PENGARUH WEBSITE QUALITY DAN DELIVERY SERVICE TERHADAP REPURCHASE INTENTION YANG DIMEDIASI eWOM (STUDI KASUS KABUPATEN SUKOHARJO)

Alun Pratama; Ihwan Susila; Fergiawan Alfianto  Rizkaputra

doi:10.34127/jrlab.v14i3.1781

Authors

Alun Pratama Universitas Pertamina
Ihwan Susila Universitas Muhammadiyah Surakarta
Fergiawan Alfianto Rizkaputra Universitas Merdeka Madiun

DOI:

https://doi.org/10.34127/jrlab.v14i3.1781

Keywords:

Repurchase Intention, Website Quality, Delivery Service, e-WOM

Abstract

This study aims to determine the effect of website quality and delivery service on repurchase intention mediated by e-WOM (electronic word-of-mouth), with a case study in Sukoharjo Regency. This research uses a quantitative approach. The sample in this study consisted of 211 people with the criteria of having made an online purchase and residing in Sukoharjo Regency. The data was collected using an online questionnaire distributed to respondents. The results of the study explain that: First, Website Quality, Delivery Service, and e-WOM have a positive effect on Repurchase Intention. Second, Website Quality has a positive effect on e-WOM, while Delivery Service has no effect on e-WOM. Third, it is concluded that e-WOM can mediate the effect of Website Quality on Repurchase Intention, but e-WOM cannot mediate the effect of Delivery Service on Repurchase Intention

References

Akroush, M. N. & Al-Debei, M. M., 2015. An Integrated Model of Factors Affecting Consumer Attitudes Towards Online Shopping. Business Process Management Journal, 21(6), pp. 1353-1376.

Akyüz, A., 2013. Determinant Factors Influencing eWOM. Mediterranean Journal of Social Sciences, 4(11), pp. 159-166.

APJII, 2017. penetrasi dan prilaku pengguna internet indonesia 2016, s.l.: s.n.

Aristio, A. P., Supardi, S., Hendrawan, R. A. & Hidayat, A. A., 2019. Analysis on Purchase Intention of Indonesian Backpacker in Accomodation Booking throught Online Travel Agent. Procedia computer science, pp. 885-891.

Barnes S, V., 2002. An integrative approach to the assessment of e-commerce quality. Journal of Electronic Commerce Research, 3(2), pp. 114-127.

Bienstock, C. C., Mentzer, J. T. & Bird , M. M., 1997. Measuring Physical Distribution Service Quality. Journal of the Academy of Marketing Science., pp. 31-44.

Chang, K.-C., Kuo, N.-T. & Hsu, C.-L., 2014. The Impact of Website Quality and Perceived Trust on Customer Purchase Intention in the Hotel Sector: Website Brand and Perceived Value as Moderators. International Journal of Innovation, Management and Technology, 5(4), pp. 255-260.

Chang, L.-Y., Lee, Y.-J. & Huang, C.-L., 2012. The Influence of E-Word-Of-Mouth on the Consumer’s Purchase Decision: a Case of Body Care Products. Department of Information Management, pp. 1-7.

Cheung, C., Lee, M. & Rabjohn, N., 2008. The impact of electronic word-of-mouth. The adoption of online opinions in online customer communities. Internet Research, 18(3), pp. 229-247.

Cheung, C. M. & Thadanib, D. R., 2012. The impact of electronic word-of-mouth communication: A literature analysis and integrative model. Decision Support Systems, pp. 461-470.

D. H. McKnight, V. C. a. C. K., 2002. The impact of initial consumer trust on intentions to transact with a web site: A trust building model. The Journal of Strategic Information Systems, pp. 297-323.

Dolnicar, S., Coltman, T. & Sharma, R., 2015. Do satisfied tourists really intend to come back? Three concerns with empirical studies linking satisfaction to behavioural intentions. Journal of Travel Research, 54(2), pp. 152-178.

