THE IMPACT OF CUSTOMER SATISFACTION, CUSTOMER EXPERIENCE, E-SERVICE QUALITY TO CUSTOMER TRUST IN PURCHASING DIGITAL PRODUCT AT THE MARKETPLACE

Erwin Halim; Lucyana Claudia; Marylise Hebrard

doi:10.21776/ub.jam.2023.021.03.02

Authors

Erwin Halim
[email protected]
Bina Nusantara University, Indonesia, Indonesia
Lucyana Claudia Bina Nusantara University, Indonesia, Indonesia
Marylise Hebrard Institut Des Usages Montpellier, France, France

Vol. 21 No. 3 (2023)

Articles

Submitted April 10, 2023

Published September 1, 2023

Downloads

PDF

Abstract
How to Cite
Metrics
References

One of the emerging business model changes is the emergence of the e-commerce industry. E-commerce Company can develop if customers are satisfied and the service quality is also good. The subject of this research is about the impact of Customer Satisfaction, Customer Experience, and Electronic Service Quality on Customer Confidence in Buying Digital Products in Each Marketplace. Therefore, this study aims to analyze whether these variables have a significant effect on customer trust in buying digital products in each marketplace. The sampling technique used in this study was a purposive sampling technique which was selected based on respondents who were willing to fill out a questionnaire and met predetermined sample criteria. The hypothesis proposed in this study was tested using multiple linear regression tests. The results showed that Customer Satisfaction, Customer Experience, Electronic Service Quality have a significantly positive effect on Customer Confidence in Buying Digital Products in Each Marketplace. Marketplace must ensure that customer experience, electronic service quality, and customer satisfaction are met so as to strengthen customer confidence in buying digital products.

Agustiningrum, D. and Andjarwati, A. L. 2021. Pengaruh Kepercayaan, Kemudahan, dan Keamanan terhadap Keputusan Pembelian di Marketplace. Jurnal Ilmu Manajemen, 9(3), pp. 896-906.

Andini, C. 2016. Pengaruh E-Service Quality terhadap Minat Beli Pengunjung Online Store Lazada Indonesia. E-Proceeding of Management, 3(2), pp. 1289â€“1295.

Andrew, M. 2019. E-Service Quality dan Citra Merek terhadap Minat Beli : Studi E-Service Quality dan Citra Merek Shopee. Jurnal Sekretaris dan Administrasi Bisnis, 3(1), pp. 23â€“28.

Arif, A. Z. 2020. Rancang Bangun Aplikasi IT Support Berbasis Android menggunakan Metode SDLC ( System Development Life Cycle ) PT .Adhi Karya ( Persero ) Tbk ., EPC Department. 2(2).

Azmi, M. and Patrikha, F. 2021. Pengaruh Online Customer Experiences terhadap Keputusan Pembelian dengan Kepercayaan sebagai Intervening (Studi pada Pembelian Elektronik di Marketplace Shopee). Jurnal Pendidikan Tata Niaga (JPTN), 10(1), pp. 1610-1618. DOI: https://doi.org/10.26740/jptn.v10n1.p1610-1618.

Candrianto. 2021. Kepuasan Pelanggan Suatu Pengantar. Literasi Nusantara. https://www.google.co.id/books/edition/KEPUASAN_PELANGGAN_SUATU_PENGANTAR/g9YrEAAAQBAJ?hl=idandgbpv=0.

Chadafi, M. F. and Kamaruddin, K. 2021. Pengaruh Citra Perusahaan terhadap Kepercayaan Konsumen dan Dampaknya pada Keputusan Pembelian Online di Marketplace Shopee di Kabupaten Bireuen. Eqien-Jurnal Ekonomi dan Bisnis, 8(2), pp. 208-217.

Cheung, G. W. Cooper-Thomas, H. D., and Lau, R. S. 2023. Reporting Reliability, Convergent and Discriminant Validity with Structural Equation Modeling: A Review and Best-Practice Recommendations. Asia Pac J Manag. DOI: https://doi.org/10.1007/s10490-023-09871-y.

Ginting, Y. M., Chandra, T., Miran, I., and 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). DOI: https://doi.org/10.5267/j.ijdns.2022.10.001.

Gultom, D. K., Arif, M., and Fahmi, M. 2020. Determinasi Kepuasan Pelanggan terhadap Loyalitas Pelanggan melalui Kepercayaan. Maneggio: Jurnal Ilmiah Magister Manajemen, 3(2), pp. 171-180.

Hamzah, F. and Ariesta, F. 2022. Pengaruh Kualitas dan Inovasi Produk terhadap Kepuasan Konsumen di Kuswini Catering Bandung. Jurnal Sains Manajemen, 4(1).

Harisno and Pudjadi. 2009. Analisis Faktor-Faktor yang Mempengaruhi Minat Beli Pelanggan E-Commerce. Jurnal ComMIT, 12(1), pp. 13â€“18.

