The Effect of Trust and Brand Image to Repurchase Intention in Online Shopping
Abstract
Online shopping customers are asset that must be maintained by a company because online shopping customers can do repurchase intention in online shopping. In fact, some companies do not put emphasis on maintaining these customers. The aim of the study was analyze effect of e-service quality to customer satisfaction, customer satisfaction to trust and brand image, trust and brand image to repurchase intention in online shopping (Case at Berrybenka online customer in Indonesia). The population was customers who had bought the Berrybenka product, and the number of sample was 130 respondents. The method of analysis was quantitative method with Structural Equation Model (SEM). The results shows that e-service quality had a positive influence on customer satisfaction, customer satisfaction had a positive influence on trust and brand image, trust and brand image had a positive influence on repurchase intention.
Keywords: e-service quality, customer satisfaction, trust, brand image and repurchase intention.
References
[1] Arista Desi, E (2011). Analisis Pengaruh Iklan, Kepercayaan Merek, Dan Citra Merek Terhadap Minat Beli Konsumen. Diponegoro Journal of Management, Vol 13.
[2] A, Ristian Dian dan Rusfian Effy Z. (2013). Pengaruh E-Service Quality Terhadap Repurchase Intention Melalui Customer Satisfaction (Studi Pada Online Shop Gasoo Galore). Jurnal Ilmu Administrasi Niaga Universitas Indonesia.
[3] Adhi Laksista Winda Pradini, (2012). Analisis Pengaruh Kualitas layanan dan Brand image terhadap Minat beli ulang pada restoran Kentucky Fried Chicken (KFC). http://repository.uksw.edu/handle/123456789/2608. Universitas Kristen Satya Wacana.Chao-Min Chiu, Chen-Chi Chang, Hsiang-Lan Cheng, Yu-Hui Fang, (2009). ”Determinants of customer repurchase intention in online shopping”, Journal of Online Information Review, Vol 33.
[4] Edo Zulfadly, (2013). Pengaruh Kualitas Produk, Harga, Dan Brand Image Terhadap Keputusan Pembelian Ulang Produk Yakult Di Kota Padang. Jurnal Management, Vol 2.
[5] Fang, Yulin & Qureshi, Israr & Sun, Heshan & Mccole, Patrick & Ramsey, E & Lim, Kai. (2014). Trust, Satisfaction, and Online Repurchase Intention: The Moderating Role of Perceived Effectiveness of E-Commerce Institutional Mechanisms, Journal MIS Quarterly, Vol 38.
[6] Ferdinand, Augusty. (2013). Metode Penelitian Manajemen: Aplikasi Model-Model Rumit Dalam Penelitian Untuk Tesis Dan Disertasi. Semarang: Badan Penerbit Universitas Diponegoro.
[7] Hartiwi Prabowo; dkk (2014). Analisis Kepercayaan Dalam C2c E-Commerce Terhadap Keputusan Pembelian Dan Dampaknya Terhadap Repurchase Pada Kaskus. Journal of School of Business Management. Binus University.
[8] Heiller, P.K, Geursen, G.M, Carr, R.A. And Rickard, J.A. (2003). “Customer Repurchase Intention. A General Structural Equation Model”,European Journal Of Marketing, Vol 37.
[9] Hsin-Hui Sunny Hu., et all (2009). Relationships and Impacts of Service Quality, Perceived Value, Customer Satisfaction, and Image: An Empirical Study. Journal of Service Industries. Vol 29.
[10] Jarvenpaa, Sirkka & Tractinsky, Noam & Saarinen, Lauri. (2000). Consumer Trust in an Internet Store: A Cross-Cultural Validation, Journal of Computer-Mediated Communication, Vol 5.
[11] Khalifa, M. Liu, V. (2007). Online Consumer Retention: Contingent Effects of Online Shopping Habit and Online Shopping Experience, European Journal of Information System,Vol 16.
