Pengaruh E-Service Quality Dan Perceived Usefulness Melalui E-Satisfaction Sebagai Variabel Intervening Terhadap Repurchase Intention Pada Aplikasi TIX-ID Di Kota Pontianak.

Abstract

ABSTRACT

This study aims to test and analyze the effect of e-service quality and perceived usefulness through e-satisfaction as an intervening variable on repurchase intention in the TIX-ID application in Pontianak City. The method used in this study is a quantitative method by distributing questionnaires online. The sample in this study amounted to 156 respondents who had used the TIX-ID application and made transactions at least 2 times in Pontianak City. The sampling technique is purposive sampling. This research data was processed using the SmartPLS 4.0 analysis tool and the research method used Structural Equation Modeling (SEM).

The results showed that: (1) E-Service Quality has a positive and significant effect on E-Satisfaction, (2) Perceived Usefulness has a positive and significant effect on E-Satisfaction, (3) E-Service Quality has a positive and significant effect on Repurchase Intention, (4) Perceived Usefulness does not have a positive and significant effect on Repurchase Intention, (5)     E-Satisfaction  positive and significant effect on Repurchase Intention, (6) E-Service Quality   has a positive and significant effect on Repurchase Intention through E-Satisfaction, (7) Perceived Usefulness has a positive and significant effect on Repurchase Intention through E-Satisfaction.

Keywords: E-Service Quality, Perceived Usefulness, E-Satisfaction, Repurchase Intention.

DAFTAR PUSTAKA:

Abid, M. M. F., & Purbawati, D. (2020). Pengaruh E-Security dan E-Service Quality Terhadap E-Repurchase Intention Dengan E-Satisfaction Sebagai Variabel Intervening Pada Pelanggan E-commerce Lazada di Fisip Undip.  Jurnal Ilmu Administrasi Bisnis,  9(1), 93-100.

Akmal, R. A., & Trenggana, A. F. M. (2019). Pengaruh E-Service Quality dan Perceived Value Terhadap Kepuasan Pelanggan Pengguna Aplikasi M-TIX Mobile Cinema XXI.  eProceedings of Management,  6(3)

APJII,   2022.Data Penetrasi Internet Di Indonesia Tahun 2022. Data Asosiasi Penyelenggara Jasa Internet Indonesia https://web.kominfo.go.id/sites/default/files/Laporan Survei APJII_2022_v1.3.pdf.

Artina, N. (2021, September). Pengaruh Persepsi Manfaat, Persepsi Kemudahan, Kepercayaan Dan Fitur Layanan Terhadap Tingkat Kepuasan Pelanggan Dalam Menggunakan E-Money Di Kota Palembang. In  Forbiswira Forum Bisnis Dan Kewirausahaan-Sinta 4  (Vol. 11, No. 1, pp. 120-131).

Basyar, K., & Sanaji, S. (2016). Pengaruh Persepsi Kemudahan Dan Persepsi Manfaat Terhadap Niat Beli Ulang Secara Online Dengan Kepuasan Sebagai Variabel Intervening.  BISMA (Bisnis dan Manajemen),  8(2), 204-217

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.

Davis, F. D., 1989. Perceived Usefulness,   Perceived   Ease   of   Use, and User Acceptance of Information Technology. MIS quarterly. Volume. 13(3), pp. 319-340.)

Fang, Y. H., Chiu, C. M., & Wang, E. T. (2011). Understanding Customers' Satisfaction And Repurchase Intentions: An Integration Of IS Success Model, Trust, And Justice.  Internet Research.

Ferdinand, A. (2002). Pengembangan Minat Beli Merek Ekstensi. Semarang: Badan Penerbit Universitas Diponegoro.

Fiona, D. R., & Hidayat, W. (2020). Pengaruh Promosi Penjualan Dan E-Service Quality Terhadap Minat Beli Ulang Melalui Kepuasan Pelanggan (Studi Pada Pelanggan Gopay Di Jabodetabek).  Jurnal Ilmu Administrasi Bisnis,  9(1), 333-341.

