Article Sidebar

Submitted
June 17, 2022
Accepted
August 18, 2022
Published
August 18, 2022
Download
Full text PDF
Statistic
Read Counter : 552 Download : 722

Downloads

Download data is not yet available.

Main Article Content

Abstract

This study aims to analyze and explain the effect of e-service quality, price perception, and experiential marketing on the repurchase intention of online fashion products in e-commerce. The research uses a quantitative approach, design research with a survey to the respondents. The population is all consumers who shop for fashion through online sales in Indonesia e-commerce. Collecting data using non-probability sampling method, by means of self-selection and convenience, those who are easy to find, meet the requirements as a population and are willing to be used as research samples. The number of samples is 290 respondents. Analysis using the Structural Equation Model (SEM) method with AMOS 24.0 Software. The results of the analysis can show that e-service quality, price perception, and experiential marketing have a positive and significant effect on customer satisfaction. E-service quality, experiential marketing, and customer satisfaction have a positive and significant effect on repurchase intention. However, price perception has a negative and significant effect on repurchase intention. The novelty of this research is to explore the determinants of repurchase intention with the influencing variables consist of service quality, price perception and fashion shopping experience by Indonesian consumers in e-commerce through the intervening variable of customer satisfaction for customers in Indonesia.

Keywords

E-Service quality; price perception; experiential marketing; customer satisfaction; repurchase intention

Article Details

License

Copyright (c) 2022 M. Andi Alwi Nopreza, Sumadi

Creative Commons License

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

Authors who publish with this journal agree to the following terms:

  1. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
  2. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
  3. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
How to Cite
Nopreza, M. A. A., & Sumadi. (2022). Determinant factors of repurchase interest of buying fashion products online in e-commerce. Asian Management and Business Review, 2(2), 162–175. https://doi.org/10.20885/AMBR.vol2.iss2.art5
Download Citation
Endnote/Zotero/Mendeley (RIS)
BibTeX

