Pengaruh Kualitas Layanan dan Kepuasan Pelanggan terhadap Niat Beli dan Pembelian Sebenarnya Tokopedia

Muhammad Rifqi Ashfa; Asmai Ishak

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24 November 2023

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26 January 2024

Published

26 January 2024

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Abstract

Pada era saat ini, perkembangan industri jual beli melalui internet telah menjadi industri yang besar dengan berbagai macam situs web jual beli yang ada didalamnya. Tokopedia pada saat ini dapat dikatakan merupakan salah satu situs web jual beli yang banyak dipakai oleh masyarakat Indonesia. Tujuan dari penelitian ini adalah untuk menganalisis pengaruh kualitas layanan dan kepuasan pelanggan platfrom Tokopedia terhadap niat beli dan pembelian sebenarnya. Model penelitian yang diusulkan dan serangkaian hipotesis dikembangkan dan diuji berdasarkan data yang dikumpulkan dari 200 pengguna Tokopedia di Indonesia. Hasil yang didapatkan pada penelitian ini menunjukkan bahwa dari tigabelas hipotesis yang ada terdapat sebelas hipotesis yang diterima dan hanya dua hipotesis yang ditolak. Hasil penelitian yang ditemukan ini dapat digunakan oleh Tokopedia untuk dijadikan bahan referensi dalam mengembangkan bisnis dengan mempertimbangkan pengaruh kualitas layanan dan kepuasan pelanggan terhadap niat beli dan pembelian sebenarnya.

Keywords

kualitas layanan kepuasan pelanggan niat beli pembelian sebenarnya

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How to Cite

Ashfa, M. R., & Ishak, A. (2024). Pengaruh Kualitas Layanan dan Kepuasan Pelanggan terhadap Niat Beli dan Pembelian Sebenarnya Tokopedia. Selekta Manajemen: Jurnal Mahasiswa Bisnis & Manajemen, 2(5), 108–132. Retrieved from https://journal.uii.ac.id/selma/article/view/31518

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References

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References

Ali, M. dan Raza, S.A. (2017) ‘Service Quality Perception and Customer Satisfaction in Islamic Banks of Pakistan: The Modified SERVQUAL Model’, Total Quality Management & Business Excellence, 28(5–6), pp. 559–577.

Andrew, M. (2019) ‘E-Service Quality and Brand Image on Buying Interest’, Journal of Secretary and Business Administration, 3(1), pp. 23-38. Available at: https://doi.org/10.31104/jsab.v3i1.83.

Aptaguna, A. dan Pitaloka, E. (2016) ‘Pengaruh Kualitas Layanan dan Harga terhadap Minat Beli Jasa Go-Jek’, Widyakala Journal, 3, pp. 49-56. Available at: https://doi.org/10.36262/widyakala.v3i0.24.

Bakar, N., Khan, N. R. M., Zahirudin, Z., Yusof, J. M., Mohamed, R. N., dan Jamaludin, N. F., (2018) ‘E-commerce: Customer Purchase Intention and its Service Performance (SERVPERF) on Online Businesses in Malaysia’, Journal of International Business and Management, 1(3), pp. 1–14.

Blut, M., Chowdhry, N., Mittal, V., dan Brock, C., (2015) ‘E-Service Quality: A Meta-Analytic Review’, Journal of Retailing, 91(4), pp. 679-700. Available at: https://doi.org/10.1016/j.jretai.2015.05.004.

Brady, M.K. dan Robertson, C.J. (2001) ‘Searching for A Consensus on the Antecedent Role of Service Quality and Satisfaction: An Exploratory Cross-National Study’, Journal of Business Research, 51(1), pp. 53–60. Available at: https://doi.org/10.1016/S0148-2963(99)00041-7.

Candra, F., Ellitan, L. dan Agrippina, Y.R. (2023) ‘Pengaruh Kualitas Produk dan Kualitas Layanan Terhadap Niat Beli Kembali Melalui Kepuasan Pelanggan Wizzmie di Surabaya’, EKOMA: Jurnal Ekonomi, Manajemen, Akuntansi, 3(1), pp. 218–237.

Chek, Y.L. dan Ho, J.S.Y. (2016) ‘Consumer Electronics E-retailing: Why the Alliance of Vendors E-service Quality, Trust and Trustworthiness Matters’, Procedia - Social & Behavioral Sciences, 219, pp. 804-811. Available at: https://doi.org/10.1016/j.sbspro.2016.05.083.

Chih-Hung Wang, M. (2012) ‘Determinants and Consequences of Consumer Satisfaction with Self-Service Technology in A Retail Setting’, Managing Service Quality: An International Journal, 22(2), pp. 128–144.

