Application Quality, Product Innovation, and Popularity in Influencing Shopee Consumer Satisfaction and Repurchase Intentions in Indonesia
Main Article Content
Abstract
The use of e-commerce as a medium for online goods and service transactions has increased every year, including shopping. In its application, the quality of the application, product innovation, and product popularity is of concern to various parties. This study aims to analyze the correlation between application quality, product innovation, and popularity influencing the satisfaction and repurchase intentions of Shopee consumers in Indonesia. Quantitative research with a statistical approach was used in this study. Primary data came from Indonesia, where 314 people filled out questionnaires sent through google forms. The data was taken using non-probability sampling, and the data analysts used structural equations models with AMOS. The results showed that the satisfaction and repurchase intentions of shopping consumers in Indonesia were influenced by product quality (p = 0.000) and popular products (p = 0.000) but not influenced by product innovation (p = 0.071). Consumer satisfaction directly affects repurchase intentions of Shopee consumers in Indonesia. Hence, shopping service providers need to improve the quality and popularity of their products and support them with new ideas to make customers happier and more likely to buy again.
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How to Cite
Ibrahim, A. and Hidayat, A. . (2022) “Application Quality, Product Innovation, and Popularity in Influencing Shopee Consumer Satisfaction and Repurchase Intentions in Indonesia”, Jurnal Mantik, 6(3), pp. 2931-2937. doi: 10.35335/mantik.v6i3.3005.
References
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Simbolon, F. P., Nurcholifa, R. A., & Safarina, M. (2022). The Influence of Using Instagram as a Promotional Media in Building Brand Awareness and Its Impact on Purchase Decision of Bulog Products in Shopee. Bus Business Review, 13(1), 57–66.
Singh, N., Sinha, N., & Liébana-Cabanillas, F. J. (2020). Determining factors in the adoption and recommendation of mobile wallet services in India: Analysis of the effect of innovativeness, stress to use, and social influence. International Journal of Information Management, 50, 191–205.
Sullivan, Y. W., & Kim, D. J. (2018). Assessing the effects of consumers’ product evaluations and trust on repurchase intention in e-commerce environments. International Journal of Information Management, 39, 199–219.
Tandon, A., Aakash, A., & Aggarwal, A. G. (2020). Impact of EWOM, website quality, and product satisfaction on customer satisfaction and repurchase intention: moderating role of shipping and handling. International Journal of System Assurance Engineering and Management, 11(2), 349–356.
Wang, P., & Huang, Q. (2022). Digital influencers, social power and consumer engagement in social commerce. Internet Research, 0467.
Zhang, Z., Zhang, Z., Wang, F., Law, R., & Li, D. (2013). Factors influencing the effectiveness of online group buying in the restaurant industry. International Journal of Hospitality Management, 35, 237–245.
Zhao, H., & Wagner, C. (2022). How TikTok leads users to flow experience: investigating the effects of technology affordances with user experience level and video length as moderators. Internet Research, 8, 0595.
Cetin, G. (2020). Experience vs quality: predicting satisfaction and loyalty in services. The Service Industries Journal, 40(15–16), 1167–1182.
Chang, Y., & Ko, Y. J. (2014). The brand leadership: Scale development and validation. Journal of Brand Management, 21(1), 63–80.
Chiu, W., & Cho, H. (2019). E-commerce brand: The effect of perceived brand leadership on consumers’ satisfaction and repurchase intention on e-commerce websites. Asia Pacific Journal of Marketing and Logistics.
Darwin, M., Mamondol, M. R., Sormin, S. A., Nurhayati, Y., Tambunan, H., Sylvia, D., Adnyana, I. M. D. M., Prasetiyo, B., Vianitati, P., & Gebang, A. A. (2021). Metode penelitian pendekatan kuantitatif (1st ed.). Media Sains Indonesia.
Garcia, J. M., Freire, O. B. D. L., Santos, E. B. A., & Andrade, J. (2020). Factors affecting satisfaction and loyalty to online group buying. Revista de Gestão, 27(3), 211–228.
Haq, I. U., & Awan, T. M. (2020). Impact of e-banking service quality on e-loyalty in pandemic times through interplay of e-satisfaction. Vilakshan-XIMB Journal of Management.
Hidayat, A., Saifullah, M., & Ishak, A. (2016). Determinants of satisfaction, trust, and loyalty of Indonesian e-commerce customer. International Journal of Economics and Management, 10(1), 151–166.
Ibrahim, M., & Yusheng, K. (2020). Service innovation and organisational performance: Mediating role of customer satisfaction. International Journal of Management & Entrepreneurship Research, 2(3), 97–108.
