Investigating the Impact of Perceived Value and Customer Satisfaction on Repurchase Intentions Among Female E-Commerce Customers
Abstract
This study investigates the impact of perceived value and customer satisfaction on repurchase intentions, focusing specifically on Shopee's customer base. Employing a quantitative approach with a descriptive methodology, primary data was collected through online questionnaires distributed to female Shopee customers. A total of 100 questionnaires were gathered using purposive sampling, targeting females with previous Shopee purchases. Data analysis utilized SPSS and included validity and reliability testing, coefficient of determination, hypothesis testing, as well as partial and simultaneous testing. Additionally, multiple linear regression analysis was conducted. Results indicate a significant positive influence of perceived value and customer satisfaction on repurchase intentions. Recommendations for Shopee include prioritizing aspects such as shopping convenience, pricing, product quality, and order processing time to enhance perceived value and encourage repurchase intention.
References
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Cha SS, Lee SH (2021) The effects of user experience factors on satisfaction and repurchase intention at online food market. J Ind Distrib Bus 12(4):7–13
Chiu, C. M., Hsu, M. H., Lai, H., & Chang, C. M. (2012). Re-examining the influence of trust on online repeat purchase intention: The moderating role of habit and its antecedents. Decision Support Systems, 53(4), 835–845. doi: 10.1016/j.dss.2012.05.021
Diphayana, W. (2018). Perdagangan Internasional. Yogyakarta: Deepublish.
Franklin, A. (2023, November 14). What is customer satisfaction? Definition + importance. Retrieved from https://www.zendesk.com/blog/3-steps-achieving-customer-satisfaction-loyalty/#:~:text=Customer%20satisfaction%20(CSAT)%20is%20a,or%20services%20resonate%20with%20buyers.
Gök, O., Ersoy, P., & Börühan, G. (2019). The effect of user manual quality on customer satisfaction: the mediating effect of perceived product quality. Journal of Product & Brand Management, 28(4), 475–488. doi: 10.1108/jpbm-10-2018-2054
Gupta, S., & Kim, H. W. (2007). The Moderating Effect of Transaction Experience on the Decision Calculus in On-Line Repurchase. International Journal of Electronic Commerce, 12(1), 127–158. doi:10.2753/jec1086-4415120105
Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer repurchase intention. European Journal of Marketing, 37(11/12),1762–1800. doi:10.1108/03090560310495456
Hsu, M. H., Chang, C. M., & Chuang, L. W. (2015). Understanding the determinants of online repeat purchase intention and moderating role of habit: The case of online group-buying in Taiwan. International Journal of Information Management, 35(1), 45–56. doi:10.1016/j.ijinfomgt.2014.09.002
Istanbulluoglu, D., & Sakman, E. (2022). Successful complaint handling on social media predicts increased repurchase intention: The roles of trust in company and propensity to trust. European Management Journal. doi: 10.1016/j.emj.2022.06.004
Kainde, S. J., & Mandagi, D. W. (2023). From likes to loyalty: the interplay of social media marketing in shaping education institution brand attitude and loyalty. Jurnal Ekonomi, 12(02), 465-475.
Katadata, T. P. (2019, November 4). Shopee Kuasai Pasar Perempuan. Katadata. Retrieved from https://katadata.co.id/timpublikasikatadata/berita/5e9a4e55a5ef3/shopee-kuasai-pasar-perempuan
Kaura, V., Durga Prasad, C. S., & Sharma, S. (2015). Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33(4), 404–422. doi: 10.1108/ijbm-04-2014-0048
Kelejan, D. F., Walean, R. H., Soewignyo, T. I., & Mandagi, D. (2022). An exploratory analysis of determining factors influencing student satisfaction with postgraduate program services. QALAMUNA: Jurnal Pendidikan, Sosial, Dan Agama, 14(1), 369-384. https://doi.org/10.37680/qalamuna.v14i1.4162
Khasbulloh, A. H. K., & Suparna, G. (2022). Effect of Perceived Risk and Perceived Value on Customer Loyalty through Customer Satisfaction as Intervening Variables on Bukalapak Users. European Journal of Business and Management Research, 7(4), 22–28. doi: 10.24018/ejbmr.2022.7.4.1472
Kotler, P. (2007). Marketing Management. Italia: Pearson Education
Kotler, P., Keller, K. L., Brady, M., Goodman, M., & Hansen, T. (2016). Marketing Management. England: Prentice Hall.
