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All Journal Jurnal Mantik Jurnal Informatika Ekonomi Bisnis Jurnal Informatika Ekonomi Bisnis
Afinia, Shevila
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Computer Science & IT Economics, Econometrics & Finance Languange, Linguistic, Communication & Media

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The impact of customer satisfaction on repurchase intention in e-commerce: a study in indonesia Afinia, Shevila
Jurnal Mantik Vol. 8 No. 1 (2024): May: Manajemen, Teknologi Informatika dan Komunikasi (Mantik)
Publisher : Institute of Computer Science (IOCS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/mantik.v8i1.5206

Abstract

The rapid growth of e-commerce in Indonesia has transformed the digital economy landscape, becoming a key driver of economic development. This study aims to investigate the relationship between customer satisfaction and repurchase intention in the context of e-commerce in Indonesia. Specifically, the research focuses on understanding how customer satisfaction impacts the likelihood of customers to repurchase products or services from online platforms. The research employs a quantitative approach, utilizing a sample of 90 respondents in Semarang, Indonesia, selected through purposive sampling. Data collection is conducted through structured questionnaires, with Likert scales used to assess customer responses. Statistical analysis, including validity testing and multiple linear regression, is performed using SPSS software to examine the relationship between customer satisfaction, trust, electronic word-of-mouth, and repurchase intention. The results indicate a significant and positive relationship between customer satisfaction and repurchase intention in e-commerce. Statistical tests reveal that both customer satisfaction and trust have a significant impact on repurchase intention, with p-values of 0.023 and 0.019, respectively. In conclusion, the findings highlight the importance of prioritizing customer satisfaction in e-commerce operations to enhance customer loyalty and drive repeat purchases. E-commerce platforms in Indonesia should focus on building trust, delivering quality service, and fostering positive customer experiences to increase repurchase intention and sustain long-term success in the competitive market
Customer Satisfaction's Influence on Repurchase Intention in Indonesia's E-commerce Sector Afinia, Shevila; Tjahjaningsih, Endang
Jurnal Informatika Ekonomi Bisnis Vol. 6, No. 3 (September 2024)
Publisher : SAFE-Network

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37034/infeb.v6i3.948

Abstract

The rapid growth of e-commerce in Indonesia has significantly impacted the digital economy, becoming a vital driver of economic development. With increasing competition, maintaining customer satisfaction is essential for online platforms' success. This study explores the relationship between customer satisfaction and repurchase intention within Indonesian e-commerce. It aims to understand how satisfaction influences customers' likelihood to repurchase products or services. A quantitative approach was used, involving 90 respondents in Semarang, selected via purposive sampling. Data were collected through structured questionnaires with Likert scales to gauge customer responses. Statistical analysis, including validity testing and multiple linear regression, was conducted using SPSS software to examine the relationships among customer satisfaction, trust, electronic word-of-mouth, and repurchase intention. The results demonstrate a significant positive relationship between customer satisfaction and repurchase intention. Statistical tests showed that both satisfaction and trust significantly impact repurchase intention, with p-values of 0.023 and 0.019, respectively. The study also confirmed the validity and reliability of the measurement instruments. In conclusion, the findings underscore the importance of prioritizing customer satisfaction to enhance loyalty and encourage repeat purchases. Indonesian e-commerce platforms should focus on building trust, delivering quality service, and fostering positive customer experiences to increase repurchase intention and sustain long-term success.
Customer Satisfaction's Influence on Repurchase Intention in Indonesia's E-commerce Sector Afinia, Shevila; Tjahjaningsih, Endang
Jurnal Informatika Ekonomi Bisnis Vol. 6, No. 3 (September 2024)
Publisher : SAFE-Network

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37034/infeb.v6i3.948

Abstract

The rapid growth of e-commerce in Indonesia has significantly impacted the digital economy, becoming a vital driver of economic development. With increasing competition, maintaining customer satisfaction is essential for online platforms' success. This study explores the relationship between customer satisfaction and repurchase intention within Indonesian e-commerce. It aims to understand how satisfaction influences customers' likelihood to repurchase products or services. A quantitative approach was used, involving 90 respondents in Semarang, selected via purposive sampling. Data were collected through structured questionnaires with Likert scales to gauge customer responses. Statistical analysis, including validity testing and multiple linear regression, was conducted using SPSS software to examine the relationships among customer satisfaction, trust, electronic word-of-mouth, and repurchase intention. The results demonstrate a significant positive relationship between customer satisfaction and repurchase intention. Statistical tests showed that both satisfaction and trust significantly impact repurchase intention, with p-values of 0.023 and 0.019, respectively. The study also confirmed the validity and reliability of the measurement instruments. In conclusion, the findings underscore the importance of prioritizing customer satisfaction to enhance loyalty and encourage repeat purchases. Indonesian e-commerce platforms should focus on building trust, delivering quality service, and fostering positive customer experiences to increase repurchase intention and sustain long-term success.
Co-Authors Endang Tjahjaningsih