Article Sidebar
Main Article Content
Abstract
Penelitian ini bertujuan untuk menguji pengaruh kualitas pelayanan, kemudahan penggunaan, keamanan transaksi, dan kepercayaan konsumen terhadap loyalitas pelanggan melalui kepuasan konsumen sebagai variabel intervening pada konsumen Tokopedia. Penelitian ini menggunakan teknik purposive sampling dalam pengambilan sampel. Data primer penelitian ini dikumpulkan dari 230 responden. Teknik analisis statistik yang digunakan dalam penelitian ini yaitu structural equation modelling (SEM) dengan software SmartPLS. Hasil analisis data menunjukkan bahwa kualitas pelayanan, dan kemudahan penggunaan memberikan pengaruh yang positif dan signifikan terhadap kepuasan konsumen. Kepusan konsumen juga berpengaruh positif dan signifikan terhadap loyalitas pelanggan. Namun, keamanan transaksi dan kepercayaan konsumen tidak memberikan pengaruh pada kepuasan konsumen.
Keywords
Article Details
Copyright (c) 2022 Nura Urfany, Muchsin Muthohar
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
References
- Armanto, I.D. (2018) “Pengaruh Dimensi Kualitas Layanan Terhadap Kepuasan Pelanggan Indihome Triple Play,” E-Jurnal Manajemen Universitas Udayana, 7(3), hal. 1282–1309. Tersedia pada: https://doi.org/10.24843/ejmunud.2018.v7.i03.p06.
- Basyar, K. dan Sanaji (2016) “Manfaat Terhadapniat Beli Ulang Secara Online,” Bisma Jurnal Bisnis Dan Manajemen, 8(2), hal. 204–217.
- Berthanila, R. (2017) “Pengaruh Kualitas Pelayanan Terhadap Tingkat Kepuasan Pelanggan (Studi pada PT Pegadaian (Persero) Pegadaian Unit Pelayanan Cabang Labuan),” Sawala, 5(2), hal. 7–16.
- Blut, M., Wang, C. dan Schoefer, K. (2016) “Factors Influencing the Acceptance of Self-Service Technologies: A Meta-Analysis,” Journal of Service Research, 19(4), hal. 396–416. Tersedia pada: https://doi.org/10.1177/1094670516662352.
- Chiou, J.S., Droge, C. dan Hanvanich, S. (2002) “Does Customer Knowledge Affect How Loyalty is Formed?,” Journal of Service Research, 5(2), hal. 113–124. Tersedia pada: https://doi.org/10.1177/109467002237494.
- Chiou, J.S. dan Shen, C.C. (2006) “The effects of satisfaction, opportunism, and asset specificity on consumers’ loyalty intention toward internet portal sites,” International Journal of Service Industry Management, 17(1), hal. 7–22. Tersedia pada: https://doi.org/10.1108/09564230610651552.
- Gajewska, T. et al. (2020) “The impact of the level of customer satisfaction on the quality of e-commerce services,” International Journal of Productivity and Performance Management, 69(4), hal. 666–684. Tersedia pada: https://doi.org/10.1108/IJPPM-01-2019-0018.
- Garcia, J.M. et al. (2020) “Factors affecting satisfaction and loyalty to online group buying,” Revista de Gestão, 27(3), hal. 211–228. Tersedia pada: https://doi.org/10.1108/rege-02-2018-0037.
- Gefen, D. (2000) “E-commerce: The role of familiarity and trust,” Omega, 28(6), hal. 725–737. Tersedia pada: https://doi.org/10.1016/S0305-0483(00)00021-9.
- Gounaris, S., Dimitriadis, S. dan Stathakopoulos, V. (2010) “An examination of the effects of service quality and satisfaction on customers’ behavioral intentions in e-shopping,” Journal of Services Marketing, 24(2), hal. 142–156. Tersedia pada: https://doi.org/10.1108/08876041011031118.
- Ha, H.Y. (2004) “Factors influencing consumer perceptions of brand trust online,” Journal of Product & Brand Management, 13(5), hal. 329–342. Tersedia pada: https://doi.org/10.1108/10610420410554412.
- Haryono, S. (2012) Metodologi Penelitian Bisnis Dan Manajemen: Teori & Aplikasi Dilengkapi Contoh hasil Penelitian Analisis Regresi, Jalur dan SEM dengan program SPSS dan AMOS Versi 18.00. Jakarta: PT IPU.