Kuo, Y., Hu, T., & Yang, S. (2013). Effects of inertia and satisfaction in female online shoppers on repeat‐purchase intention. Managing Service Quality: An International Journal, 23(3), 168–187. doi: 10.1108/09604521311312219
Lebo, T. C., & Mandagi, D. W. (2023). Integrating service quality, customer satisfaction, and brand gestalt in the context of multi-level marketing (MLM) companies. Jurnal Mantik, 7(1), 100-111.
Lin, H. H., & Wang, Y. S. (2006). An examination of the determinants of customer loyalty in mobile commerce contexts. Information & Management, 43(3), 271–282. doi:10.1016/j.im.2005.08.001
Malhotra, N. K., Birks, D. F., & Nunan, D. (2017). Marketing Research (5th ed). NJ: Pearson Education
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Mandagi, D. W. (2023). Pemasaran media sosial, gestalt merek dan loyalitas pelangan: studi empiris pada Tomohon International Flower Festival. Manajemen Dewantara, 7(1), 32-45.
Mandagi, D. W., Centeno, D. D., & Indrajit. (2022). Destination brand gestalt and its effects on brand attachment and brand loyalty. Philippine Management Review, 29(1), 1-24.
Mandagi, D. W., Rampen, D. C., Soewignyo, T. I., & Walean, R. H. (2023). Empirical nexus of hospital brand gestalt, patient satisfaction and revisit intention. International Journal of Pharmaceutical and Healthcare Marketing.
Maulana, A., Satrio, D., Hasibuan, A., Nasution, S. P., Munte, R. N., Hutabarat, M. L. P., ... & Syukriah, E. A. (2023). Manajemen Bisnis Digital dan E-Commerce. Yayasan Kita Menulis.
Mustajab, R., & Bayu, D. (2023). Pengguna E-Commerce RI Diproyeksi Capai 196,47 Juta pada 2023. Retrieved from https://dataindonesia.id/ekonomi-digital/detail/pengguna-ecommerce-ri-diproyeksi-capai-19647-juta-pada-2023
Park, C., & Kim, Y. (2003). Identifying key factors affecting consumer purchase behavior in an online shopping context. International Journal of Retail & Distribution Management, 31(1), 16–29. doi: 10.1108/09590550310457818
Peng, L., Zhang, W., Wang, X., & Liang, S. (2019). Moderating effects of time pressure on the relationship between perceived value and purchase intention in social E-commerce sales promotion: Considering the impact of product involvement. Information & Management, 56(2), 317–328. doi: 10.1016/j.im.2018.11.007
Petrick, J. F., & Backman, S. J. (2023). The role of perceived value, customer satisfaction, and loyalty in predicting repurchase intentions. Journal of Retailing and Consumer Services, 20(2), 147-155.
Phan Tan, L., & Le, T. H. (2023). The Influence of Perceived Price and Auality of Delivery on Online Repeat Purchase Intention: The Evidence From Vietnamese Purchasers. Cogent Business & Management, 10(1). doi: 10.1080/23311975.2023.2173838
Poluan, M. S., Pasuhuk, L. S., & Mandagi, D. W. (2022). The role of social media marketing in local government institution to enhance public atitude and satisfaction. Jurnal Ekonomi, 11(03), 1268-1279.
