Menciptakan Kepuasan Konsumen Dengan Pengalaman Membeli Produk
DOI:
https://doi.org/10.30741/adv.v3i2.484Keywords:
Experience Buying, Customer Satisfaction, Repurchase IntentionAbstract
The number of internet users currently in Indonesia is increasingly growing, along with the development of the times and technology. One of them is the provision of food delivery services. In this research, researchers have the aim to describe how far the influence of the consumer buying experience on satisfaction and the desire to buy back online at Go Food in Surabaya. This research data was obtained through distributing questionnaires to 70 respondents using the accidental sampling method for ordering GoFood in Surabaya, who often bought using GoFood online at least three times in a period of 2 months. The data testing technique used in this research is Partial Least Square. The research proves that buying experience and online customer satisfaction sometimes does not provide a stimulus to repurchase consumers. However, optimal customer satisfaction can result in repurchases on a product or service provided. This is because buying experience and customer satisfaction does not guarantee consumers to buy back a product. However, if consumers are satisfied, consumers will spontaneously make repeat purchases. Even if consumers are satisfied, consumers will indirectly promote products to other consumers.
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References
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Adytia, C. A., & Yuniawati, Y. (2016). PENGARUH CUSTOMER EXPERIENCE TERHADAP REVISIT INTENTION DI THE TRANS LUXURY HOTEL BANDUNG (Survei pada Wisatawan Sebagai Individual First Timer Guest The Trans Luxury Hotel Bandung). THE Journal : Tourism and Hospitality Essentials Journal, 5(1), 857. https://doi.org/10.17509/thej.v5i1.1993
Baskara, I. M. A., & Sukaatmadja, I. P. G. (2016). Pengaruh Online Trust Dan Perceived Enjoyment Terhadap Online Shopping Satisfaction Dan Repurchase Intention Lazada Indonesia. E-Jurnal Manajemen Universitas Udayana, 5(11), 7214–7244.
Chen, Y. T., & Chou, T. Y. (2012). Exploring the continuance intentions of consumers for B2C online shopping: Perspectives of fairness and trust. Online Information Review, 36(1), 104–125. https://doi.org/10.1108/14684521211209572
Fornell, C. (2016). Satisfaction Barometer: The Swedish Experience. Journal of Marketing, 56(1), 6–21. Retrieved from http://www.jstor.org/stable/1252129
Ha, H. Y., Janda, S., & Muthaly, S. K. (2010). A new understanding of satisfaction model in e-re-purchase situation. European Journal of Marketing, 44(7), 997–1016. https://doi.org/10.1108/03090561011047490
Hendarsono, G., & Sugiharto, S. (2013). Analisa Pengaruh Experiental Marketing terhadap Minat Beli Ulang Konsumen. Jurnal Manajemen Pemasaran, 1(2), 1–8.
Huang, Y. C., Wu, Y. C. J., Wang, Y. C., & Boulanger, N. C. (2011). Decision making in online auctions. Management Decision, 49(5), 784–800. https://doi.org/10.1108/00251741111130850
Kim, S., & Stoel, L. (2004). Apparel retailers: Website quality dimensions and satisfaction. Journal of Retailing and Consumer Services, 11(2), 109–117. https://doi.org/10.1016/S0969-6989(03)00010-9
Kusuma, P. D., & Suryani, A. (2017). Peran Customer Satisfaction Memediasi Pengaruh Marketing Mix Terhadap Repurchase Intention. E-Jurnal Manajemen Universitas Udayana, 6(3), 1398–1424.
Kusumawati, I. P., & Sutopo. (2013). Analisis Pengaruh Customer Experience Terhadap Minat Beli ( Studi Kasus Pada Konsumen Restoran The House Of Raminten Yogyakarta ). Diponegoro Journal of Management, 2(2012), 1–9.
Lin, C., & Lekhawipat, W. (2014). Factors affecting online repurchase intention. Industrial Management and Data Systems, 114(4), 597–611. https://doi.org/10.1108/IMDS-10-2013-0432
Malhotra, N. K. (2009). Riset Pemasaran : Pendekatan Terapan. Jakarta: PT Indeks.
