The Role of Brand Image, Online Trust, and Customer Satisfaction in Building Repurchase Intention for Shopee E-Commerce Consumers in Sidoarjo
Peran Brand Image, Online Trust, Dan Customer Satisfaction Dalam Membangun Repurchase Intention Pada Konsumen E-Commerce Shopee di Sidoarjo
DOI:
https://doi.org/10.21070/ups.703Keywords:
Brand Image, Online Trust, Customer Satisfaction, Repurchase IntentionAbstract
This study aims to determine the Role of Brand Image, Online Trust, and Customer Satisfaction in Building Repurchase Intention for Shopee E-commerce Consumers in Sidoarjo. This research was conducted by quantitative methods. Sampling in this study was carried out by non-probability sampling techniques with purposive sampling methods and the number of samples in this study was 100 respondents. The data analysis technique used in this study used multiple linear regression using the SPSS Statistics program version 22. The results of this study prove that brand image affects repurchase intention, online trust affects repurchase intention, and customer satisfaction affects repurchase intention in Shopee e-commerce consumers in Sidoarjo.
Downloads
References
D. A. Harahap, “Perilaku Belanja Online Di Indonesia: Studi Kasus,” JRMSI - J. Ris. Manaj. Sains Indones., vol. 9, no. 2, pp. 193–213, 2018, doi: 10.21009/jrmsi.009.2.02.
P. Kotler and K. L. Keller, Manajemen Pemasaran, 12th ed. Indeks, 2018.
S. Paramananda, “The impact of brand image on customer satisfaction and loyalty,” Posl. Ekon., vol. 12, no. 2, pp. 59–73, 2018, doi: 10.5937/poseko14-15894.
H. Siagian and E. Cahyono, “Analisis Website Quality, Trust Dan Loyalty Pelanggan Online Shop,” J. Manaj. Pemasar., vol. 8, no. 2, pp. 55–61, 2014, doi: 10.9744/pemasaran.8.2.55-61.
R. Rosdiana, I. A. Haris, and K. R. Suwena, “Pengaruh Kepercayaan Konsumen Terhadap Minat Beli Produk Pakaian Secara Online,” J. Pendidik. Ekon. Undiksha, vol. 11, no. 1, p. 318, 2019, doi: 10.23887/jjpe.v11i1.20164.
F. Tjiptono, Strategi Pemasaran, 4th ed. Andi, 2015.
E. S. Regina, “Pengaruh Prior Online Purchase Experience Dan Online Trust Terhadap Online Repurchase Intention Di Online Shop Veresa,” J. Tek. Pomuk Petra, pp. 1–6, 2018.
N. Ngoc Duy Phuong and T. Thi Dai g, “Repurchase Intention: The Effect of Service Quality, System Quality, Information Quality, and Customer Satisfaction as Mediating Role: A PLS Approach of M-Commerce Ride Hailing Service in Vietnam,” Mark. Brand. Res., vol. 5, no. 2, pp. 78–91, 2018, doi: 10.33844/mbr.2018.60463.
N. M. Girsang, E. S. Rini, and P. Gultom, “The Effect Of Brand Image And Product Quality On Re-Purchase Intention With Customer Satisfaction As Intervening Variables In Consumers Of Skincare Oriflame Users – A Study On Students Of North Sumatra,” Eur. J. Manag. Mark. Stud., vol. 5, no. 1, pp. 40–57, 2020, doi: 10.5281/zenodo.3627548.
L. C. Huang, M. Gao, and P. F. Hsu, “A study on the effect of brand image on perceived value and repurchase intention in ecotourism industry,” Ekoloji, vol. 28, no. 107, pp. 283–287, 2019.
a E. D. Arista and S. R. T. Astuti, “dan Citra Merek terhadap Minat Beli Konsumen,” Arista , Astuti, vol. 13, no. 1, pp. 37–45, 2011.
D. A. R. Ningrum, Susanto, and B. D. Maharani, “Pengaruh kemudahan penggunaan, kepercayaan, dan kepuasan terhadap niat beli ulang ulang konsumen di SHOPEE (Studi Kasus Pada Mahasiswa Aktif Fakultas Ekonomi UST),” J. Ilm. Akunt. Manaj., vol. 4, no. 1, pp. 1–12, 2021, doi: 10.35326/jiam.v4i1.