Rantung, D. I., Mandagi, D. W., Wuryaningrat, N. F., & Lelengboto, A. L. P. (2023). Small Medium Enterprises brand gestalt: A key driver of customer satisfaction and repurchase intention. International Journal of Professional Business Review, 8(6), e01463-e01463.
Rondonuwu, B. F., & Mandagi, D. W. (2023). Brand gestalt as a key determinant of tourist satisfaction and loyalty: Empirical study of super-priority destination Likupang. Jurnal Ekonomi, 12(02), 452-464.
Ruswanti, E. (2012). Pengaruh service quality dan customer satisfaction terhadap customer loyalty. Jurnal Ilmiah Widya, 29(318).
Saroh, S., & Zunaida, D. (2022). Pengaruh Orientasi Pasar Dan Promosi Melalui Media Sosial Terhadap Kinerja Pemasaran Jv Orchid (Studi Pada Reseller Anggrek Jv Orchid Singosari-Malang). In Jiagabi (Vol. 11, Issue 2).
Sekaran, U., & Bougie, R. J. (2017). Research Methods for Business : A Skill Building Approach. (7th ed). United Kingdom: John Wiley & Son, Ltd.
Sugiyono. (2019). Metode Penelitian Bisnis : Pendekatan Kuantitatif, Kualitatif, Kombinasi dan R&D. Bandung; Alfabet
Tingchi Liu, M., Brock, J. L., Cheng Shi, G., Chu, R., & Tseng, T. (2013). Perceived benefits, perceived risk, and trust. Asia Pacific Journal of Marketing and Logistics, 25(2), 225–248. doi: 10.1108/13555851311314031.
Toding, J. S., & Mandagi, D. W. (2022). Dimensi brand gestalt sebagai prediktor kepuasan pelanggan dan niat membeli ulang pelanggan UMKM. Jurnal Ilmiah Manajemen Bisnis dan Inovasi (JMBI), 9(3), 1167-1185.
Tsai, H. T., & Huang, H. C. (2007). Determinants of e-repurchase intentions: An integrative model of quadruple retention drivers. Information & Management, 44(3), 231–239. doi:10.1016/j.im.2006.11.006
Waworuntu, E. C., Mandagi, D. W., & Pangemanan, A. S. (2022). ‘I see it, I want it, I buy it’: The role of social media marketing in shaping brand image and Gen Z’s intention to purchase local product. Society, 10(2), 351-369.
Wijaya, P. E. S. A., & Suparna, G. (2017). Peran Customer Satisfaction memediasi Pengaruh Experiental Marketing terhadap Repeat Purchase pada Mangse Coffe di Kota Denpasar. E-Jurnal Manajemen Unud, 6(10), 5432–5449.
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. doi: 10.1016/j.jbusres.2012.09.007
Wuisan, D. S., Candra, D., Tanaya, M. A., Natalia, V., & Bernarto, I. (2020). Pengaruh Website Design Quality dan E-Service Quality Terhadap Repurchase Intention Sociolla E-Trust Sebagai Variabel Mediasi. Computatio : Journal of Computer Science and Information Systems, 4(1), 55. doi: 10.24912/computatio.v4i1.7748
Yarmen, M. (2017). The Effect of Satisfaction, Perceived Value, Image, and Perceived Sacrifice on Public Healthcare Service Institution’s Patient Loyalty. International Journal of Public Health Science (IJPHS), 6(3), 275. doi: 10.11591/ijphs.v6i3.7634
Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52(3), 2. doi: 10.2307/1251446
Ahdiat, A. (2023, March 5). 5 E-Commerce dengan Pengunjung Terbanyak Kuartal I 2023. Retrieved from https://databoks.katadata.co.id/datapublish/2023/05/03/5-e-commerce-dengan-pengunjung-terbanyak-kuartal-i-2023
Ali, A., & Bhasin, J. (2019). Understanding Customer Repurchase Intention in E-commerce: Role of Perceived Price, Delivery Quality, and Perceived Value. Jindal Journal of Business Research, 8(2), 142–157. doi:10.1177/2278682119850275
Banjarnahor, A. R., Sutrisno, C. R., Panjaitan, P. D., Hutagaol, K., Faried, A. I., Simanjuntak, M., ... & Simarmata, J. (2023). Inovasi Digital dan Ekonomi Kerakyatan. Yayasan Kita Menulis.