[12] Kim, M. Kim, J., and Lennon, S. (2006). Online Service Attributes Available on Apparel Retail Websites: An E-S-QUAL Approach?, Journal Managing Service Quality, vol. 16.
[13] Koufaris, M., Hampton-Sosa, W., (2004), The development of initial trust in an online company by new customers, Journal of Information and Management, Vol 41.
[14] Kotler, Philip & Kevin Lane Keller, (2013). Manajemen Pemasaran. Jakarta: Erlangga.
[15] Madjid, R. (2013). Customer Trust As Relationship Mediation Between Customer Satisfaction And Loyalty At Bank Rakyat Indonesia (BRI) Southeast Sulawesi. The International Journal Of Engineering And Science. Vol 2.
[16] Mayer, R.C., Davis, J.H., F.D. Schoorman. (1995). An Integrative Model of Organizational Trust, The Academy of Management Review, Vol 20.
[17] Nischay K. Upamannyu dan Bhakar, S.S (2014). Effect Of Customer Satisfaction On Brand Image & Loyalty Intention: A Study Of Cosmetic Product. International Journal of Research in Business and Technology. Vol 4.
[18] Norhermaya, A.Y dan Soesanto, H. (2016). Analisis Pengaruh Kepuasan Pelanggan Terhadap Kepercayaan Dan Loyalitas Pelanggan Untuk Meningkatkan Minat Beli Ulang. Diponegoro Journal of Management, Vol 5.
[19] Parasuraman, A., V. A. Z. Dan A. M. (2005). E-S-Qual: A Multiple-Item Scale For Assessing Electronic Service Quality A Multiple-Item Scale For Assessing. Journal of Service Research, Vol 7.
[20] Peter, J.Paul dan Olson Jerry C.,(2009),Consumer Behavior and Marketing Strategy,9th,The Mc, Graw Hill Companies,Inc.
[21] Prisanti, M. Suyadi, I. Arifin, Z (2016). Pengaruh E-Service Quality Dan E-Trust Terhadap E-Customer Satisfaction Serta Implikasinya Terhadap Ecustomer Loyalty. Journal of Businness Studies, Vol 2.
[22] Sugiyono. (2008). Metode Penelitian Bisnis. Bandung: Alfabeta.
[23] Sukarto & Hianoto (2009). Sukses Berbisnis di Internet dalam 29 Hari. PT Gramedia Pustaka Utama Jakarta.
[24] Taslim, K. (2015). Analisis Hubungan Antara E-Service Quality Dan Trust Pada Customer Satisfaction Dan Behavioral Intentions Telaah Pada Net Generation Konsumen Lazada Indonesia, Journal of Ultima Management, Vol 7.
[25] Tjiptono, Fandy. (2011). Strategi Pemasaran. Edisi Ketiga. Yogyakarta: Andi
[26] Walter, Achim; et. al. 2012. The Impact of Satisfaction, Trust, and Relationship Value on Commitment: Theoretical Considerations and Empirical Results. University of Karlsruhe.
[27] Wen, C. Victor R. P & Xu, C. (2011). An Integrated Model For Customer Online Repurchase Intention. Journal of Computer Information System. Vol 52.
[28] Widiyanto, Ibnu & Sri Lestari Prasilowati (2015). Perilaku Pembelian Melalui Internet. Jurnal Manajemen dan Kewirausahaan Nomor 17 vol.2 (2015). Universitas Kristen Petra Surabaya.
[29] Yesi Apriyani, (2013). Pengaruh Brand Image, Harga Dan Kualitas Pelayanan Terhadap Keputusan Pembelian Ulang Pizza Hut Di Kota Padang. Journal Of Management Vol. 2 Universitas Negeri Padang.
[30] APJII.or.id,
[31] Berrybenka.com,
[32] id.wikipedia.org,
[33] Lapor.Net,
[34] Similarweb.com,
[35] Trustedcompany.com,