REPURCHASE INTENTION OF WATCH PRODUCTS AT SHOPEE MARKETPLACE IN BATAM CITY THROUGH CUSTOMER BRAND ENGAGEMENT
Keywords:
Perceivable behavior control, customer satisfaction, e-wom, customer brand engagement, repurchase intention
Abstract
This research aims to explore the impact of perceived perceivable behavior control, customer satisfaction, trust, e-WOM, and customer brand engagement on repurchase intention at marketplace in the city of Batam, Indonesia. The research method uses a qualitative approach by collecting primary data through questionnaires, with a target sample of 200 respondents. Data analysis was carried out using the Smart PLS method. The results of the study show that perceived perceived behavioral control has a significant impact on repurchase intention. Meanwhile, customer satisfaction does not have a significant impact on repurchase intention, but trust and E-WOM show a significant influence on repurchase intention, especially with the mediation of customer brand engagement.
References
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Braje, I. N., Pechurina, A., Bıçakcıoğlu-Peynirci, N., Miguel, C., Alonso-Almeida, M. D. M., & Giglio, C. (2022). The changing determinants of tourists’ repurchase intention: the case of short-term rentals during the COVID-19 pandemic. International Journal of Contemporary Hospitality Management, 34(1), 159-183.
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Fajar, F., Priharsari, D., & Rokhmawati, R. I. (2022). Pengaruh reputation dan ewom terhadap repurchase intention konsumen pada e-commerce. Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer, 6(6), 3007-3016.
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Ginting, Y., Chandra, T., Miran, I., & Yusriadi, Y. (2023). Repurchase intention of e-commerce customers in Indonesia: An overview of the effect of e-service quality, e-word of mouth, customer trust, and customer satisfaction mediation. International Journal of Data and Network Science, 7(1), 329-340.
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European business review, 31(1), 2-24.
Hair, J. F., Sarstedt, M., & Ringle, C. M. (2019). Rethinking some of the rethinking of partial least squares. European journal of marketing, 53(4), 566-584.
Hair Jr, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., Ray, S., ... & Ray, S. (2021). Evaluation of reflective measurement models. Partial least squares structural equation modeling (PLS-SEM) using R: A workbook, 75-90.
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Huo, H., Zhang, D., & Wang, H. (2022). Measurement of Tourist Experience Satisfaction of Sports Tourism Based on Psychological Capacity Analysis. Revista de Psicología del Deporte, 31(1).
Lăzăroiu, G., Popescu, G. H., & Nica, E. (2020). The role of electronic word-of-mouth in influencing consumer repurchase intention in social commerce. In SHS Web of Conferences (Vol. 74, p. 03003). EDP Sciences.
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Loh, Z., & Hassan, S. H. (2022). Consumers’ attitudes, perceived risks and perceived benefits towards repurchase intention of food truck products. British Food Journal, 124(4), 1314-1332.
Majeed, M., Asare, C., Fatawu, A., & Abubakari, A. (2022). An analysis of the effects of customer satisfaction and engagement on social media on repurchase intention in the hospitality industry. Cogent Business & Management, 9(1), 2028331.
Pandiangan, S. M. T., Resmawa, I. N., Simanjuntak, O. D. P., Sitompul, P. N., & Jefri, R. (2021). Effect of e-satisfaction on repurchase intention in Shopee user students. Budapest International Research and Critics Institute-Journal (BIRCI-Journal), 4(4), 7785-7791.
Pardede, C. R., Lapian, S. J., & Pandowo, M. (2018). The influence of perceived value and trust on repurchase intention in Shopee online shopping. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 6(1).
Purwianti, L., & Iman, R. I. (2023). Analysis of Repurchase Intentions for Organic Products in Generation Y on Batam City. Jurnal Social Economic of Agriculture, 12(2), 144-156.
Qadri, R. A. (2022). Word Of Mouth And Quality Services; Their Impact On Destination Trust And Revisit Intention On In The Riau Islands Destination. Journal Of Business Studies And Management Review, 6(1), 64-69.
Qadri, R. A., Sinambela, F. A., & Ana, A. (2023). The Impact of EWOM on Purchase Intentions by Mediating Brand Image, Satisfaction and Trust in E-commerce in Indonesia. Wiga: Jurnal Penelitian Ilmu Ekonomi, 13(2), 138-152.
