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All Journal The International Journal of Accounting and Business Society Jurnal Manajemen Pemasaran dan Perilaku Konsumen
Puspaningrum , Astrid
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Social Sciences

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Pengaruh Electronic Service Quality, System Quality, Dan Customer Trust Terhadap Repurchase Intention Zahirah, Anissa; Puspaningrum , Astrid
Jurnal Manajemen Pemasaran dan Perilaku Konsumen Vol. 3 No. 3 (2024)
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/jmppk.2024.03.3.07

Abstract

The increasing number of businesses has created competition among e-commerce companies. Lazada is one of the largest e-commerce in Indonesia, which has experienced a decline in visitors and received a lot of criticism through social media. This phenomenon indicates a decrease in the repurchase intention of Lazada consumers in Indonesia. This study aims to examine and explain the effect of electronic service quality, system quality, and customer trust on repurchase intention in Lazada e-commerce in Malang City. This type of the research is explanatory research which explains the position and relation between the variables studied through hypothesis testing. This research involved 140 respondents who had made purchases at Lazada e-commerce in Malang City. Sampling used a non-probability sampling technique with a purposive sampling method with the characteristics of domiciled in Malang City and having made a purchase through Lazada e-commerce at least once. This study used SPSS 29 to perform multiple linear regression tests. The results of this study indicate that electronic service quality has a significant effect on repurchase intention, system quality has a significant effect on repurchase intention, and customer trust has a significant effect on repurchase intention in Lazada e-commerce.   Abstrak  Meningkatnya jumlah pelaku bisnis telah menciptakan persaingan di antara perusahaan e-commerce. Lazada merupakan salah satu e-commerce terbesar di Indonesia yang mengalami penurunan pengunjung dan mendapatkan banyak kritikan melalui media sosial. Fenomena ini menunjukkan adanya penurunan pembelian berulang (repurchase intention) konsumen Lazada di Indonesia. Penelitian ini bertujuan untuk menguji dan menjelaskan pengaruh electronic service quality, system quality, dan customer trust terhadap repurchase intention pada e-commerce Lazada di Kota Malang. Jenis penelitian ini adalah penelitian eksplanatori (explanatory research) yang menjelaskan kedudukan dan hubungan antara variabel-variabel yang diteliti melalui pengujian hipotesis. Penelitian ini melibatkan 140 responden yang pernah melakukan pembelian pada e-commerce Lazada di Kota Malang. Pengambilan sampel menggunakan teknik non-probability sampling dengan metode purposive sampling dengan karakteristik berdomisili di Kota Malang dan pernah melakukan pembelian melalui e-commerce Lazada minimal satu kali. Penelitian ini menggunakan SPSS 29 dengan melakukan uji regresi linear berganda. Hasil penelitian ini menunjukkan bahwa electronic service quality berpengaruh signifikan terhadap repurchase intention, system quality berpengaruh signifikan terhadap repurchase intention, dan customer trust berpengaruh signifikan terhadap repurchase intention di e-commerce Lazada.
The Effect of Brand Experience on Brand Loyalty with The Mediation of Brand Love and Brand Trust Khairullah; Puspaningrum , Astrid; Yuniarinto, Agung
The International Journal of Accounting and Business Society Vol. 33 No. 1 (2025): IJABS
Publisher : Accounting Department,

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ijabs.2025.33.1.857

Abstract

Purpose - to be able to recognize the importance of brand loyalty in recent decades as markets have become more globally competitive and to secure brand position in an industry. Design/methodology/approach - This research uses quantitative methods. The data in this study were obtained through distributing online questionnaires to 120 respondents who became the sample because during the study there was a covid-19 pandemic which limited meetings with respondents directly. Data analysis using structural equation modeling partial least square (SEM-PLS) with the Smart-PLS 3.0 application. Findings - The results showed that brand experience, and brand trust have a significant effect on brand loyalty. However, brand love has no significant effect on brand loyalty. This study also shows that brand love and brand trust mediate the effect of brand experience on brand loyalty. Practical implications - The results of the study can be used for evaluation of related parties, namely the Tehbotol Sosro company in facing increasingly sharp competition in the RTD tea industry, gaining consumer loyalty and of course increasing company revenue. Originality/value - This research contributes to consumer responses in the Malang area with the object of Tehbotol Sosro. The results of this study can also be used as a reference for studies related to RTD Tea brand loyalty to brand experience through brand love and brand trust. The research results also provide input to the managerial of Tehbotol Sosro.
Co-Authors Agung Yuniarinto Khairullah Zahirah, Anissa