Childers, T. L., Carr, C. L., Peck, J., dan Carson, S., (2001) ‘Hedonic and utilitarian motivations for online retail shopping behavior’, Journal of retailing, 77(4), pp. 511–535.

Chi, T. (2018) ‘Mobile Commerce Website Success: Antecedents of Consumer Satisfaction and Purchase Intention’, Journal of Internet Commerce, 17(3), pp. 189-215. Available at: https://doi.org/10.1080/15332861.2018.1451970.

Chiu, W. dan Cho, H. (2019) ‘E-commerce Brand: The Effect of Perceived Brand Leadership on Consumers Satisfaction and Repurchase Intention on E-Commerce Websites’, Asia Pacific Journal of Marketing and Logistics, 33(6), pp. 1339-1362. Available at: https://doi.org/10.1108/apjml-10-2018-0403.

Choudhury, S.R. (2020) More people are doing their holiday shopping online and this trend is here to stay, CNBC. Tersedia pada: https://www.cnbc.com/2020/12/15/coronavirus-pandemic-has-pushed-shoppers-to-e-commerce-sites.html (Diakses: 1 Februari 2023).

Dash, G., Kiefer, K. dan Paul, J. (2021) ‘Marketing-to-Millennials: Marketing 4.0, Customer Satisfaction and Purchase Intention’, Journal of Business Research, 122, pp. 608–620. Available at: https://doi.org/10.1016/j.jbusres.2020.10.016.

Davis, F.D. (1989) ‘Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology’, MIS Quarterly, 13(3), pp. 319-340. Available at: https://doi.org/10.2307/249008.

Dedeke, A. (2016) ‘Travel Web-Site Design: Information Task-Fit, Service Quality and Purchase Intention’, Tourism Management, 54, pp. 541–554. Available at: https://doi.org/10.1016/j.tourman.2016.01.001.

Dewi, A.I. dan Ardani, I.G.A.K.S. (2018) ‘Peran Brand Image Memediasi pengaruh Word of Mouth terhadap Purchase Intention (Studi Pada Produk Mie Samyang Hot Spicy Chicken Di Kota Denpasar)’, E-Jurnal Manajemen Universitas Udayana, 7(4), pp. 1771-1801. Available at: https://doi.org/10.24843/ejmunud.2018.v07.i04.p03.

Dhingra, S., Gupta, S. dan Bhatt, R. (2020) ‘A Study of Relationship Among Service Quality of E-Commerce Websites, Customer Satisfaction, and Purchase Intention’, International Journal of E-Business Research (IJEBR), 16(3), pp. 42–59.

Gajewska, T., Zimon, D., Kaczor, G., dan Madzík, P. (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), pp. 666–684.

Ginting, Y.M., Sinaga, A.M.R. dan Nainggolan, R.D. (2022) ‘Analysis the Influence of Digital Marketing, Product Differentiation, Customer Value, Service Quality to Purchase Decision and Repurchase Intention of Millenial Generation at Shopee Online Shop’, SEIKO: Journal of Management and Business, 4(3), pp. 134–153.

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), pp. 142–156. Available at: https://doi.org/10.1108/08876041011031118.

Gunawan, F., Ali, M.M. dan Nugroho, A. (2019) ‘Analysis of the Effects of Perceived Ease of Use and Perceived Usefulness on Consumer Attitude and Their Impacts on Purchase Decision on PT Tokopedia In Jabodetabek’, European Journal of Business and Management Research, 4(5). Available at: https://doi.org/10.24018/ejbmr.2019.4.5.100.

Hendar, Sudarti, K. dan Rhemananda, H. (2021) ‘Online Customers Satisfaction on Repurchase Intention: Role of Mobile Shopping Perceived Customer’, in Complex, Intelligent and Software Intensive Systems: Proceedings of the 14th International Conference on Complex, Intelligent and Software Intensive Systems (CISIS-2020), pp. 444–453.

Hong, W., Zheng, C., Wu, L., dan Pu, X., (2019) ‘Analyzing the Relationship Between Consumer Satisfaction and Fresh E-Commerce Logistics Service Using Text Mining Techniques’, Sustainability, 11(13), p. 3570.

Hsieh, J.-Y. dan Liao, P.-W. (2011) ‘Antecedents and Moderators of Online Shopping Behavior in Undergraduate Students’, Social Behavior and Personality: an international journal, 39(9), pp. 1271-1280. Available at: https://doi.org/10.2224/sbp.2011.39.9.1271.

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