Hardiansyah. 2011. Kualitas Pelayanan Publik. Yogyakarta: Gaya Media.

Ihsan, M. and Siregar, A. P. 2019. Pengaruh E-service Quality terhadap Keputusan Pengguna Jasa Ojek Online Go-Ride dalam Aplikasi Go-Jek melalui Kepercayaan Konsumen di Kota Jambi. J-MAS (Jurnal Manajemen dan Sains), 4(1), pp. 170-175.

Ilmiyah, K. and Krishernawan, I. (2020). Pengaruh Ulasan Produk, Kemudahan, Kepercayaan, dan Harga terhadap Keputusan Pembelian pada Marketplace Shopee di Mojokerto. Maker: Jurnal Manajemen, 6(1), pp. 31-42.

Javed, M. K., Wu, M., Qadeer, T., Manzoor, A., Nadeem, A. H., and Shouse, R. C. 2020. Role of Online Retailers' Post-sale Services in Building Relationships and Developing Repurchases: A Comparison-Based Analysis among Male and Female Customers. Frontiers in Psychology, 11. DOI: https://doi.org/10.3389/fpsyg.2020.594132.

Juwaini, A., Chidir, G., Novitasari, D., Iskandar, J., Hutagalung, D., Pramono, T., Maulana, A., Safitri, K., Fahlevi, M., Sulistyo, A. B., and Purwanto, A. 2022. The Role of Customer E-Trust, Customer E-Service Quality, and Customer E-Satisfaction on Customer E-Loyalty. International Journal of Data and Network Science, 6(2). DOI: https://doi.org/10.5267/j.ijdns.2021.12.006.

Keiningham, T., Ball, J., Benoit, S., Bruce, H. L., Buoye, A., Dzenkovska, J., and Zaki, M. (2017). The Interplay of Customer Experience and Commitment. Journal of Services Marketing.

Keni, K. and Sandra, K. K. 2021. Prediksi Customer Experience dan Service Quality terhadap Customer Loyalty: Customer Satisfaction sebagai Variabel Mediasi. Jurnal Muara Ilmu Ekonomi dan Bisnis, 5(1). DOI: https://doi.org/10.24912/jmieb.v5i1.11196.

Lemon, K. N. and Verhoef, P. C. 2016. Understanding Customer Experience throughout the Customer Journey. Journal of Marketing, 80(6). DOI: https://doi.org/10.1509/jm.15.0420.

Loro, C. and Mangiaracina, R. 2022. The Impact of E-Marketplace on the B2B Relationships. Industrial Management and Data Systems, 122(1). DOI: https://doi.org/10.1108/IMDS-11-2020-0651.

Muharram, H., Chaniago, H., Endraria, E., and Harun, A. B. 2021. E-Service Quality, Customer Trust and Satisfaction: Market Place Consumer Loyalty Analysis. Jurnal Minds: Manajemen Ide dan Inspirasi, 8(2), pp. 237-254.

Mursid, A. and Wu, C. H. J. 2022. Halal Company Identity and Halal Restaurant Loyalty: The Role of Customer Satisfaction, Customer Trust and Customer-Company Identification. Journal of Islamic Marketing, 13(12). DOI: https://doi.org/10.1108/JIMA-01-2020-0014.

Oscar, Y. and Keni, K. 2019. Pengaruh Brand Image, Persepi Harga, dan Service Quality Terhadap Keputusan Pembelian Konsumen. Jurnal Muara Ilmu Ekonomi dan Bisnis, 3(1). DOI: https://doi.org/10.24912/jmieb.v3i1.3300.

Ovaliana, W. D. and Mahfudz, M. 2022. Pengaruh Online Customer Review dan Customer Rating terhadap Kepercayaan Konsumen dan Keputusan Pembelian Make Over pada Marketplace Shopee di Kota Semarang. Diponegoro Journal of Management, 11(3).

Parnataria, T. P. and Abror, A. 2019. Pengaruh Customer Satisfaction dan Trust Terhadap e-WOM: Commitment sebagai Variabel Intervening (Studi pada Mahasiswa Universitas Negeri Padang). Jurnal Kajian Manajemen dan Wirausaha, 1(3). DOI: https://doi.org/10.24036/jkmw0278790.

Pramudita, A. S. 2018. Rumusan Model Bisnis Hostel di Bandung dengan Pendekatan Value Chain dan Business Model Canvas ( Studi Kasus : Pinisi Backpacker ), II(1), pp. 32-38, DOI: https://doi.org/10.36217/ibmr.v2i1.44.

Rafiah, K. K. 2019. Analisis Pengaruh Kepuasan Pelanggan dan Kepercayaan Pelanggan terhadap Loyalitas Pelanggan dalam Berbelanja melalui E-commerce di Indonesia. Al Tijarah, 5(1), pp. 46-56.