Kassim, N., & Abdullah, N. A. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e?commerce settings: A cross-cultural analysis. Asia Pacific Journal of Marketing and Logistics.
Khamwon, A., & Sorataworn, W. (2021). Brand Leadership, Brand Trust, and Brand Loyalty of Fashion Brand in E-Marketplace. Asian Journal of Research in Business and Management, 3(3), 8–14.
Kim, C., Galleries, R. D., Shin, N., Ryoo, J.-H., & Kim, J. (2012). Factors influencing Internet shopping value and customer repurchase intention. Electronic Commerce Research and Applications, 11(4), 374–387.
Lightner, N. J. (2004). Evaluating e-commerce functionality with a focus on customer service. Communications of the ACM, 47(10), 88–92.
Liu, X. (2015). An Analysis of Relational Database and NoSQL Database on an eCommerce Platform. Trinity College.
Lova, A. N. (2021). Antecedent of Customer E-Loyalty in Global Tourism Websites: The Mediation Role of E-Satisfaction and E-Trust. Seventh Padang International Conference On Economics Education, Economics, Business and Management, Accounting and Entrepreneurship (PICEEBA 2021), 538–551.
Mertha Adnyana, I. M. D., & Sudaryati, N. L. G. (2022). The potency of green education-based blended learning in biology students at the Hindu University of Indonesia. BIO-INOVED: Jurnal Biologi-Inovasi Pendidikan, 4(1), 1–9.
Nguyen, D. T., Pham, V. T., Tran, D. M., & Pham, D. B. T. (2020). Impact of service quality, customer satisfaction and switching costs on customer loyalty. The Journal of Asian Finance, Economics and Business, 7(8), 395–405.
Novitasari, D., Napitupulu, B. B. J., Abadiyah, S., Silitonga, N., & Asbari, M. (2022). Linking between Brand Leadership, Customer Satisfaction, and Repurchase Intention in the E-commerce Industry. International Journal of Social and Management Studies, 3(1), 280–289.
Ode, E., & Ayavoo, R. (2020). The mediating role of knowledge application in the relationship between knowledge management practices and firm innovation. Journal of Innovation & Knowledge, 5(3), 210–218.
Pandiangan, S. M. T., Resmawa, I., 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.
Pratiwi, L., Sunaryo, S., & Mugiono, M. (2021). The effect of e-service quality on e-loyalty mediated by e-trust and brand image variables: A study on OVO E-Wallet application users in Malang City. International Journal of Research in Business and Social Science, 10(6), 56–62.
Putri, Y. I., Pradana, M., Utami, F. N., Nugraha, D. W., & Karnovi, R. (2021). The influence of brand ambassador on e-commerce purchase intention. Proceedings of the International Conference on Industrial Engineering and Operations Management, 6848–6855.
Rachmawati, I. K., Bukhori, M., Nuryanti, F., FE, S. P., & Hidayatullah, S. (2020). Collaboration Technology Acceptance Model, subjective norms and personal innovations on buying interest online. International Journal of Innovative Science and Research Technology, 5(11).
Simbolon, F. P., Nurcholifa, R. A., & Safarina, M. (2022). The Influence of Using Instagram as a Promotional Media in Building Brand Awareness and Its Impact on Purchase Decision of Bulog Products in Shopee. Bus Business Review, 13(1), 57–66.
Singh, N., Sinha, N., & Liébana-Cabanillas, F. J. (2020). Determining factors in the adoption and recommendation of mobile wallet services in India: Analysis of the effect of innovativeness, stress to use, and social influence. International Journal of Information Management, 50, 191–205.
Sullivan, Y. W., & Kim, D. J. (2018). Assessing the effects of consumers’ product evaluations and trust on repurchase intention in e-commerce environments. International Journal of Information Management, 39, 199–219.
Tandon, A., Aakash, A., & Aggarwal, A. G. (2020). Impact of EWOM, website quality, and product satisfaction on customer satisfaction and repurchase intention: moderating role of shipping and handling. International Journal of System Assurance Engineering and Management, 11(2), 349–356.
Wang, P., & Huang, Q. (2022). Digital influencers, social power and consumer engagement in social commerce. Internet Research, 0467.
Zhang, Z., Zhang, Z., Wang, F., Law, R., & Li, D. (2013). Factors influencing the effectiveness of online group buying in the restaurant industry. International Journal of Hospitality Management, 35, 237–245.
Zhao, H., & Wagner, C. (2022). How TikTok leads users to flow experience: investigating the effects of technology affordances with user experience level and video length as moderators. Internet Research, 8, 0595.
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