtain respondents (n = 135), with the criteria, students at Universitas Negeri Semarang, a Conservatory University, who wish to switch to green products. Empirical findings support the proposed model and hypotheses, demonstrating that (1) customer satisfaction is negatively related to switching intention, and (2) The online information factor further strengthens the relationship between customer satisfaction and switching intention. The findings of this study provide a unified understanding of the structural relationships that contribute to increased green switching intention to the development of disconfirmation theories in the higher-education context. Implementing a green campus within Universitas Negeri Semarang, campus communities are encouraged to switch to environmentally friendly products to support green campus policies.
The Effect of Perceived Ease of Use, Perceived Usefulness, and Perceived Security on E-Wallet Continuance Intention of Shopeepay Through E-Satisfaction Bayu Bagas Hapsoro; Kismiatun Kismiatun
Management Analysis Journal Vol 11 No 4 (2022): Management Analysis Journal
Publisher : Universitas Negeri Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/maj.v11i4.63725

Abstract

The development of digitalization flows coupled with the emergence of the new normal era of Covid-19 globally, including in Indonesia, has resulted in an increase in the use of digital payment instruments such as ShopeePay. This study examines the effect of perceived ease of use, perceived usefulness, perceived security and e-satisfaction on e-wallet Continuance intention of ShopeePay in generation Z in Demak City. This study aims to examine and analyze the effect of the e-satisfaction variable in mediating the perceived ease of use, perceived usefulness, and perceived security on e-wallet Continuance intention. The data analysis technique used in this study is the Structural Equation Model – Partial Least Square (SEM-PLS) version 3.0 analysis. This analysis technique can determine the simultaneous linear relationship between research variables and latent variables. The results of this study indicate that perceived ease of use and perceived usefulness do not have a direct influence on e-wallet Continuance intention. Meanwhile perceived security has a positive and significant effect on e-wallet Continuance intention. E-satisfaction can mediate the relationship between variables perceived ease of use, perceived usefulness, and perceived security on e-wallet Continuance intention. And there is a direct influence between e-satisfaction on e-wallet Continuance intention.
Co-Authors Angga Pandu Wijaya, Angga Pandu Kismiatun Kismiatun Prananta, Widya Vitradesie Noekent, Vitradesie