Rahmiati, R., & Yuannita, I. I. (2019). The influence of trust, perceived usefulness, perceived ease of use, and attitude on purchase intention. Jurnal Kajian Manajemen Bisnis, 8(1), 27-34.
Rahmi, S., & Amalia, R. (2018). Pengaruh E-WoM terhadap citra perusahaan dan dampaknya terhadap niat beli konsumen pada situs online Shopee. Id. Jurnal Ilmiah Mahasiswa Ekonomi Manajemen, 3(2), 75-84.
Roslina, R., & Mahrinasari, M. (2023). Influence of E-Service Quality, E-Trust, E-Satisfaction, and E-WOM on Repurchase Intention at Travel Media Online (Traveloka) in Indonesia. Journal of Economics, Finance and Management Studies, 6(19), 4869-4878.
Saputra, S., & Zai, K. Y. (2021). Pengaruh Kepuasan Pelanggan Terhadap Niat Beli Kembali, pada pengguna E-commerce di Kota Batam. SEIKO: Journal of Management & Business, 4(2), 149-156.
Sari, N. K. A. Y., & Rastini, N. M. (2022). Pengaruh E-Wom, Kepercayaan, dan Kepuasan Terhadap Niat Beli Kembali: Studi pada Pelanggan Situs Shopee. E-Jurnal Manajemen, 3(2), 58-66.
Shafiq, M.A. & Arshad, H.M.A (2022). An Analysis of social media marketing in developing consumer brand engagement and repurchase intention, evidence from Pakistan. Journal of Business Management Studies-JBMS, 1(03), 35-47.
Sun, S., Law, R., Schuckert, M., & Hyun, S. S. (2022). Impacts of mobile payment‐related attributes on consumers' repurchase intention. International Journal of Tourism Research, 24(1), 44-57
Tjhin, N., & Widoatmodjo, S. (2022). Pengaruh Elemen Media Sosial: Customization, Electronic Word of Mouth (E-WOM), dan Trendiness terhadap Consumer Brand Engagement pada Konsumen Milenial Healthy Yummy Nutty di Indonesia. Jurnal Manajemen Bisnis dan Kewirausahaan, 6(2), 137-141.
Wijayajaya, H. R., & Astuti, S. T. (2018). The Effect of trust and brand image to repurchase intention in online shopping. KnE Social Sciences, 915-928.
Yacob, S., Erida, E., & Siregar, A. P. (2021). The loyalty of rural tourism destination: A perspective of destination quality perception, satisfaction, and behavior intention in Indonesia. International Journal of Research in Business and Social Science (2147-4478), 10(7), 257-265.
Zainul, A. (2019). The Influence of E-service Quality toward E-satisfaction, E-trust, E-word of Mouth and Online Repurchase Intention: A Study on the Consumers of the Three-star Hotels in Lampung. Russian Journal of Agricultural and Socio-Economic Sciences, 93(9), 27-38.
Zharfan, A. A. (2023). Brand Image: As a Mediating Variable in the Relationship between E-WOM and Repurchase Intention of Teh Botol Sosro Products. Indonesian Journal of Business Analytics, 3(3), 589-606.
Asti, W. P., Handayani, P. W., & Azzahro, F. (2021). Influence of trust, perceived value, and attitude on customers’ repurchase intention for e-grocery. Journal of Food Products Marketing, 27(3), 157-171.
Ayuaspharalinda, R., & Tanuwidjaja, I. P. (2021, August). The Influence of Attitude Factors Toward Beauty Influencer on Brand Attitude and Consumers’ Repurchase Intention. In 2021 International Conference on Information Management and Technology (ICIMTech) (Vol. 1, pp. 732-737). IEEE.
Barrera-Barrera, R. (2023). Identifying the attributes of consumer experience in Michelin-starred restaurants: a text-mining analysis of online customer reviews. British Food Journal, 125(13), 579-598.
Barnes, D. C., Mesmer-Magnus, J., Scribner, L. L., Krallman, A., & Guidice, R. M. (2021). Customer delight during a crisis: understanding delight through the lens of transformative service research. Journal of Service Management, 32(1), 129-141.