Mohmed, S. I., Azizan, B., & Jali, Z. (2013). The Impact of Trust and Past Experience on Intention to Purchase in E-Commerce. International Journal of Engineering Research and Development, 7(10), 28–35.
Monsuwé, T. P. Y., Dellaert, B. G. C., & De Ruyter, K. (2004). What drives consumers to shop online? A literature review. International Journal of Service Industry Management, 15(1), 102–121. https://doi.org/10.1108/09564230410523358
Nurhayati, & Murti, W. W. (2012). ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI MINAT BELI ULANG MASYARAKAT TERHADAP PRODUK HANDPHONE. Journal VALUE ADDED, 8(2), 47–62. https://doi.org/10.1017/CBO9781107415324.004
Pramudita, Y. A., & Japarianto, E. (2013). Analisa Pengaruh Customer Value dan Customer Experience terhadap Customer Satisfaction di De Kasteel Resto Surabaya. Jurnal Manajemen Pemasaran Petra, 1(1), 1–7. Retrieved from https://media.neliti.com/media/publications/140540-ID-none.pdf
Resti, D., & Soesanto, H. (2016). Pengaruh Persepsi Harga, Kualitas Pelayanan melalui Kepuasan Pelanggan terhadap Minat Beli Ulang pada Rumah Kecantikan Sifra Di Pati. Diponegoro Journal of Management, 5(1), 1–12.
Saidani, B., & Arifin, S. (2012). Pengaruh kualitas produk dan kualitas layanan terhadap kepuasan konsumen dan minat beli pada ranch market. Jurnal Riset Manajemen Sains Indonesia, 3(1), 1–22.
Salim, K. F., Catherine, & Andreani, F. (2015). Pengaruh Customer Experience dan Kepercayaan terhadap Kepuasan Konsumen di TX Travel Klampis. Jurnal Manajemen Perhotelan, 322–340.
Schiffman, L. G., & Kanuk, L. L. (2004). Consumer Behavior (Eight Edit). New Jersey: Pearson Education, Inc.
Schmitt, B. B. H. (1999). How to Get Customers to Sense, feel, think, act, relate. New York: Free Press.
Suandana, N. P. W., Rahyuda, K., & Yasa, N. N. K. (2016). Pengaruh Pengalaman Membeli Produk Fashion Terhadap Niat Membeli Kembali Melalui Kepuasan Dan Kepercayaan Pelanggan. Matrik:Jurnal Manajemen, Strategi Bisnis Dan Kewirausahaan, 10(1), 85–97.
Trisnawati, E., Suroso, A., & Kumorohadi, U. (2012). Analisis Faktor-Faktor Kunci Dari Niat Pembelian Kembali Secara Online (Study Kasus Pada Konsumen Fesh Shop). Jurnal Bisnis Dan Ekonomi (JBE), 19(2), 126–141. https://doi.org/1412-3126
Weisberg, J., Te’eni, D., & Arman, L. (2011). Past purchase and intention to purchase in e-commerce: The mediation of social presence and trust. Internet Research, 21(1), 82–96. https://doi.org/10.1108/10662241111104893
Yolandari, N. L. D., & Kusumadewi, N. M. W. (2018). PENGARUH PENGALAMAN PELANGGAN DAN KEPERCAYAAN TERHADAP NIAT BELI ULANG SECARA ONLINE MELALUI KEPUASAN PELANGGAN (Studi Pada Situs Online Berrybenka.com). E-Jurnal Manajemen Universitas Udayana, 7(10), 5343. https://doi.org/10.24843/ejmunud.2018.v07.i10.p06
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Published
2019-12-31
How to Cite
Irdiana, S., & Noor Khairullah2, M. (2019). Menciptakan Kepuasan Konsumen Dengan Pengalaman Membeli Produk. Jurnal Ilmu Manajemen Advantage, 3(2), 86–91. https://doi.org/10.30741/adv.v3i2.484
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