References

  1. Andreani, F. (2007). Experiential marketing (sebuah pendekatan pemasaran). Jurnal Manajemen Pemasaran, 2(1), 1-8. https://doi.org/10.9744/pemasaran.2.1.
  2. Blut, M., Chowdhry, N., Mittal, V., & Brock, C. (2015). E-service quality: A meta-analytic review. Journal of Retailing, 91(4), 679-700. https://doi.org/10.1016/j.jretai.2015.05.004
  3. Chich, S. S. (2012). Empirical study pertaining to the effect of price on customer customer satisfaction with respect to dominos and pizza hut. International Journal of Applied Services Mark ed Services Marketing Perspectives. 1(2), 131.
  4. Fauroni, M., & Lukman. (2002). Visi Al-Quran tentang Etika dan Bisnis. Jakarta : Salemba Diniyah.
  5. Febriani, N., & Dewi, W. W. (2019). Perilaku Konsumen di Era Digital : Beserta Studi Kasus. Malang : UB Press.
  6. Fornell, C., & Larcker, D.F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50. https://doi.org/10.2307/3151312
  7. Guzel, S. O., & Bas, Y. N. (2020). Understanding the relationship between physical environment, price perception, customer satisfaction and loyalty in restaurants. Journal of Tourism and Gastronomy Studies, 8(2), 762-776. https://doi.org/10.21325/jotags.2020.577
  8. Hair, J., Anderson, R., Black, B., & Babin, B. (2010). Multivariate Data Analysis: Global Edition, 7th Edition. New Jersey: Pearson Education.
  9. Hanan, M., & Karp, P. (1991). Customer Satisfaction: How to Maximaze, Measure and Market your company’s Ultimate Product. New York: American Management Association.
  10. Herington, C., & Weaven, S. (2008). E-retailing by banks: E-service quality and its importance to customer satisfaction. European Journal of Marketing, 43(9), 1220-1231. https://doi.org/10.1108/03090560910976456
  11. Hermawan, B., Basalamah, S., Djamereng, A., & Plyriadi, A. (2017). Effect of service quality and price perception on corporate image, customer satisfaction and customer loyalty among mobile telecommunication services provider. IRA-International Journal of Management & Social Sciences, 8(1), 62-73. http://dx.doi.org/10.21013/jmss.v8.n1.p7
  12. Hume, M., Mort, G. S., & Winzar, H. (2007). Exploring repurchase intention in a performing arts context: who comes? And why do they come back?. International Journal of Nonprofit and Voluntary Sector Marketing, 12(2), 135–148. https://doi.org/10.1002/nvsm.284
  13. Indrawati, & Fatharani, U.S. (2016). The effect of experiential marketing towards customer satisfaction on online fashion store in Indonesia. Asia Pasific Journal of Advanced Business and Social Studies, 2(2), 232-241.
  14. Iriawan, D.P., & Sumadi, S. (2021). Determining brand strenghth against WOM with the mediation of customer satisfaction and business loyalty of Garuda Indonesia aircraft flight. Asian Management and Business Review, 1(1), 68–79. https://doi.org/10.20885/AMBR.vol1.iss1.art7
  15. Jarvenpaa, S. L., & Todd, P. A. (1997). Consumer reactions to electronic shopping on the world wide web. International Journal of Electronic Commerce, 1(2), 59-88. https://doi.org/10.1080/10864415.1996.11518283
  16. Johan, I. S., Indriyani, R., & Gaile, Z. V. (2020). Measuring repurchase intention of fashion online shopping. International Conference on Social Sciences and Humanities, SHS Web of Conference, Surabaya. Vol.76. https://doi.org/10.1051/shsconf/20207601015
  17. Kementerian Komunikasi dan Informatika RI. Kemkominfo: Pertumbuhan e-Commerce Indonesia Capai 78 Persen, Februari 2019. Retrieved from https://www.kominfo.go.id/content/detail/16770/kemkominfo-pertumbuhan-e-commerce-indonesiacapai-78-persen/0/sorotan_media
  18. Kotler, P., & Keller, K. L. (2016). Marketing Management. Harlow: Pearson Education Limited.
  19. Laudon, K. C., & Laudon, J. P. (1998). Management Information System - New Approaches to Organization & Technology. 5th Edition. New Jersey: Prentice Hall.
  20. Lee, G. G., & Lin, H. F. (2005). Customer perceptions of e-service quality in online shopping. International Journal of Retail & Distribution Management, 33(2), 161-176. https://doi.org/10.1108/09590550510581485
  21. Lestari, V. T., & Ellyawati, J. (2019). Effect of e-service quality on repurchase intention: testing the role of e-satisfaction as mediator variable. International Journal of Innovative Technology and Exploring Engineering, 8(7), 158-162. https://doi.org/10.35940/ijitee.I1024.0789S219
  22. Liu, Y., Pu, B., Guan, Z., & Yang, Q. (2015). Online customer experience and its relationship to repurchase intention: An empirical case of online travel agencies in China. Asia Pacific Journal of Tourism Research, 21(10), 1085-1099. https://doi.org/10.1080/10941665.2015.1094495
  23. Martin‐Consuegra, D., Molina, A., & Esteban, A. (2007). An integrated model of price, satisfaction and loyalty: An empirical analysis in the service sector. Journal of Product and Brand Management, 16(7), 459-468. https://doi.org/10.1108/10610420710834913
