THE EFFECT OF PERCEIVED VALUE ON E-COMMERCE APPLICATIONS IN FORMING CUSTOMER PURCHASE INTEREST AND ITS EFFECT ON USER LOYALTY

Berlintina Permatasari(1), Jaelani Jaelani(2*),

(1) Universitas Teknokrat Indonesia
(2) Universitas Teknokrat Indonesia
(*) Corresponding Author

Abstract


This reserach gives special attention to the value that drives users to engage in trading activities through e-commerce. The purpose of this study is to identify the effect of perceived value on user buying interest, the effect of purchase intention on the level of trust, the effect of trust on the level of satisfaction, the effect of trust on the level of loyalty, and the effect of satisfaction on the level of loyalty. This research uses Structural Equation Modelling (SEM) analyzed by SPSS AMOS software. This study proves that perceived value is able to influence purchase intention and user trust, which in turn will form loyalty. The practical implications of this research are to provide input on the importance of perceived value to build customer loyalty, which in turn can provide sustainable benefits.


Keywords


Perceived Value, Purchase Intention, User Loyalty

Full Text:

PDF

References


Anderson, R. E., & Srinivasan, S. S. (2003). E-Loyalty : A Contingency Framework. Psychology & Marketing, 20(2), 123–138. https://doi.org/10.1002/mar.10063

Carlson, J., O’Cass, A., & Ahrholdt, D. (2015). Assessing customers’ perceived value of the online channel of multichannel retailers: A two country examination. Journal of Retailing and Consumer Services, 27, 90–102. https://doi.org/10.1016/j.jretconser.2015.07.008

Chen, J., & Shen, X. L. (2015). Consumers’ decisions in social commerce context: An empirical investigation. Decision Support Systems, 79, 55–64. https://doi.org/10.1016/j.dss.2015.07.012

Corbitt, B. J., Thanasankit, T., & Yi, H. (2003). Trust and e-commerce: A study of consumer perceptions. Electronic Commerce Research and Applications, 2(3), 203–215. https://doi.org/10.1016/S1567-4223(03)00024-3

Febrian, A., & Vina Hapsari, C. A. (2019). Strategi Pemasaran Dalam Mempengaruhi Keputusan Pembelian Melalui Niat Sebagai Mediasi. Buletin Studi Ekonomi, 279. https://doi.org/10.24843/bse.2019.v24.i02.p09

Garbarino, E., & Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63(2), 70–87. https://doi.org/10.2307/1251946

Geyskens, I., Steenkamp, J. B. E. M., Scheer, L. K., & Kumar, N. (1996). The effects of trust and interdependence on relationship commitment: A trans-Atlantic study. International Journal of Research in Marketing, 13(4), 303–317. https://doi.org/10.1016/S0167-8116(96)00006-7

Ghozali, I. (2017). Model Persamaan Struktural. Konsep dan Aplikasi Dengan Program AMOS 24.0. Update Bayesian SEM. In Model Persamaan Struktural. Konsep dan Aplikasi Dengan Program AMOS 24. Update Bayesian SEM. https://doi.org/10.1016/j.ando.2009.02.007

Gommans, M., Krishnan, K., & Scheffold, K. (2001). From brand loyalty to e-loyalty: a conceptual framework. Journal of Economic and Social Research, 3(1), 43–58.

Hsu, C. L., & Lin, J. C. C. (2016). Effect of perceived value and social influences on mobile app stickiness and in-app purchase intention. Technological Forecasting and Social Change, 108, 42–53. https://doi.org/10.1016/j.techfore.2016.04.012

Hu, T., Kettinger, W. J., & Poston, R. S. (2015). The effect of online social value on satisfaction and continued use of social media. European Journal of Information Systems, 24(4), 391–410. https://doi.org/10.1057/ejis.2014.22

Joseph F. Hair, J., Hult, G. T. M., Ringle, C. M., & Rstedt, M. S. (2014). a prımer on partıal least squares structural equation modelling. In Practical Assessment, Research and Evaluation (Vol. 21). https://doi.org/10.1108/ebr-10-2013-0128

Kesari, B., & Atulkar, S. (2016). Satisfaction of mall shoppers: A study on perceived utilitarian and hedonic shopping values. Journal of Retailing and Consumer Services, 31, 22–31. https://doi.org/10.1016/j.jretconser.2016.03.005

Kim, S. B., Sun, K. A., & Kim, D. Y. (2013). The Influence of Consumer Value-Based Factors on Attitude-Behavioral Intention in Social Commerce: The Differences between High- and Low-Technology Experience Groups. Journal of Travel and Tourism Marketing, 30(1–2), 108–125. https://doi.org/10.1080/10548408.2013.751249

Kumar, V., & Reinartz, W. (2002). The Mismanagement of Customer Loyalty. Harvard Business Review, (July), 86–94.