- Hu, H.H., Kandampully, J. dan Juwaheer, D.D. (2009) “Relationships and impacts of service quality, perceived value, customer satisfaction, and image: An empirical study,” Service Industries Journal, 29(2), hal. 111–125. Tersedia pada: https://doi.org/10.1080/02642060802292932.
- Ishak, A. dan Luthfi, Z. (2011) “Pengaruh Kepuasan dan Kepercayaan Konsumen terhadap Loyalitas: Studi Tentang Peran Mediasi Switching Costs,” Jurnal Siasat Bisnis, 15(1), hal. 55–66. Tersedia pada: https://doi.org/10.20885/jsb.vol15.iss1.art5.
- Jin, B. dan Park, J.Y. (2006) “The moderating effect of online purchase experience on the evaluation of online store attributes and the subsequent impact on market response outcomes,” Advances in Consumer Research, 33, hal. 203–211.
- Kalia, P. dan Paul, J. (2021) “E-service quality and e-retailers: Attribute-based multi-dimensional scaling,” Computers in Human Behavior, 115, hal. 106608. Tersedia pada: https://doi.org/10.1016/j.chb.2020.106608.
- Kotler, P. dan Keller, K.L. (2009) Manajemen Pemasaran. 13 ed. Jakarta: Erlangga.
- Nguyen, T.T.N. (2020) “Developing and validating five-construct model of customer satisfaction in beauty and cosmetic E-commerce,” Heliyon, 6(9), hal. E04887. Tersedia pada: https://doi.org/10.1016/j.heliyon.2020.e04887.
- Novianti, Endri dan Darlius (2018) “Kepuasan Pelanggan Memediasi Pengaruh Kualitas Pelayanan Dan Promosi Terhadap Loyalitas Pelanggan,” MIX: Jurnal Ilmiah Manajemen, 8(1), hal. 90–108. Tersedia pada: https://doi.org/10.22441/mix.2018.v8i1.006.
- Park, E. et al. (2019) “Determinants of customer satisfaction with airline services: An analysis of customer feedback big data,” Journal of Retailing and Consumer Services, 51(June), hal. 186–190. Tersedia pada: https://doi.org/10.1016/j.jretconser.2019.06.009.
- Saleem, M.A., Zahra, S. dan Yaseen, A. (2017) “Impact of service quality and trust on repurchase intentions – the case of Pakistan airline industry,” Asia Pacific Journal of Marketing and Logistics, 29(5), hal. 1136–1159. Tersedia pada: https://doi.org/10.1108/APJML-10-2016-0192.
- Santoso, A. dan Aprianingsih, A. (2017) “The Influence Of Perceived Service And E-Service Quality To Repurchase Intention The Mediating Role Of Customer Satisfaction Case Study: Go-Ride In Java,” Journal Of Business And Management, 6(1), hal. 32–43.
- So, M.W.C. dan Sculli, D. (2002) “The role of trust, quality, value and risk in conducting e-business,” Industrial Management and Data Systems, 102(9), hal. 503–512. Tersedia pada: https://doi.org/10.1108/02635570210450181.
- Srinivasan, S.S., Anderson, R. dan Ponnavolu, K. (2002) “Customer loyalty in e-commerce: An exploration of its antecedents and consequences,” Journal of Retailing, 78(1), hal. 41–50. Tersedia pada: https://doi.org/10.1016/S0022-4359(01)00065-3.
- Suparyanto dan Rosad (2015) Manajemen Pemasaran. Yogyakarta: In Media.
- Tandon, U., Kiran, R. dan Sah, A. (2017) “Analyzing customer satisfaction: users perspective towards online shopping,” Nankai Business Review International, 8(3), hal. 266–288. Tersedia pada: https://doi.org/10.1108/NBRI-04-2016-0012.
- Tandon, U., Kiran, R. dan Sah, A.N. (2016) “Analysing the complexities of website functionality, perceived ease of use and perceived usefulness on customer satisfaction of online shoppers in India,” International Journal of Electronic Marketing and Retailing, 7(2), hal. 115–140. Tersedia pada: https://doi.org/10.1504/IJEMR.2016.077118.
- Tzavlopoulos, Ι. et al. (2019) “Determining the impact of e-commerce quality on customers’ perceived risk, satisfaction, value and loyalty,” International Journal of Quality and Service Sciences, 11(4), hal. 576–587. Tersedia pada: https://doi.org/10.1108/IJQSS-03-2019-0047.