Banjarnahor, A. R., Taruna, M. S., Faried, A. I., Suryani, W., Hutama, N. A., Sondakh, D. E., ... & Simarmata, J. (2023). Ekonomi Digital: Transformasi Bisnis di Era Digital. Yayasan Kita Menulis.
Cha SS, Lee SH (2021) The effects of user experience factors on satisfaction and repurchase intention at online food market. J Ind Distrib Bus 12(4):7–13
Chiu, C. M., Hsu, M. H., Lai, H., & Chang, C. M. (2012). Re-examining the influence of trust on online repeat purchase intention: The moderating role of habit and its antecedents. Decision Support Systems, 53(4), 835–845. doi: 10.1016/j.dss.2012.05.021
Diphayana, W. (2018). Perdagangan Internasional. Yogyakarta: Deepublish.
Franklin, A. (2023, November 14). What is customer satisfaction? Definition + importance. Retrieved from https://www.zendesk.com/blog/3-steps-achieving-customer-satisfaction-loyalty/#:~:text=Customer%20satisfaction%20(CSAT)%20is%20a,or%20services%20resonate%20with%20buyers.
Gök, O., Ersoy, P., & Börühan, G. (2019). The effect of user manual quality on customer satisfaction: the mediating effect of perceived product quality. Journal of Product & Brand Management, 28(4), 475–488. doi: 10.1108/jpbm-10-2018-2054
Gupta, S., & Kim, H. W. (2007). The Moderating Effect of Transaction Experience on the Decision Calculus in On-Line Repurchase. International Journal of Electronic Commerce, 12(1), 127–158. doi:10.2753/jec1086-4415120105
Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer repurchase intention. European Journal of Marketing, 37(11/12),1762–1800. doi:10.1108/03090560310495456
Hsu, M. H., Chang, C. M., & Chuang, L. W. (2015). Understanding the determinants of online repeat purchase intention and moderating role of habit: The case of online group-buying in Taiwan. International Journal of Information Management, 35(1), 45–56. doi:10.1016/j.ijinfomgt.2014.09.002
Istanbulluoglu, D., & Sakman, E. (2022). Successful complaint handling on social media predicts increased repurchase intention: The roles of trust in company and propensity to trust. European Management Journal. doi: 10.1016/j.emj.2022.06.004
Kainde, S. J., & Mandagi, D. W. (2023). From likes to loyalty: the interplay of social media marketing in shaping education institution brand attitude and loyalty. Jurnal Ekonomi, 12(02), 465-475.
Katadata, T. P. (2019, November 4). Shopee Kuasai Pasar Perempuan. Katadata. Retrieved from https://katadata.co.id/timpublikasikatadata/berita/5e9a4e55a5ef3/shopee-kuasai-pasar-perempuan
Kaura, V., Durga Prasad, C. S., & Sharma, S. (2015). Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33(4), 404–422. doi: 10.1108/ijbm-04-2014-0048
Kelejan, D. F., Walean, R. H., Soewignyo, T. I., & Mandagi, D. (2022). An exploratory analysis of determining factors influencing student satisfaction with postgraduate program services. QALAMUNA: Jurnal Pendidikan, Sosial, Dan Agama, 14(1), 369-384. https://doi.org/10.37680/qalamuna.v14i1.4162
Khasbulloh, A. H. K., & Suparna, G. (2022). Effect of Perceived Risk and Perceived Value on Customer Loyalty through Customer Satisfaction as Intervening Variables on Bukalapak Users. European Journal of Business and Management Research, 7(4), 22–28. doi: 10.24018/ejbmr.2022.7.4.1472
Kotler, P. (2007). Marketing Management. Italia: Pearson Education
Kotler, P., Keller, K. L., Brady, M., Goodman, M., & Hansen, T. (2016). Marketing Management. England: Prentice Hall.
