Memahami Dampak Sustainable Intention dari Aktivitas E-Commerce: Customer Experience, Perceived Value dan Relationship Quality
|
Keywords:
E-Commerce, Sustainable Intention, Customer Experience, Perceived Value, Relationship Quality
AbstractKegiatan bisnis dengan menggunakan e-commerce saat ini semakin berkembang dengan mudah untuk mencapai dunia perdagangan penjual dan pembeli melalui media ini. Tujuan dilakukan penelitian ini adalah untuk membangun sebuah model konseptual, yang menghubungkan konsep perceived value dan customer experience dengan konsep relationship quality untuk menghasilkan sustainable intention dalam perdagangan di Winod.official melalui e-commerce. Penelitian ini dirancang dengan menggunakan metode purposive sampling yang melibatkan 163 pelanggan online dari pelanggan Winod.official di Indonesia yang bersedia meluangkan waktu dalam mengisi kuesioner. Data dianalisis menggunakan Structual Equation Model (SEM) dengan SmartPLS 3.0. Poin utama dari temuan kami dalam penelitian ini adalah perceived value dan customer experience, dapat disimpulkan bahwa keduanya berdampak pada relationship quality dan customer sustainable intention. Dalam penelitian ini, ada enam hipotesis terdiri dari enam hipotesis yang diterima. Setelah melakukan analisis lebih dalam, terungkap bahwa relationship quality yang baik menentukan pentingnya pelanggan yang berkelanjutan. Selain itu, penelitian yang dilakukan ini mengkaji dan secara eksperimental menegaskan peran perceived value dan customer experience dalam menentukan relationship quality dan sustainable intention didirikan pada perdagangan produk fashion winod.official melalui e-commerce. Downloads
Download data is not yet available.
ReferencesLu, B., Fan, W., & Zhou, M. (2016). Social presence, trust, and social commerce purchase intention: An empirical research. Computers in Human Behavior, 56, 225–237. https://doi.org/10.1016/j.chb.2015.11.057 Rosillo-Díaz, E., Blanco-Encomienda, F. J., & Crespo-Almendros, E. (2020). A cross-cultural analysis of perceived product quality, perceived risk and purchase intention in e-commerce platforms. Journal of Enterprise Information Management, 33(1), 139–160. https://doi.org/10.1108/JEIM-06-2019-0150 Veloutsou, C., & Moutinho, L. (2009). Brand relationships through brand reputation and brand tribalism. Journal of Business Research, 62(3), 314–322. https://doi.org/10.1016/j.jbusres.2008.05.010 Lo, A. (2020). Effects of customer experience in engaging in hotels’ CSR activities on brand relationship quality and behavioural intention. Journal of Travel and Tourism Marketing, 37(2), 185–199. https://doi.org/10.1080/10548408.2020.1740140 Pham, Q. T., Tran, X. P., Misra, S., Maskeliunas, R., & Damaševičius, R. (2018). Relationship between convenience, perceived value, and repurchase intention in online shopping in Vietnam. Sustainability (Switzerland), 10(1), 2–14. https://doi.org/10.3390/su10010156 Dorai, S., Balasubramanian, N., & Sivakumaran, B. (2021). Enhancing relationships in e-tail: Role of relationship quality and duration. Journal of Retailing and Consumer Services, 58, 102293. https://doi.org/10.1016/j.jretconser.2020.102293 Tajvidi, M., Richard, M. O., Wang, Y. C., & Hajli, N. (2018). Brand co-creation through social commerce information sharing: The role of social media. Journal of Business Research, 121, 476–486. https://doi.org/10.1016/j.jbusres.2018.06.008 Morgan-Thomas, A., & Veloutsou, C. (2013). Beyond technology acceptance: Brand relationships and online brand experience. Journal of Business Research, 66(1), 21–27. https://doi.org/10.1016/j.jbusres.2011.07.019 Calver, S. J., & Page, S. J. (2013). Enlightened hedonism: Exploring the relationship of service value, visitor knowledge and interest, to visitor enjoyment at heritage attractions. Tourism Management, 39, 23–36. https://doi.org/10.1016/j.tourman.2013.03.008 Shobeiri, S., Laroche, M., & Mazaheri, E. (2013). Shaping e-retailer’s website personality: The importance of experiential marketing. Journal of Retailing and Consumer Services, 20(1), 102–110. https://doi.org/10.1016/j.jretconser.2012.10.011 Wittmer, A., & Rowley, E. (2014). Customer value of purchasable supplementary services: The case of a European full network carrier’s economy class. Journal of Air Transport Management, 34, 17–23. https://doi.org/10.1016/j.jairtraman.2013.07.002 Masri, N. W., You, J. J., Ruangkanjanases, A., Chen, S. C., & Pan, C. I. (2020). Assessing the effects of information system quality and relationship quality on continuance intention in e-tourism. International Journal of Environmental Research and Public Health, 17, 1–16. https://doi.org/10.3390/ijerph17010174 Yu, J., Zo, H., Choi, M. K., & Ciganek, A. P. (2013). User acceptance of location-based social networking services: An extended perspective of perceived value. Online Information Review, 37(5), 711–730. https://doi.org/10.1108/OIR-12-2011-0202 Godovykh, M., & Tasci, A. D. A. (2020). Customer experience in tourism: A review of definitions, components, and measurements. Tourism Management Perspectives, 35, 