  24. Mensah, I., & Mensah, R. D. (2018). Effects of service quality and customer satisfaction on repurchase intention in restaurants on University of Cape Coast Campus. Journal of Tourism, Heritage & Services Marketing, 4(1), 27-36. https://doi.org/10.5281/zenodo.1247542
  25. Oh, H. (2000). The effect of brand class, brand awareness, and price on customer value and behavioral intentions. Journal of Hospitality & Tourism Research, 24(2), 136-162. https://doi.org/10.1177/109634800002400202
  26. Oliver, R. L. (1997). Satisfaction A Behavioral Perspective On The Consumer. Singapore: McGraw-Hill Education.
  27. Peter, J. P., & Olson, J. C. (2000). Consumer behavior: Perilaku dan Strategi Pemasaran Jilid 1 Edisi Keempat. Jakarta: Erlangga.
  28. Phuong, N. N., & Trang, T. T. (2018). 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. Marketing and Branding Research, 5(2), 78-91. https://doi.org/10.33844/mbr.2018.60463
  29. Pudjarti, S., Nurchayati, & Putranti, H. R. (2019). Hubungan e-service quality dan e-loyalty dengan e-satisfaction pada konsumen Go-jek dan Grab di Kota Semarang. Jurnal Ilmu-ilmu Sosial dan Humaniora, 21(3), 237-246. https://doi.org/10.24198/sosiohumaniora.v21i3.21491
  30. Razi, F. F. (2016). Sense marketing, experiential marketing, customer satisfaction and repurchase intention. Journal of Marketing and Consumer Research, 21(7), 67-73.
  31. Rohwiyati, & Praptiestrini. (2019). The effect of shopee e-service quality and price perception on repurchase intention: Customer satisfaction as mediation variable. Indonesian Journal of Contemporary Management Search, 1(1), 47-54. https://doi.org/10.33455/ijcmr.v1i1.86
  32. Salim, M. A., Soliha, E., & Siswanto, A. B. (2020). Effect location, price perception of satisfaction customers and impact on repurchase intention. International Journal of Civil Engineering and Technology, 11(5), 157-169. https://doi.org/10.34218/IJCIET.11.5.2020.015
  33. Santos, J. (2003). E-service quality: A model of virtual service quality dimensions. Emerald: Managing Service Quality, 13(3), 233-246. https://doi.org/10.1108/09604520310476490
  34. Saunders, M., Lewis, P., & Thornhill, A. (2016). Research Methods for Business Students. 7th Edition. United Kingdom: Pearson Education.
  35. Schmitt, B. (1999). Experiential Marketing: How to Get Customers to Sense, Feel, Think, Act, and Relate to Your Company and Brands. New York: Free Pass.
  36. Subawa, N. S., Widhiasthini, N. W., & Suastika, N. P. (2020). The effect of experiential marketing, social media marketing, and brand trust on repurchase intention in Ovo Applications. International Research Journal of Management, IT & Social Sciences, 7(3), 11-21. https://doi.org/10.21744/irjmis.v7n3.881
  37. Suhaily, L., & Soelasih, Y. (2017). What effects repurchase intention of online shopping. International Business Research, 10(12), 113-122. https://doi.org/10.5539/ibr.v10n12p113
  38. Tandon, U., Kirana, R., & Saha, A. N. (2017). Customer satisfaction as mediator between website service quality and repurchase intention: An emerging economy case. Service Science, 7(2), 106–120. https://doi.org/10.1287/serv.2016.0159
  39. Wen, C., Prybutok, V. R., & Xu, C. (2015). An integrated model for customer online repurchase intention. Journal of Computer Information Systems, 52(1), 14-23. http://dx.doi.org/10.1080/08874417.2011.11645518
  40. Williams, A. (2006). Tourism and hospitality marketing: Fantasy, feeling and fun. International Journal of Contemporary Hospitality Management, 18(6), 482-495. https://doi.org/10.1108/09596110610681520
  41. Wolfinbargera, M., & CGilly, M. (2003). E-TailQ : Dimensionalizing, measuring and predicting retail quality. Journal of Retailing, 79(3), 183-198. https://doi.org/10.1016/S0022-4359(03)00034-4
  42. Yang, Z. (2001). Consumer Perceptions of Service Quality in Internet-Based Electronic Commerce. Proceedings of 30th EMAC Conference, (p. 8-11). Bergen.
  43. Yasri, Y., Susanto, P., Hoque, M. E., & Gusti, M. A. (2020). Price perception and price appearance on repurchase intention of gen Y: Do brand experience and brand preference mediate? Heliyon, 6(11), e05532. https://doi.org/10.1016/j.heliyon.2020.e05532
  44. Yen, C., Hsu, M.H., Chang, C.M. (2013). Exploring the online bidder’s repurchase intention: a cost and benefit perspective. Information Systems and e-Business Management, 11(2), 211-234. https://doi.org/10.1007/s10257-012-0201-0
  45. Yuan, Y. H., & Wu, C. K. (2008). Relationships among experiential marketing, experiential value, and customer satisfaction. Journal of Hospitality & Tourism Research, 32(3), 387-410. https://doi.org/10.1177/1096348008317392
  46. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46. https://doi.org/10.1177/002224299606000203
  47. Zhou, R., Wang, X., Shi, Y., Zhang, R., Zhang, L., & Guo, H. (2019). Measuring e service quality and its importance to customer satisfaction and loyalty: An empirical study. Electronic Commerce Research, 19(3), 477-499. https://doi.org/10.1007/s10660-018-9301-3