REVIEW OF CUSTOMER EXPERIENCE, PERCEIVED EFFECTIVENESS OF E-COMMERCE INSTITUTIONAL MECHANISMS, AND REPURCHASE INTENTION FROM THE PERSPECTIVE OF EXPECTATION-CONFIRMATION THEORY

Functionality Factors Psychological Factors E-Satisfaction Perceived Effectiveness E-Commerce Institutional Mechanisms Trust In Seller Repurchase Intention

Authors

  • Piji Pakarti Student at doctoral program, Faculty of Economics and Business, Universitas Gadjah Mada, Indonesia Lecturer at Faculty of Economics and Business, Universitas Dian Nuswantoro, Indonesia
  • Basu Swastha Dharmmesta Faculty of Economics and Business, Universitas Gadjah Mada, Indonesia
  • Sahid Susilo Nugroho Faculty of Economics and Business, Universitas Gadjah Mada, Indonesia
  • Bayu Sutikno Faculty of Economics and Business, Universitas Gadjah Mada, Indonesia
August 16, 2021
March 2, 2022

Downloads

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.

How to Cite

Pakarti, P. (2022) “REVIEW OF CUSTOMER EXPERIENCE, PERCEIVED EFFECTIVENESS OF E-COMMERCE INSTITUTIONAL MECHANISMS, AND REPURCHASE INTENTION FROM THE PERSPECTIVE OF EXPECTATION-CONFIRMATION THEORY”, Jurnal Aplikasi Manajemen, 20(1), pp. 12–24. doi:10.21776/ub.jam.2022.020.01.02.