ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN DAN LOYALITAS PELANGGAN PADA BELANJA ONLINE

https://doi.org/10.22146/abis.v1i3.59381

Yan Mayasari Puspita Ratih(1*)

(1) Maksi FEB UGM
(*) Corresponding Author

Abstract


Penelitian ini bertujuan untuk menganalisis faktor-faktor yang mempengaruhi kepuasan dan loyalitas pelanggan pada belanja online. Teori yang digunakan dalam penelitian ini adalah model penerimaan teknologi (Davis, 1989) dan model kesuksesan sistem informasi (Delone dan McLean, 2003). Penelitian ini menggunakan sampel sebanyak 61 responden. Penyebaran kuesioner dilakukan secara online melalui forum jual beli online. Analisis yang digunakan untuk menguji adalam SEM berbasis varian atau partial least square (PLS). Hasil dari penelitian ini menunjukkan bahwa kualitas layanan, kualitas informasi, kegunaan persepsian dan nilai persepsian berpengaruh positif terhadap kepuasan pelanggan. Selanjutnya kegunaan persepsian, nilai persepsian dan kepuasan pelanggan berpengaruh positif terhadap loyalitas pelanggan. Kepuasan pelanggan merupakan faktor penentu dari terbentuknya loyalitas pelanggan belanja online.

Keywords


Abis, Abisugm, Abismaksi, Maksi, Maksiugm, Feb, Febugm, ugm, model penerimaan teknologi, model kesuksesan Delone dan McLean, kegunaan persepsian, nilai persepsian, kualitas layanan, kualitas informasi, kepuasan pelanggan, loyalitas pelanggan, belanja onli

Full Text:

PDF


References

Ajzen, I. dan Madden, T.J. 1986. Prediction of Goal-DirectedBehavior: Attitudes, Intentions, And Perceived Behavioral Control. Journalof Experimental Social Phsycology, 22, 453-474.Anderson, R.E. dan Srinivasan, S.S. 2003. E-satisfaction and E-loyalty: A Contingency Framework. Psychology and Marketing, 20(2), 123-138.Atchariyachanvanich, K., Okada, H., dan Sonehara, N. 2006. What Keeps Online Customers Repurchasing through the Internet?. ACM SIGecom Exchanges, 6(2), 47-57.Bhattacherjee, A. 2001.Understanding InformationSystems Continuance: An Expectation-Confirmation Mode. MIS Quarterly, 23(3), 351-370.Brown, I. dan Jayakody, R. 2008. B2C e-Commerce Success: a Test and Validation of a Revised Conceptual Model.The Electronic Journal11Information SystemsEvaluation, 11(3), 167-184.Castaneda, J.A., Rodriguez, M. A. dan Luque, T. 2009. Attitudes Hierarchy of Effects in Online User Behavior. Online Information Review, 33(1), 7-21.Celuch, K., Goodwin, S. dan Taylor, S. 2007. Understanding Small Scale Industrial User Internet Purchase and Information Management Intentions: A Test of Two Attitude Models.Industrial MarketingManagement, 36(1), 109-20.Chang, H.H. dan Wang, H. 2011. The Moderating Effect of Customer Perceived Value on Online Shopping Behavior. Online Information Review, 35(3), 333-359.Chen, Y-Y., Huang, H-L., Hsu, Y-C., Tseng, H-C., Lee, Y-C.2010. Confirmation of Expectations and Satisfaction with the Internet Shopping: The Role of Internet Self-efficacy. Computer and Information Science, 3(3), 14-22.Cyr, D., Hassanein, K., Head, M. dan Ivanov, A. 2007. The Role ofSocial Presence in Establishing Loyalty in e-Service Environments,” Interacting with Computers 19 (1), 43-56.Cyr, D. 2008. Modeling Web Site Design Across Cultures:Relationships To Trust, Satisfaction, and E-Loyalty. Journal of Management Information Systems, 24(4), 47-72.Davis, F.D. 1989. PerceivedUsefulness, Perceived Ease ofUse and User Acceptance ofInformation Technology. MISQuarterly, 13(3), 318-340.Davis, F.D., Bagozzi, R.P. dan Warshaw, P.R. 1989. User Acceptance of Computer Technology: A Comparison of Two Theoretical Models. Management Sciences, 35(8), 982-1003.DeLone, W.H., dan McLean, E.R. 1992. Information Systems Success: The Quest For TheDependent Variable.Information Systems Research, 3(1), 60-95.DeLone, W.H., dan McLean, E.R. 2003. The DeLone andMcLean model of information systems success: A ten-year update. Journal ofManagement Information Systems, 19(4), 9-30.12Enrique, B.A., Carla, R.M., Joaquin, A.M. And Silvia, S.B. 2008.Influence Of OnlineShopping InformationDependency And Innovativeness On Internet Shopping Adoption. Online Information Review, 32(5), 648-667.Flavian, C. dan Guinaliu, M. 2006. Consumer Trust, Perceived Security And Privacy Policy: Three Basic Elements of Loyalty to a Web Site. Industrial Management & Data Systems, 106(5), 601-20.Gefen, D., Karahanna, E. dan Straub, D.W. 2003. Trust and TAM in online shopping: anintegrated model. MIS Quarterly, 27(1), 51-90.Ghalandari, K. 2013. The Effect of Service Quality on CustomerPerceived Value and Customer Satisfaction as Factors Influencing Creationof Word of Mouth Communications in Iran. Journal of Basic and Applied Scientific Research, 3(4), 305-312.Ghozali, Imam, 2006. Structural Equation Modeling, Metode Alternatif dengan PartialLeast Square. Semarang,Indonesia: Badan PenerbitUniversitas Diponegoro,.Guo, X., Ling, K.C., and Liu, M. 2012. Evaluating FactorsInfluencing Consumer Satisfaction towards Online Shopping in China. Asian Social Science, 8 (13).Hair, J.F., Anderson, R.L. danTatham, W.C. 1998. Multivariate Data Analysis with Reading, Prentice-Hall, Upper Saddle River, NJ.Hong, S.J., Thong, J.Y.L. dan Tam, K.Y. 2006. UnderstandingContinued Information Technology Usage Behavior: A Comparison of Three Models In The Context Of Mobile Internet. Decision Support Systems, 42(3),1819-1834.Jogiyanto, H.M. 2004. Metodologi Penelitian Bisnis: Salah Kaprah dan Pengalaman-pengalaman. Yogyakarta, Indonesia: BPFE UGM.Jogiyanto, H.M. 2007. SistemInformasi Keperilakuan.Yogyakarta, Indonesia: Andi.Jogiyanto, H.M. 2008. Metodologi Penelitian Sistem Informasi. Yogyakarta, Indonesia: Andi.13Khalifa, M. dan Limayem, M. 2003. Drivers of internet shopping. Communications of the ACM, 46(12), 233-239.Lee, G.G. dan Lin, H.F. 2005. Customer Perceptions of E-Service Quality in OnlineShopping. International Journal of Retail andDistribution Management, 33(2), 161-76.Lien, C-H., Wen, M-J. dan Wu, C-C.2011. Investigating the Relationships among E-Service Quality, Perceived Value, Satisfaction, and Behavioral Intentions in Taiwanese Online Shopping. Asia Pacific Management Review, 16(3), 211-223.Liao, C., Palvia, P. dan Chen, J.L.2009. InformationTechnology Adoption Behavior Life Cycle: Toward A Technology Continuance Theory. International Journal of Information Management, 29, 309-320.Lin, G.T.R dan Sun, C-C. 2009.Factors Influencing Satisfaction and Loyalty InOnline Shopping: An Integrated Model. Online Information Review, 33(3), 458-475.Liu, X., He, M., Gao, F., dan Xie, P. 2008. An Empirical Study of Online Shopping Customer Satisfaction In China: AHolistic Perspective. International Journal ofRetail & Distribution Management, 36(11), 919-940.Oliver, R.L. 1980. A Cognitive Model of The Antecedentsand Consequences ofSatisfaction Decisions.Journal of MarketingResearch, 17(4), 460-9.Overby, J.W. dan Lee, E.J. 2006. The Effects of Utilitarian And Hedonic Online ShoppingValue on Consumer Preference and Intentions.Journal of BusinessResearch, 59(10), 1160-1166.Palmer, J., Bailey, J. P., dan Faraj, S.2000. The Role ofIntermediaries In The Development of Trust on theWww: The Use and Prominence of Trusted ThirdParties and PrivacyStatements. Journal ofComputer Mediated Communication, 5(3).Rowley, J. 2006. An Analysis of TheE-Service Literature:Towards A Research Agenda.14Internet Research, 16(3), 339-59.Santos, J. 2003. E-Service Quality: A Model of Virtual ServiceQuality Dimensions. Managing Service Quality, 13(3), 233-46.Shih, H.P. 2004. An Empirical Studyon Predicting UserAcceptance of E-ShoppingOn The Web. Information &Management, 40(3), 351-68.Rowley, J. 1996. Retailing and Shopping on The Internet. International Journal ofRetail & Distribution Management, 24(3), 81-9.Su, K-W., Hsu, M-H., dan Wang, J-W. 2009. Exploring the Online Shopping, the Role ofPrior experience. International Multiconferece of Engineers and Computer Scientist. 11.Teo, T.S.H. 2006. To Buy or Not to Buy Online: Adopters and Non-Adopters of OnlineShopping in Singapore. Behaviour & Information Technology, 25(6), 497-509.Terblanche, N.S. dan Boshoff, C.2010. Quality, Value, Satisfaction and Loyalty Amongst Race Groups: AStudy of Customers in the South African Fast FoodIndustry. South AfricanJournal of BusinessManagement, 41(1), 1-9.



DOI: https://doi.org/10.22146/abis.v1i3.59381

Article Metrics

Abstract views : 2086 | views : 4590

Refbacks

  • There are currently no refbacks.


View My Stats

 

 Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

______________________________________________________________________________________________________

2302 - 1500