E. Griffis, S. & J. Goldsby, T., 2011. Electronic Logistics Service Quality (e‐LSQ): Its Impact on the Customer’s Purchase Satisfaction and Retention. Journal of Business Logistics, p. 167–179.

Efraim Turban, D. K. J. K. L. T.-P. L. D. C. T., 2015. Electronic Commerce : A Managerial and Social Networks Perspective. Switzerland: Springer International Publishing.

Ekonomi, W., 2019. Portal Berita Ekonomi. [Online] Available at: https://www.wartaekonomi.co.id/read216302/pertumbuhan-e-commerce-pesat-di-indonesia

[Accessed 4 Maret 2020].

Gauri, D. K., Rao, R. & Bhatnagar, A., 2008. Role of word of mouth in online store loyalty. Communications of the ACM, pp. 89-91.

Ghozali, I., 2016. Aplikasi Analisis Multivariete Dengan Program. IBM SPSS 23. Semarang: Badan Penerbit.

Griffin, J., 2005. Customer Loyalty: Menumbuhkan dan Mempertahankan Kesetiaan Pelanggan. Alih Bahasa Dr. Dwi Yahya. Jakarta: Erlangga.

Guo, X., Ling, K. & Liu, M., 2012. Evaluating Factors Influencing Consumer Satisfaction Towards Online Shopping in China. Asian Social Science, pp. 40-50.

Hafizha, S., Abdurrahman & Nuryani, H. S., 2019. PENGARUH KUALITAS PELAYANAN, KETEPATAN WAKTU, TARIF PENGIRIMAN, DAN FASILITASTERHADAP KEPUASAN PELANGGAN J&T EXPRESS (Studi Kasus pada Pelanggan J&T Express Cabang Kota Sumbawa Besar). JURNAL MANAJEMEN DAN BISNIS, pp. 1-8.

Hair , J. F., Black , W. C., Babin , B. J. & Anderson , R. E., 2014. Multivariate Data Analysis. United States of America: Pearson Education Limited .

Ismagilova, E., K.Dwivedi, Y., Slade, E. & D. Williams, M., 2017. Electronic Word of Mouth (eWOM) in the Marketing context : A State of the Art Analysis and Future Directions. springer, pp. 1-148.

Ismagilova, E., L.Slade, E., P.Rana, N. & K. Dwivedi, Y., 2019. The Effect of Electronic Word of Mouth Communications on Intention to Buy: A Meta-Analysis. Springer, pp. 1-24.

Jalilvand, M. R., Esfahani, S. S. & Samiei, N., 2011. Electronic word-of-mouth: challenges and opportunities. Procedia Computer Scienc, pp. 42-46.

Jalilvand, M. R. & Samiei, N., 2012. The effect of electronic word of mouth on brand image and purchase intention: An empirical study in the automobile industry in Iran. Marketing Intelligence & Planning,, pp. 460-476.

Khalifa, M. & Liu, V., 2007. Online consumer retention: contingent effects of online shopping habit and online shopping experience. European Journal of Information Systems, pp. 780-792.

Kim, H. S., 2008. Culture and the cognitive and neuroendocrine responses to speech. J Pers Soc Psychol, 94(1), pp. 32-47.

Kotler, P. T. & Keller, K. L., 2012. Marketing Management Edisi 14, Global Edition. s.l.:Pearson Prentice Hall.

Ladhari, R. & Michaud, M., 2015. eWOM Effects on Hotel Booking Intentions, Attitudes, Trust, and Website Perceptions. International Journal of Hospitality Management, Volume 46, pp. 26-45.

Lam, S., Shankar, V., Erramilli, M. & Murthy, B., 2004. Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context. Journal of the Academy of Marketing Science, Volume 32, pp. 293-311.

Lee, H.-H. & Ma, Y. J., 2012. Consumer Perceptions of Online Consumer Product and Service Reviews: Focusing on Information Processing Confidence and Susceptibility to Peer Influence. Journal of Research in Interactive Marketing, 6(2), pp. 110-132.