Li, M., Dong, Z. Y., & Chen, X. (2012). Factors influencing consumption experience of mobile commerce: A study from experiential view. Internet Research, 22(2), 120–141. https://doi.org/10.1108/10662241211214539

Lin, K. Y., & Lu, H. P. (2015). Predicting mobile social network acceptance based on mobile value and social influence. Internet Research, 25(1), 107–130. https://doi.org/10.1108/IntR-01-2014-0018

Nani, D. A., & Lina, L. F. (2020). Kekhawatiran Privasi pada Kesuksesan Adopsi FinTech menggunakan Model DeLone dan McLean. Performance: Jurnal Personalia, Financial.

Oliver, R. L. (1999). Whence Customer Loyalty? Journal of Marketing, 63, 33–44.

Papadopoulou, P., Andreou, A., Kanellis, P., & Martakos, D. (2001). Trust and relationship building in electronic commerce. Internet Research, 11(4), 322–332. https://doi.org/10.1108/10662240110402777

Pavlou, P. A. (2003). Consumer acceptance of electronic commerce: Integrating trust and risk with the technology acceptance model. International Journal of Electronic Commerce, 7(3), 101–134. https://doi.org/10.1080/10864415.2003.11044275

Permatasari, B., & Anggarini, D. R. (2020). Kepuasan Konsumen Dipengaruhi Oleh Strategi Sebagai Variabel Intervening Pada Warunk. 19(2), 99–111.

Reichheld, F. F., & Schefter, P. (2000). Your secret weapon on the web. Harvard Business Review, 78, 105–130. https://doi.org/10.1097/RLU.0000000000000355

Ribbink, D., Streukens, S., Van Riel, A. C. R., & Liljander, V. (2004). Comfort your online customer: Quality, trust and loyalty on the internet. Managing Service Quality: An International Journal, 14(6), 446–456. https://doi.org/10.1108/09604520410569784

Rintamäki, T., Kanto, A., Kuusela, H., & Spence, M. T. (2006). Decomposing the value of department store shopping into utilitarian, hedonic and social dimensions: Evidence from Finland. International Journal of Retail & Distribution Management, 34(1), 6–24. https://doi.org/10.1108/09590550610642792

Shankar, V., Smith, A. K., & Rangaswamy, A. (2003). Customer satisfaction and loyalty in online and offline environments. International Journal of Research in Marketing, 20(2), 153–175. https://doi.org/10.1016/S0167-8116(03)00016-8

Singh, J., & Sirdeshmukh, D. (2000). Agency and trust mechanisms in consumer satisfaction and loyalty judgments. Journal of the Academy of Marketing Science, 28(1), 150–167. https://doi.org/10.1177/0092070300281014

Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203–220. https://doi.org/10.1016/S0022-4359(01)00041-0

Van Der Heijden, H. (2004). User acceptance of hedonic information systems. MIS Quarterly: Management Information Systems, 28(4), 695–704. https://doi.org/10.2307/25148660

Wood, C. M., & Scheer, L. K. (1996). Incorporating Perceived Risk into Models of Consumer Deal Assessment and Purchase Intent. Advances in Consumer Research, 23, 399–404.

Xu, C., Peak, D., & Prybutok, V. (2015). A customer value, satisfaction, and loyalty perspective of mobile application recommendations. Decision Support Systems, 79, 171–183. https://doi.org/10.1016/j.dss.2015.08.008

Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52(3), 2. https://doi.org/10.2307/1251446

Zhou, L., Zhang, P., & Zimmermann, H. D. (2013). Social commerce research: An integrated view. Electronic Commerce Research and Applications, 12(2), 61–68. https://doi.org/10.1016/j.elerap.2013.02.003




DOI: http://dx.doi.org/10.33019/ijbe.v5i2.340

Article Metrics

Abstract view : 25 times
PDF - 13 times

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.