Rahmawati, N., Ramdan, A. M., and Samsudin, A. 2019. Analisis Nilai Pelanggan dan Pengalaman Pelanggan terhadap Kepercayaan Pelanggan Wisata Kuliner Selamat Toserba Sukabumi. Journal of Management and Business (JOMB), 1(1), pp. 109-119.

Rezaei, J. and Ortt, R. 2018. Entrepreneurial Orientation and Firm Performance: The Mediating Role of Functional Performances. Management Research Review, 41(7), pp. 878â€“900. DOI: https://doi.org/https://doi.org/10.1108/MRR-03-2017-0092.

Ramadhan, R., Supriadi, S., and Bramley, H. 2022. Business Intelligence: Peran dan Fungsinya dalam Membantu Pengambil Keputusan Membuat Keputusan. Jurnal Ilmu Manajemen Terapan , 4 (2), pp. 144-150. DOI: https://doi.org/10.31933/jimt.v4i2.1216.

Rita, P., Oliveira, T., and Farisa, A. 2019. The Impact of E-Service Quality and Customer Satisfaction on Customer Behavior in Online Shopping. Heliyon, 5(10). DOI: https://doi.org/10.1016/j.heliyon.2019.e02690.

Sasongko, S. R. 2021. Faktor-Faktor Kepuasan Pelanggan dan Loyalitas Pelanggan (Literature Review Manajemen Pemasaran). Jurnal Ilmu Manajemen Terapan, 3(1), pp. 104-114.

Setiobudi, A., Sudyasjayanti, C., and Danarkusuma, A. A. 2021. Pengaruh Pengalaman Pelanggan, Kualitas Layanan dan Kepercayaan Pelanggan terhadap Kesediaan untuk Membayar. JBMI (Jurnal Bisnis, Manajemen, Dan Informatika), 17(3). DOI: https://doi.org/10.26487/jbmi.v17i3.12442.

Sfenrianto, S., Wijaya, T., and Wang, G. (2018). Assessing The Buyer Trust and Satisfaction Factors in the E-Marketplace. Journal of Theoretical and Applied Electronic Commerce Research, Volume 13, Issue 2, pp. 43-57.

Trishananto, Y. 2021. Pengaruh Kepuasan terhadap Loyalitas pada Pembelian Produk Fashion Muslim melalui Marketplace Shopee. Journal of Applied Islamic Economics and Finance, 1(3), pp. 524-537. DOI: https://doi.org/10.35313/jaief.v1i3.2613.

Ulfa, R. 2021. Variabel Penelitian dalam Penelitian Pendidikan. Al-Fathonah, 1(1), pp. 342-351.

Walden, J., Steinbrecher, A., and Marinkovic, M. 2021. Digital Product Passports as Enablers of the Circular Economy. In Chemie-Ingenieur-Technik. Volume 93, Issue 11. DOI: https://doi.org/10.1002/cite.202100121.

Widagdo. 2016. Sistem Akuntansi Pengelolaan Dana Desa. Jurnal Ekonomi Dan Bisnis, 19 (2), pp. 323â€“340. DOI: https://doi.org/10.24914/jeb.v19i2.336.

Wijayanti, L. S., Setyawati, S. M., and Rahab, R. 2021. Pengaruh E-Security, E-Service Quality dan E-Trust terhadap Repurchase Intention dengan E-Satisfaction sebagai Variabel Intervening pada Konsumen Marketplace di Indonesia. Jurnal Ekonomi, Bisnis, dan Akuntansi, 23(4), pp. 109-121.

Yuda Syaputra, D. 2021. Konsep Strategi Penerapan Marketing 4.0. Jurnal Indonesia Sosial Teknologi, 2(6). https://doi.org/10.36418/jist.v2i6.16.

Zare, M. and Mahmoudi, R. 0. The Effects of the Online Customer Experience on Customer Loyalty in E-Retailers. International Journal of Advanced Engineering, Management and Science, 6(5).

How to Cite

Halim, E., Claudia, L. and Hebrard, M. (2023) “THE IMPACT OF CUSTOMER SATISFACTION, CUSTOMER EXPERIENCE, E-SERVICE QUALITY TO CUSTOMER TRUST IN PURCHASING DIGITAL PRODUCT AT THE MARKETPLACE”, Jurnal Aplikasi Manajemen, 21(3), pp. 567–577. doi:10.21776/ub.jam.2023.021.03.02.

Download Citation

THE IMPACT OF CUSTOMER SATISFACTION, CUSTOMER EXPERIENCE, E-SERVICE QUALITY TO CUSTOMER TRUST IN PURCHASING DIGITAL PRODUCT AT THE MARKETPLACE

Authors

Downloads

How to Cite

Login

submit

about

index

Indexed In

Keywords

Information

tools

Tools