Bernarto, I., Wilson, N., & Suryawan, I. N. (2019). Pengaruh website design quality, service quality, trust dan satisfaction terhadap repurchase intention (studi kasus: tokopedia. com). Jurnal Manajemen Indonesia, 19(1), 80-90.
Braje, I. N., Pechurina, A., Bıçakcıoğlu-Peynirci, N., Miguel, C., Alonso-Almeida, M. D. M., & Giglio, C. (2022). The changing determinants of tourists’ repurchase intention: the case of short-term rentals during the COVID-19 pandemic. International Journal of Contemporary Hospitality Management, 34(1), 159-183.
Elmashhara, M. G., & Soares, A. M. (2022). Linking atmospherics to shopping outcomes: The role of the desire to stay. Journal of Retailing and Consumer Services, 64, 102744.
Fajar, F., Priharsari, D., & Rokhmawati, R. I. (2022). Pengaruh reputation dan ewom terhadap repurchase intention konsumen pada e-commerce. Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer, 6(6), 3007-3016.
Febriani, N. M. A., & Ardani, I. G. A. K. S. (2021). The influence of customer experience, ease of use, and trust on repurchase intention (Case study of Tokopedia consumers in Denpasar). American Journal of Humanities and Social Sciences Research (AJHSSR), 5(2), 378-383.
Ginting, Y., Chandra, T., Miran, I., & Yusriadi, Y. (2023). Repurchase intention of e-commerce customers in Indonesia: An overview of the effect of e-service quality, e-word of mouth, customer trust, and customer satisfaction mediation. International Journal of Data and Network Science, 7(1), 329-340.
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European business review, 31(1), 2-24.
Hair, J. F., Sarstedt, M., & Ringle, C. M. (2019). Rethinking some of the rethinking of partial least squares. European journal of marketing, 53(4), 566-584.
Hair Jr, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., Ray, S., ... & Ray, S. (2021). Evaluation of reflective measurement models. Partial least squares structural equation modeling (PLS-SEM) using R: A workbook, 75-90.
Hamdan, H., Ali, H., Mahaputra, M. R., Marlapa, E., Maharani, A., Mahaputra, M. R., ... & Saputra, F. (2023). Indonesian Online Shopping Perspective: Relationship e-Satisfaction, e-Commitment, e-Wom and e-Repurchase Intention: English. International Journal of Professional Business Review: Int. J. Prof. Bus. Rev., 8(7), 2.
Heryana, D. K., & Yasa, N. N. K. (2020). Effect of electronic word of mouth on repurchase intention mediated by brand attitude. International Research Journal of Management, IT and Social Sciences, 7(2), 9-20.
Huo, H., Zhang, D., & Wang, H. (2022). Measurement of Tourist Experience Satisfaction of Sports Tourism Based on Psychological Capacity Analysis. Revista de Psicología del Deporte, 31(1).
Lăzăroiu, G., Popescu, G. H., & Nica, E. (2020). The role of electronic word-of-mouth in influencing consumer repurchase intention in social commerce. In SHS Web of Conferences (Vol. 74, p. 03003). EDP Sciences.
Liang, L. J., Choi, H. C., & Joppe, M. (2018). Exploring the relationship between satisfaction, trust and switching intention, repurchase intention in the context of Airbnb. International Journal of Hospitality Management, 69, 41-48.
Loh, Z., & Hassan, S. H. (2022). Consumers’ attitudes, perceived risks and perceived benefits towards repurchase intention of food truck products. British Food Journal, 124(4), 1314-1332.
Majeed, M., Asare, C., Fatawu, A., & Abubakari, A. (2022). An analysis of the effects of customer satisfaction and engagement on social media on repurchase intention in the hospitality industry. Cogent Business & Management, 9(1), 2028331.
Pandiangan, S. M. T., Resmawa, I. N., Simanjuntak, O. D. P., Sitompul, P. N., & Jefri, R. (2021). Effect of e-satisfaction on repurchase intention in Shopee user students. Budapest International Research and Critics Institute-Journal (BIRCI-Journal), 4(4), 7785-7791.
Pardede, C. R., Lapian, S. J., & Pandowo, M. (2018). The influence of perceived value and trust on repurchase intention in Shopee online shopping. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 6(1).
Purwianti, L., & Iman, R. I. (2023). Analysis of Repurchase Intentions for Organic Products in Generation Y on Batam City. Jurnal Social Economic of Agriculture, 12(2), 144-156.
