The influence of online service quality perceived value, and customer satisfaction to repurchase intention of Zalora in Surabaya
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Institusion
Universitas Katolik Widya Mandala Surabaya
Author
Michael Davin (STUDENT ID : mdavindavin99dvna@gmail.com)
Sri Yunan Budiarsi (LECTURER ID : 0001605703)
Maria Mia Kristanti (LECTURER ID : 0726016901)
Sri Yunan Budiarsi (LECTURER ID : 0001605703)
Maria Mia Kristanti (LECTURER ID : 0726016901)
Subject
International Business Management
Datestamp
2021-10-07 07:20:05
Abstract :
Starting in 2020, since the pandemic broke out, many Indonesians have started using e-commerce more comfortably, while others have done so because of the low prices offered by several e-commerce platforms. When it comes to shopping, digital shoppers may be influenced by a variety of digital tools, such as brand emails and product reviews. E-commerce, or online commerce, is a business concept that allows companies and people to buy and sell goods over the internet. E-commerce, which can be done on smartphones, tablets, and laptops, can be considered a digital form of shopping catalogs. In the use of e-commerce, there must be such things as Service Quality and Perceived Value. Service Quality is described as the overall consumer perception of the reliability of the organization and its services, while Perceived Value is the overall consumer assessment of the usefulness of a product based on perceptions of what is received and what is given. From these 2 variables can determine Customer Satisfaction and Repurchase Intention. This study aims to determine the influences of online Service Quality, Perceived Value, and Customer Satisfaction, on Repurchase Intention by using SEM with LISREL program. The object of this research is Zalora Indonesia consumers located in Surabaya, aged over 17 years with a sample size of 178 respondents. The results of this study indicate that online service quality has a positive effect on customer satisfaction, online service quality has indirect effect on repurchase intention through customer satisfaction, perceived value has a positive effect on customer satisfaction and has direct effect on repurchase intention
Starting in 2020, since the pandemic broke out, many Indonesians have started using e-commerce more comfortably, while others have done so because of the low prices offered by several e-commerce platforms. When it comes to shopping, digital shoppers may be influenced by a variety of digital tools, such as brand emails and product reviews. E-commerce, or online commerce, is a business concept that allows companies and people to buy and sell goods over the internet. E-commerce, which can be done on smartphones, tablets, and laptops, can be considered a digital form of shopping catalogs. In the use of e-commerce, there must be such things as Service Quality and Perceived Value. Service Quality is described as the overall consumer perception of the reliability of the organization and its services, while Perceived Value is the overall consumer assessment of the usefulness of a product based on perceptions of what is received and what is given. From these 2 variables can determine Customer Satisfaction and Repurchase Intention. This study aims to determine the influences of online Service Quality, Perceived Value, and Customer Satisfaction, on Repurchase Intention by using SEM with LISREL program. The object of this research is Zalora Indonesia consumers located in Surabaya, aged over 17 years with a sample size of 178 respondents. The results of this study indicate that online service quality has a positive effect on customer satisfaction, online service quality has indirect effect on repurchase intention through customer satisfaction, perceived value has a positive effect on customer satisfaction and has direct effect on repurchase intention
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