1–10. https://doi.org/10.1016/j.tmp.2020.100694 Rahardja, U., Hongsuchon, T., Hariguna, T., & Ruangkanjanases, A. (2021). Understanding impact customer loyalty of s‐commerce activities: The role of customer experiences, perceived value, and mediation of relationship quality. Sustainability, 13, 1–20. https://doi.org/10.3390/su132011492 Wu, L. Y., Chen, K. Y., Chen, P. Y., & Cheng, S. L. (2014). Perceived value, transaction cost, and repurchase-intention in online shopping: A relational exchange perspective. Journal of Business Research, 67(1), 2768–2776. https://doi.org/10.1016/j.jbusres.2012.09.007 Wibowo, A., Chen, S. C., Wiangin, U., Ma, Y., & Ruangkanjanases, A. (2021). Customer behavior as an outcome of social media marketing: The role of social media marketing activity and customer experience. Sustainability (Switzerland), 13(1), 1–19. https://doi.org/10.3390/su13010189 Masri, N. W., You, J. J., Ruangkanjanases, A., Chen, S. C., & Pan, C. I. (2020). Assessing the effects of information system quality and relationship quality on continuance intention in e-tourism. International Journal of Environmental Research and Public Health, 17, 1–16. https://doi.org/10.3390/ijerph17010174 Mathwick, C., Malhotra, N., & Rigdon, E. (2001). Experiential value: Conceptualization, measurement and application in the catalog and Internet shopping environment. Journal of Retailing, 77(1), 39–56. https://doi.org/10.1016/S0022-4359(00)00045-2 Chen, & Lin, C. (2014). The impact of customer experience and perceived value on sustainable social relationship in blogs: An empirical study. Technological Forecasting and Social Change, 96, 1–11. https://doi.org/10.1016/j.techfore.2014.11.011 Rajaobelina, L. (2018). The Impact of Customer Experience on Relationship Quality with Travel Agencies in a Multichannel Environment. Journal of Travel Research, 57(2), 206–217. https://doi.org/10.1177/0047287516688565 Bonsón Ponte, E., Carvajal-Trujillo, E., & Escobar-Rodríguez, T. (2015). Influence of trust and perceived value on the intention to purchase travel online: Integrating the effects of assurance on trust antecedents. Tourism Management, 47, 286–302. https://doi.org/10.1016/j.tourman.2014.10.009 Oliveira, T., Alhinho, M., Rita, P., & Dhillon, G. (2017). Modelling and testing consumer trust dimensions in e-commerce. Computers in Human Behavior, 71, 153–164. https://doi.org/10.1016/j.chb.2017.01.050 Hair, Marko, Lucas, V. (2014). Partial least squares structural equation modeling (PLS-SEM): An emerging tool in business research. European Business Review, 26(2), 106–121. https://doi.org/10.1108/EBR-10-2013-0128 Wong, K. K. K. (2013). Partial least squares structural equation modeling (PLS-SEM) techniques using SmartPLS. Marketing bulletin, 24(1), 1-32. Sarstedt, M., Ringle, C. M., & Hair, J. F. (2017). Treating unobserved heterogeneity in PLS-SEM: A multi-method approach. Partial least squares path modeling: Basic concepts, methodological issues and applications, 197-217. https://doi.org/10.1007/978-3-319-64069-3_9 Kim, D., & Perdue, R. R. (2013). The effects of cognitive, affective, and sensory attributes on hotel choice. International Journal of Hospitality Management, 35, 246–257. https://doi.org/10.1016/j.ijhm.2013.05.012 Von Wallpach, S., & Kreuzer, M. (2013). Multi-Sensory Sculpting (MSS): Eliciting embodied brand knowledge via multi-sensory metaphors. Journal of Business Research, 66, 1325–1331. https://doi.org/10.1016/j.jbusres.2012.02.032 Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty? Journal of Marketing, 73(3), 52–68. https://doi.org/10.1509/jmkg.73.3.52 Vera, J., & Trujillo, A. (2013). Service quality dimensions and superior customer perceived value in retail banks: An empirical study on Mexican consumers. Journal of Retailing and Consumer Services, 20(6), 579–586. https://doi.org/10.1016/j.jretconser.2013.06.005 Veloutsou, C. (2007). Identifying the Dimensions of the Product-Brand and Consumer Relationship. Journal of Marketing Management, 23(1–2), 7–26. https://doi.org/10.1362/026725707x177892 Yuksel, A., Yuksel, F., & Bilim, Y. (2010). Destination attachment: Effects on customer satisfaction and cognitive, affective and conative loyalty. Tourism Management, 31(2), 274–284. https://doi.org/10.1016/j.tourman.2009.03.007 Choi, Y., & Gao, D. (2014). The role of intermediation in the governance of sustainable Chinese web marketing. Sustainability, 6(7), 4102–4118. https://doi.org/10.3390/su6074102 Kollmann, T., & Suckow, C. (2008). Sustaining the brand idea in electronic environments. International Journal of Business Environment, 2(2), 153–168. https://doi.org/10.1504/ijbe.2008.019509 |
Published
2023-09-30
Section
Articles
How to Cite
Nurmah, N., Atmaja, D. R., Rojuaniah, R., Hafidz, I. L. H., & Avivah, N. (2023). Memahami Dampak Sustainable Intention dari Aktivitas E-Commerce: Customer Experience, Perceived Value dan Relationship Quality. Jurnal Informatika Ekonomi Bisnis, 5(3), 859-865. https://doi.org/10.37034/infeb.v5i4.676
![]() This work is licensed under a Creative Commons Attribution 4.0 International License. |


