- Udo, G.J., Bagchi, K.K. dan Kirs, P.J. (2010) “An assessment of customers’ e-service quality perception, satisfaction and intention,” International Journal of Information Management, 30(6), hal. 481–492. Tersedia pada: https://doi.org/10.1016/j.ijinfomgt.2010.03.005.
- Zangmo, M., Liampreecha, W. dan Chemsripong, S. (2014) “The Influence of Passenger Perceived Service Quality on Passenger Satisfaction and Loyalty: Case of Drukair Royal Bhutan Airlines,” International Journal of Technical Research, 8(8), hal. 66–74.
References
Armanto, I.D. (2018) “Pengaruh Dimensi Kualitas Layanan Terhadap Kepuasan Pelanggan Indihome Triple Play,” E-Jurnal Manajemen Universitas Udayana, 7(3), hal. 1282–1309. Tersedia pada: https://doi.org/10.24843/ejmunud.2018.v7.i03.p06.
Basyar, K. dan Sanaji (2016) “Manfaat Terhadapniat Beli Ulang Secara Online,” Bisma Jurnal Bisnis Dan Manajemen, 8(2), hal. 204–217.
Berthanila, R. (2017) “Pengaruh Kualitas Pelayanan Terhadap Tingkat Kepuasan Pelanggan (Studi pada PT Pegadaian (Persero) Pegadaian Unit Pelayanan Cabang Labuan),” Sawala, 5(2), hal. 7–16.
Blut, M., Wang, C. dan Schoefer, K. (2016) “Factors Influencing the Acceptance of Self-Service Technologies: A Meta-Analysis,” Journal of Service Research, 19(4), hal. 396–416. Tersedia pada: https://doi.org/10.1177/1094670516662352.
Chiou, J.S., Droge, C. dan Hanvanich, S. (2002) “Does Customer Knowledge Affect How Loyalty is Formed?,” Journal of Service Research, 5(2), hal. 113–124. Tersedia pada: https://doi.org/10.1177/109467002237494.
Chiou, J.S. dan Shen, C.C. (2006) “The effects of satisfaction, opportunism, and asset specificity on consumers’ loyalty intention toward internet portal sites,” International Journal of Service Industry Management, 17(1), hal. 7–22. Tersedia pada: https://doi.org/10.1108/09564230610651552.
Gajewska, T. et al. (2020) “The impact of the level of customer satisfaction on the quality of e-commerce services,” International Journal of Productivity and Performance Management, 69(4), hal. 666–684. Tersedia pada: https://doi.org/10.1108/IJPPM-01-2019-0018.
Garcia, J.M. et al. (2020) “Factors affecting satisfaction and loyalty to online group buying,” Revista de Gestão, 27(3), hal. 211–228. Tersedia pada: https://doi.org/10.1108/rege-02-2018-0037.
Gefen, D. (2000) “E-commerce: The role of familiarity and trust,” Omega, 28(6), hal. 725–737. Tersedia pada: https://doi.org/10.1016/S0305-0483(00)00021-9.
Gounaris, S., Dimitriadis, S. dan Stathakopoulos, V. (2010) “An examination of the effects of service quality and satisfaction on customers’ behavioral intentions in e-shopping,” Journal of Services Marketing, 24(2), hal. 142–156. Tersedia pada: https://doi.org/10.1108/08876041011031118.
Ha, H.Y. (2004) “Factors influencing consumer perceptions of brand trust online,” Journal of Product & Brand Management, 13(5), hal. 329–342. Tersedia pada: https://doi.org/10.1108/10610420410554412.
Haryono, S. (2012) Metodologi Penelitian Bisnis Dan Manajemen: Teori & Aplikasi Dilengkapi Contoh hasil Penelitian Analisis Regresi, Jalur dan SEM dengan program SPSS dan AMOS Versi 18.00. Jakarta: PT IPU.
Hu, H.H., Kandampully, J. dan Juwaheer, D.D. (2009) “Relationships and impacts of service quality, perceived value, customer satisfaction, and image: An empirical study,” Service Industries Journal, 29(2), hal. 111–125. Tersedia pada: https://doi.org/10.1080/02642060802292932.
Ishak, A. dan Luthfi, Z. (2011) “Pengaruh Kepuasan dan Kepercayaan Konsumen terhadap Loyalitas: Studi Tentang Peran Mediasi Switching Costs,” Jurnal Siasat Bisnis, 15(1), hal. 55–66. Tersedia pada: https://doi.org/10.20885/jsb.vol15.iss1.art5.