Kuo, Y., Hu, T., & Yang, S. (2013). Effects of inertia and satisfaction in female online shoppers on repeat‐purchase intention. Managing Service Quality: An International Journal, 23(3), 168–187. doi: 10.1108/09604521311312219
Lebo, T. C., & Mandagi, D. W. (2023). Integrating service quality, customer satisfaction, and brand gestalt in the context of multi-level marketing (MLM) companies. Jurnal Mantik, 7(1), 100-111.
Lin, H. H., & Wang, Y. S. (2006). An examination of the determinants of customer loyalty in mobile commerce contexts. Information & Management, 43(3), 271–282. doi:10.1016/j.im.2005.08.001
Malhotra, N. K., Birks, D. F., & Nunan, D. (2017). Marketing Research (5th ed). NJ: Pearson Education
Mandagi, D. W. (2023). Pemasaran media sosial, gestalt merek dan loyalitas pelangan: studi empiris pada Tomohon International Flower Festival. Manajemen Dewantara, 7(1), 32-45.
Mandagi, D. W. (2023). Pemasaran media sosial, gestalt merek dan loyalitas pelangan: studi empiris pada Tomohon International Flower Festival. Manajemen Dewantara, 7(1), 32-45.
Mandagi, D. W., Centeno, D. D., & Indrajit. (2022). Destination brand gestalt and its effects on brand attachment and brand loyalty. Philippine Management Review, 29(1), 1-24.
Mandagi, D. W., Rampen, D. C., Soewignyo, T. I., & Walean, R. H. (2023). Empirical nexus of hospital brand gestalt, patient satisfaction and revisit intention. International Journal of Pharmaceutical and Healthcare Marketing.
Maulana, A., Satrio, D., Hasibuan, A., Nasution, S. P., Munte, R. N., Hutabarat, M. L. P., ... & Syukriah, E. A. (2023). Manajemen Bisnis Digital dan E-Commerce. Yayasan Kita Menulis.
Mustajab, R., & Bayu, D. (2023). Pengguna E-Commerce RI Diproyeksi Capai 196,47 Juta pada 2023. Retrieved from https://dataindonesia.id/ekonomi-digital/detail/pengguna-ecommerce-ri-diproyeksi-capai-19647-juta-pada-2023
Park, C., & Kim, Y. (2003). Identifying key factors affecting consumer purchase behavior in an online shopping context. International Journal of Retail & Distribution Management, 31(1), 16–29. doi: 10.1108/09590550310457818
Peng, L., Zhang, W., Wang, X., & Liang, S. (2019). Moderating effects of time pressure on the relationship between perceived value and purchase intention in social E-commerce sales promotion: Considering the impact of product involvement. Information & Management, 56(2), 317–328. doi: 10.1016/j.im.2018.11.007
Petrick, J. F., & Backman, S. J. (2023). The role of perceived value, customer satisfaction, and loyalty in predicting repurchase intentions. Journal of Retailing and Consumer Services, 20(2), 147-155.
Phan Tan, L., & Le, T. H. (2023). The Influence of Perceived Price and Auality of Delivery on Online Repeat Purchase Intention: The Evidence From Vietnamese Purchasers. Cogent Business & Management, 10(1). doi: 10.1080/23311975.2023.2173838
Poluan, M. S., Pasuhuk, L. S., & Mandagi, D. W. (2022). The role of social media marketing in local government institution to enhance public atitude and satisfaction. Jurnal Ekonomi, 11(03), 1268-1279.
Rantung, D. I., Mandagi, D. W., Wuryaningrat, N. F., & Lelengboto, A. L. P. (2023). Small Medium Enterprises brand gestalt: A key driver of customer satisfaction and repurchase intention. International Journal of Professional Business Review, 8(6), e01463-e01463.