Qadri, R. A. (2022). Word Of Mouth And Quality Services; Their Impact On Destination Trust And Revisit Intention On In The Riau Islands Destination. Journal Of Business Studies And Management Review, 6(1), 64-69.
Qadri, R. A., Sinambela, F. A., & Ana, A. (2023). The Impact of EWOM on Purchase Intentions by Mediating Brand Image, Satisfaction and Trust in E-commerce in Indonesia. Wiga: Jurnal Penelitian Ilmu Ekonomi, 13(2), 138-152.
Rahmiati, R., & Yuannita, I. I. (2019). The influence of trust, perceived usefulness, perceived ease of use, and attitude on purchase intention. Jurnal Kajian Manajemen Bisnis, 8(1), 27-34.
Rahmi, S., & Amalia, R. (2018). Pengaruh E-WoM terhadap citra perusahaan dan dampaknya terhadap niat beli konsumen pada situs online Shopee. Id. Jurnal Ilmiah Mahasiswa Ekonomi Manajemen, 3(2), 75-84.
Roslina, R., & Mahrinasari, M. (2023). Influence of E-Service Quality, E-Trust, E-Satisfaction, and E-WOM on Repurchase Intention at Travel Media Online (Traveloka) in Indonesia. Journal of Economics, Finance and Management Studies, 6(19), 4869-4878.
Saputra, S., & Zai, K. Y. (2021). Pengaruh Kepuasan Pelanggan Terhadap Niat Beli Kembali, pada pengguna E-commerce di Kota Batam. SEIKO: Journal of Management & Business, 4(2), 149-156.
Sari, N. K. A. Y., & Rastini, N. M. (2022). Pengaruh E-Wom, Kepercayaan, dan Kepuasan Terhadap Niat Beli Kembali: Studi pada Pelanggan Situs Shopee. E-Jurnal Manajemen, 3(2), 58-66.
Shafiq, M.A. & Arshad, H.M.A (2022). An Analysis of social media marketing in developing consumer brand engagement and repurchase intention, evidence from Pakistan. Journal of Business Management Studies-JBMS, 1(03), 35-47.
Sun, S., Law, R., Schuckert, M., & Hyun, S. S. (2022). Impacts of mobile payment‐related attributes on consumers' repurchase intention. International Journal of Tourism Research, 24(1), 44-57
Tjhin, N., & Widoatmodjo, S. (2022). Pengaruh Elemen Media Sosial: Customization, Electronic Word of Mouth (E-WOM), dan Trendiness terhadap Consumer Brand Engagement pada Konsumen Milenial Healthy Yummy Nutty di Indonesia. Jurnal Manajemen Bisnis dan Kewirausahaan, 6(2), 137-141.
Wijayajaya, H. R., & Astuti, S. T. (2018). The Effect of trust and brand image to repurchase intention in online shopping. KnE Social Sciences, 915-928.
Yacob, S., Erida, E., & Siregar, A. P. (2021). The loyalty of rural tourism destination: A perspective of destination quality perception, satisfaction, and behavior intention in Indonesia. International Journal of Research in Business and Social Science (2147-4478), 10(7), 257-265.
Zainul, A. (2019). The Influence of E-service Quality toward E-satisfaction, E-trust, E-word of Mouth and Online Repurchase Intention: A Study on the Consumers of the Three-star Hotels in Lampung. Russian Journal of Agricultural and Socio-Economic Sciences, 93(9), 27-38.
Zharfan, A. A. (2023). Brand Image: As a Mediating Variable in the Relationship between E-WOM and Repurchase Intention of Teh Botol Sosro Products. Indonesian Journal of Business Analytics, 3(3), 589-606.
Published
2024-12-06
How to Cite
Aulia, R., Asri, D. H., & Andelson, J. (2024). REPURCHASE INTENTION OF WATCH PRODUCTS AT SHOPEE MARKETPLACE IN BATAM CITY THROUGH CUSTOMER BRAND ENGAGEMENT . Assets : Jurnal Ekonomi, Manajemen Dan Akuntansi, 14(2), 303-321. https://doi.org/10.24252/assets.v14i2.32124
Section
Volume 14 Nomor 2, Desember 2024
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