Jin, B. dan Park, J.Y. (2006) “The moderating effect of online purchase experience on the evaluation of online store attributes and the subsequent impact on market response outcomes,” Advances in Consumer Research, 33, hal. 203–211.
Kalia, P. dan Paul, J. (2021) “E-service quality and e-retailers: Attribute-based multi-dimensional scaling,” Computers in Human Behavior, 115, hal. 106608. Tersedia pada: https://doi.org/10.1016/j.chb.2020.106608.
Kotler, P. dan Keller, K.L. (2009) Manajemen Pemasaran. 13 ed. Jakarta: Erlangga.
Nguyen, T.T.N. (2020) “Developing and validating five-construct model of customer satisfaction in beauty and cosmetic E-commerce,” Heliyon, 6(9), hal. E04887. Tersedia pada: https://doi.org/10.1016/j.heliyon.2020.e04887.
Novianti, Endri dan Darlius (2018) “Kepuasan Pelanggan Memediasi Pengaruh Kualitas Pelayanan Dan Promosi Terhadap Loyalitas Pelanggan,” MIX: Jurnal Ilmiah Manajemen, 8(1), hal. 90–108. Tersedia pada: https://doi.org/10.22441/mix.2018.v8i1.006.
Park, E. et al. (2019) “Determinants of customer satisfaction with airline services: An analysis of customer feedback big data,” Journal of Retailing and Consumer Services, 51(June), hal. 186–190. Tersedia pada: https://doi.org/10.1016/j.jretconser.2019.06.009.
Saleem, M.A., Zahra, S. dan Yaseen, A. (2017) “Impact of service quality and trust on repurchase intentions – the case of Pakistan airline industry,” Asia Pacific Journal of Marketing and Logistics, 29(5), hal. 1136–1159. Tersedia pada: https://doi.org/10.1108/APJML-10-2016-0192.
Santoso, A. dan Aprianingsih, A. (2017) “The Influence Of Perceived Service And E-Service Quality To Repurchase Intention The Mediating Role Of Customer Satisfaction Case Study: Go-Ride In Java,” Journal Of Business And Management, 6(1), hal. 32–43.
So, M.W.C. dan Sculli, D. (2002) “The role of trust, quality, value and risk in conducting e-business,” Industrial Management and Data Systems, 102(9), hal. 503–512. Tersedia pada: https://doi.org/10.1108/02635570210450181.
Srinivasan, S.S., Anderson, R. dan Ponnavolu, K. (2002) “Customer loyalty in e-commerce: An exploration of its antecedents and consequences,” Journal of Retailing, 78(1), hal. 41–50. Tersedia pada: https://doi.org/10.1016/S0022-4359(01)00065-3.
Suparyanto dan Rosad (2015) Manajemen Pemasaran. Yogyakarta: In Media.
Tandon, U., Kiran, R. dan Sah, A. (2017) “Analyzing customer satisfaction: users perspective towards online shopping,” Nankai Business Review International, 8(3), hal. 266–288. Tersedia pada: https://doi.org/10.1108/NBRI-04-2016-0012.
Tandon, U., Kiran, R. dan Sah, A.N. (2016) “Analysing the complexities of website functionality, perceived ease of use and perceived usefulness on customer satisfaction of online shoppers in India,” International Journal of Electronic Marketing and Retailing, 7(2), hal. 115–140. Tersedia pada: https://doi.org/10.1504/IJEMR.2016.077118.
Tzavlopoulos, Ι. et al. (2019) “Determining the impact of e-commerce quality on customers’ perceived risk, satisfaction, value and loyalty,” International Journal of Quality and Service Sciences, 11(4), hal. 576–587. Tersedia pada: https://doi.org/10.1108/IJQSS-03-2019-0047.
Udo, G.J., Bagchi, K.K. dan Kirs, P.J. (2010) “An assessment of customers’ e-service quality perception, satisfaction and intention,” International Journal of Information Management, 30(6), hal. 481–492. Tersedia pada: https://doi.org/10.1016/j.ijinfomgt.2010.03.005.
Zangmo, M., Liampreecha, W. dan Chemsripong, S. (2014) “The Influence of Passenger Perceived Service Quality on Passenger Satisfaction and Loyalty: Case of Drukair Royal Bhutan Airlines,” International Journal of Technical Research, 8(8), hal. 66–74.