REVIEW OF CUSTOMER EXPERIENCE, PERCEIVED EFFECTIVENESS OF E-COMMERCE INSTITUTIONAL MECHANISMS, AND REPURCHASE INTENTION FROM THE PERSPECTIVE OF EXPECTATION-CONFIRMATION THEORY
| Main Authors: | Pakarti, Piji, Dharmmesta, Basu Swastha, Nugroho, Sahid Susilo, Sutikno, Bayu |
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| Other Authors: | Basu Swastha Dharmmesta Sahid Susilo Nugroho Bayu Sutikno Faculty of Economics and Business, Universitas Gadjah Mada, Indonesia |
| Format: | Article info application/pdf eJournal |
| Bahasa: | eng |
| Terbitan: |
Jurusan Manajemen Fakultas Ekonomi dan Bisnis Universitas Brawijaya
, 2022
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| Subjects: | |
| Online Access: |
https://jurnaljam.ub.ac.id/index.php/jam/article/view/2235 https://jurnaljam.ub.ac.id/index.php/jam/article/view/2235/1731 https://jurnaljam.ub.ac.id/index.php/jam/article/downloadSuppFile/2235/226 |
Daftar Isi:
- This study aims to determine how the influence of customer experience dimensions includes functionality factors and psychological factors on e-satisfaction, trust in sellers, and repurchase intentions by involving the perceived effectiveness of e-commerce institutional mechanisms (PEEIM). The sampling technique used purposive sampling with two research objects in Yogyakarta and Semarang. The number of samples is 208 respondents. Data was collected using a questionnaire instrument distributed online and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results showed that the variables of usability, communication, trust in the seller, and context familiarity had a positive effect on e-satisfaction. Social presence, product presence, interactivity, and value for money do not affect e-satisfaction. PEEIM positively affects trust in the seller. e-satisfaction directly or indirectly affects repurchase intentions. Further research is directed to develop a research model with a more detailed object focus to get a more comprehensive understanding, for example, by comparing the types of experience products and search products.