Mayer, R., Davis, J. & Schoorman, F., 1995. An Integrative Model of Organizational Trust. The Academy of Management Review, 20(3), pp. 709-734.

Mindali, O. R. & Salomon, I., 2007. The impacts of E-retail on the choice of shopping trips and delivery: Some preliminary findings. Transportation Research Part A: Policy and Practice, pp. 176-189.

Napitupulu, D., 2017. Analysis of Factors Affecting the Website Quality Based on Webqual Approach (Study Case: XYZ University). Advance Science Engineering Information Technology, 7(3), pp. 793-798.

Oktaviani, N., Merlina, N. & N., 2018. Pemilihan Jasa Pengiriman Terbaik Menggunakan Metode Simple Additive Weighting (SAW). Jurnal Sistem dan Teknologi Informasi, 6(4), pp. 223-229.

Park, C., Wang, Y., Yao, Y. & Kang, Y., 2011. Factors influencing e-WOM effects: Using experience, credibility and susceptibility. International Journal of Social Science and Humanity, pp. 74-79.

Pham, H. & Nguyen, T., 2019. The eﬀect of website quality on repurchase intention with the mediation of perceived value: Te case study of online travel agencies in Vietnam. Journal of Global Business, 4(1), pp. 79-91.

Razak, N. S. A., Ahmad, A. H. & Marimuthu, M., 2016. THE EFFECT OF WEBSITE QUALITY ON REPURCHASE INTENTION IN TRAVEL AGENCY'S WEBSITE IN MALAYSIA.. asia pasific journal of advance business and social studies, 2(2), pp. 22-30.

Riduwan, 2013. Skala Pengukuran Vaiabel-variabel Penelitian.. Bandung: Alfabeta.

Rose, S., Clark, M., Samouel, P. & Hair, N., 2012. Online Customer Experience in e-Retailing: An empirical model of Antecedents and Outcomes. Journal of Retailing, 88(2), pp. 308-322.

Serra-Cantallops, A., Ramon-Cardona, J. & Salvi, F., 2018. The impact of positive emotional experiences on eWOM generation and loyalty. Spanish Journal of Marketing, pp. 1-22.

Shin, J., Chung, K. H., Oh, J. S. & Lee, C. W., 2013. The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea. International Journal of Information Management, Volume 33, pp. 453-463.

Shin, J. I., Chung, K. H. & Lee, C. W., 2013. The Effect of site quality on repurchase intention in internet shopping through mediating variables: the case of university student in south korea. International journal of information management, pp. 453-463.

Smith, E. R., 2000. e-Loyalty: How to Keep Customers Coming Back to Your Website. New York: HarperCollins.

Spreng, R. A., Harrell, G. D. & Mackoy, R. D., 1995. Service Recovery: Impact on Satisfaction and Intentions. Journal of Service Marketing, pp. 15-23.

Sreedhar, G., 2016. Design Solutions for Improving Website Quality and Effectiveness. USA: IGI Global.

Sugiyono, 2011. Metode Penelitian Kuantitatif, Kualitatif dan R & D. Bandung: Alfabeta.

Swanson, S. & Hsu, M., 2009. Critical incidents in tourism: failure, recovery, customer switching, and word-of-mouth behaviors. Journal of Travel & Tourism Marketing, 26(2), pp. 180-194.

Tandon, A., akash & G. Aggarwa, A., 2019. Impact of EWOM, website quality, and product satisfaction on customer satisfaction and repurchase intention: moderating role of shipping and handling. springer, pp. 1-8.

Tsao, W.-C. & Hsieh, M.-T., 2012. Exploring how relationship quality influences positive eWOM: the importance of customer commitment. Total Quality Management, 23(7), pp. 821-835.

W, Y., S. & Kimb, D. J., 2017. Assessing the eﬀects ofconsumers’ product evaluations and trust on repurchase intention in e-commerce environments. International Journal of Information Management, pp. 199-219.