Rondonuwu, B. F., & Mandagi, D. W. (2023). Brand gestalt as a key determinant of tourist satisfaction and loyalty: Empirical study of super-priority destination Likupang. Jurnal Ekonomi, 12(02), 452-464.
Ruswanti, E. (2012). Pengaruh service quality dan customer satisfaction terhadap customer loyalty. Jurnal Ilmiah Widya, 29(318).
Saroh, S., & Zunaida, D. (2022). Pengaruh Orientasi Pasar Dan Promosi Melalui Media Sosial Terhadap Kinerja Pemasaran Jv Orchid (Studi Pada Reseller Anggrek Jv Orchid Singosari-Malang). In Jiagabi (Vol. 11, Issue 2).
Sekaran, U., & Bougie, R. J. (2017). Research Methods for Business : A Skill Building Approach. (7th ed). United Kingdom: John Wiley & Son, Ltd.
Sugiyono. (2019). Metode Penelitian Bisnis : Pendekatan Kuantitatif, Kualitatif, Kombinasi dan R&D. Bandung; Alfabet
Tingchi Liu, M., Brock, J. L., Cheng Shi, G., Chu, R., & Tseng, T. (2013). Perceived benefits, perceived risk, and trust. Asia Pacific Journal of Marketing and Logistics, 25(2), 225–248. doi: 10.1108/13555851311314031.
Toding, J. S., & Mandagi, D. W. (2022). Dimensi brand gestalt sebagai prediktor kepuasan pelanggan dan niat membeli ulang pelanggan UMKM. Jurnal Ilmiah Manajemen Bisnis dan Inovasi (JMBI), 9(3), 1167-1185.
Tsai, H. T., & Huang, H. C. (2007). Determinants of e-repurchase intentions: An integrative model of quadruple retention drivers. Information & Management, 44(3), 231–239. doi:10.1016/j.im.2006.11.006
Waworuntu, E. C., Mandagi, D. W., & Pangemanan, A. S. (2022). ‘I see it, I want it, I buy it’: The role of social media marketing in shaping brand image and Gen Z’s intention to purchase local product. Society, 10(2), 351-369.
Wijaya, P. E. S. A., & Suparna, G. (2017). Peran Customer Satisfaction memediasi Pengaruh Experiental Marketing terhadap Repeat Purchase pada Mangse Coffe di Kota Denpasar. E-Jurnal Manajemen Unud, 6(10), 5432–5449.
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. doi: 10.1016/j.jbusres.2012.09.007
Wuisan, D. S., Candra, D., Tanaya, M. A., Natalia, V., & Bernarto, I. (2020). Pengaruh Website Design Quality dan E-Service Quality Terhadap Repurchase Intention Sociolla E-Trust Sebagai Variabel Mediasi. Computatio : Journal of Computer Science and Information Systems, 4(1), 55. doi: 10.24912/computatio.v4i1.7748
Yarmen, M. (2017). The Effect of Satisfaction, Perceived Value, Image, and Perceived Sacrifice on Public Healthcare Service Institution’s Patient Loyalty. International Journal of Public Health Science (IJPHS), 6(3), 275. doi: 10.11591/ijphs.v6i3.7634
Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52(3), 2. doi: 10.2307/1251446
Published
2024-02-17
How to Cite
OKTAVIANI, Rizki.
Investigating the Impact of Perceived Value and Customer Satisfaction on Repurchase Intentions Among Female E-Commerce Customers.
Klabat Journal of Management, [S.l.], v. 5, n. 1, p. 34-48, feb. 2024.
ISSN 2722-726X.
Available at: <https://ejournal.unklab.ac.id/index.php/kjm/article/view/1054>. Date accessed: 18 jan. 2025.
doi: https://doi.org/10.60090/kjm.v5i1.1054.34-48.
Section
Articles
This work is licensed under a Creative Commons Attribution 4.0 International License.
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