A. U. Pratiwi and S. Chan, “the Influence of Customer Review and Shopping Experience on Repurchase Intention Mediated By Trusy (Case Study of Online Marketplace),” J. Bus. Res., vol. 6, no. 4, pp. 750–765, 2021.
Vernanda, M. Y., & Sari, D. K. (2020). The Effect of Brand Positioning and Service Quality on Customer Loyalty in Wonoayu Eurocar Market With Customer Satisfaction As Moderation Variable. Indonesian Journal of Law and Economics Review, 8, 10.21070/ijler.2020.V7.384. https://doi.org/10.21070/ijler.2020.V7.384
D. A. T. Sari, “Role of consumer satisfaction in mediating effect of product quality on repurchase intention,” Int. Res. J. Manag. IT Soc. Sci., vol. 7, no. 1, pp. 217–226, 2020, doi: 10.21744/irjmis.v7n1.839.
N. Tufahati, C. S. Barkah, P. W. Tresna, and A. Chan, “The Impact of Customer Satisfaction on Repurchase Intention (Surveys on Customer of Bloomythings),” J. Bus. Appl. Manag., vol. 14, no. 2, p. 177, 2021, doi: 10.30813/jbam.v14i2.3098.
D. Mensah, I. Mensah, and R. Dei Mensah, “Effects of Service Quality and Customer Satisfaction on Repurchase Intention in Restaurants on University of Cape Coast Campus,” J. Tour. Herit. Serv. Mark., vol. 18, no. 88449, pp. 27–36, 2018, doi: 10.5281/zenodo.1247542.
J. Juniwati, “Pengaruh Perceived Ease of Use, Enjoyment dan Trust Terhadap Repurchase Intention dengan Customer Satisfaction Sebagai Intervening pada Belanja Online (Studi Pada Mahasiswa Universitas Tanjungpura Pontianak),” J. Ekon. Bisnis dan Kewirausahaan, vol. 4, no. 1, p. 140, 2015, doi: 10.26418/jebik.v4i1.11465.
N. Wilson and K. Keni, “Pengaruh Website Design Quality Dan Kualitas Jasa Terhadap Repurchase Intention : Variabel Trust Sebagai Variabel Mediasi,” J. Manaj. dan Pemasar. Jasa, vol. 11, no. 2, p. 291, 2018, doi: 10.25105/jmpj.v11i2.3006.
S. A. Prabowo, “Pengaruh Suasana Toko, Kualitas Pelayanan, Kepercayaan, Dan Persepsi Harga Terhadap Minat Beli Ulang Konsumen Mirota Kampus Godean,” J. Ekon. Bisnis Dewantara, vol. 1, no. 7, pp. 115–126, 2018.
R. Setyorini and R. Prima, “The Effect of Trust Towards Online Repurchase Intention With Perceived Usefulness As An Intervening Variable : A Study on KASKUS Marketplace Customers,” Asian J. Technol. Manag., vol. 9, no. Iicies, pp. 1–7, 2015.
L. Suhaily and Y. Soelasih, “What Effects Repurchase Intention of Online Shopping,” Int. Bus. Res., vol. 10, no. 12, p. 113, 2017, doi: 10.5539/ibr.v10n12p113.
I. G. A. P. R. P. Dewi and N. W. Ekawati, “Peran Kepuasan Konsumen Memediasi Pengaruh Brand Image Terhadap Repurchase Intention,” E-Jurnal Manaj. Univ. Udayana, vol. 8, no. 5, p. 2722, 2019, doi: 10.24843/ejmunud.2019.v08.i05.p05.
R. Nurmansyah, E. Ruswanti, and M. U. Januarko, “The Influence of Service Quality and Customer Satisfaction on Repurchase Intention (Study Inindonesian Drugstore),” Int. J. Bus. Manag. Invent., vol. 7, no. 5, pp. 16–19, 2018, [Online]. Available: https://www.ijbmi.org/papers/Vol(7)5/Version-5/C0705051619.pdf
Downloads
Additional Files
Posted
License
Copyright (c) 2023 UMSIDA Preprints Server
This work is licensed under a Creative Commons Attribution 4.0 International License.