Ghozali, I, & Latan, H (2015). Partial Least Squares Konsep, Teknik Dan Aplikasi Menggunakan Program SmartPLS 3.0 untuk penelitian empiris. Semarang: Badan Penerbit UNDIP

Kuncoro, M. (2011). Metode Kuantitatif. Unit Penerbit dan Percetakan Sekolah Tinggi Ilmu Manajemen YKPN.

Lagita, L., & Briliana, V. (2018). Pengaruh Customer Satisfaction, Adjusted Expectation, Perceived Value, dan Perceived Usefullness Terhadap Online Repurchase Intention pada Pelanggan Lazada.  Jurnal Wira Ekonomi Mikroskil,  8(1), 37-48.

Latifah, N., Widayani, A., & Normawati, R. A. (2020). Pengaruh Perceived Usefulness Dan Trust Terhadap Kepuasan Pelanggan Pada E-commerce Shopee.  Bisma: Jurnal Bisnis dan Manajemen,  14(1), 82-91.

Lemeshow, S, Hosmer, DW, Klar, J, Lwanga, SK,(1990). Adequacy of sample size in health studies., researchgate.net.

Maharany, A. (2022).  Pengaruh Kepuasan Dan Manfaat Yang Dirasakan Terhadap Minat Beli Ulang Pada Ecommerce Tokopedia  (Doctoral Dissertation, Universitas Negeri Jakarta).

Maruli, S., & Pandiangan, T. (2021). Effect of packaging design on repurchase intention to the Politeknik IT&B Medan using e-commerce applications. Journal of Production Operations Management and Economics, 2(1), 15"“21.

Nofiyanti, N., & Wiwoho, G. (2020). Pengaruh Perceived Usefulness dan Perceived Value Terhadap Online Repurchase Intention pada Marketplace Shopee di Kecamatan Kebumen dengan Customer Satisfaction sebagai Variabel Intervening.  Jurnal Ilmiah Mahasiswa Manajemen, Bisnis Dan Akuntansi (JIMMBA),  2(2), 281-290.

Parasuraman, A., Zeithaml, V., & Malhotra, A. (2005). ES-QUAL, A Multiple-Item Scale for Assessing Electronic Service Quality. Journal of Service Research, 7(3)

Prasetyo, A. N., & Yusran, H. L. (2022). Pengaruh E-Service Quality Dan E-Trust Terhadap Repurchase Intention Melalui E-Satisfaction Pada Pengguna E-commerce.  ijd-demos,  4(1).

Prawita, D., Cahya, A. D., & Septyarini, E. (2022). Pengaruh Service Innovation dan Perceived Usefulness terhadap Minat Pembelian Ulang pada Marketplace Melalui Intervening Kepuasan di Era Adaptasi Kebiasaan Baru.  Syntax Literate; Jurnal Ilmiah Indonesia,  7(6), 7760-7776.

Purba, M., Samsir, S., & Arifin, K. (2020). Pengaruh Persepsi Kemudahan Penggunaan, Persepsi Manfaat dan Kepercayaan Terhadap Kepuasan dan Niat Menggunakan Kembali Aplikasi OVO Pada Mahasiswa Pascasarjana Universitas Riau.  Jurnal Tepak Manajemen Bisnis,  12(1), 151-170.)

Ramadhan, S. H., & Mulyaningsih, H. D. (2022, January). Analisis Pengaruh E Service Quality terhadap Repurchase Intention dengan E-Satisfaction sebagai Variabel Intervening. In  Bandung Conference Series: Business and Management  (Vol. 2, No. 1, pp. 610-617.

Sugiyono,(2020). Metode Penelitian Kuantitaif, Kualitatif, Dan Kombinasi (Mixed Metods). Bandung: Alfabeta.

Tjiptono, Fandi dan Chandra Gregorius. 2016. Service Quality Dan Satisfaction. Edisi 4. Yogyakarta: CV. Andi Offset.

https://databoks.katadata.co.id/datapublish/2022/08/23/Kegiatan yang Dilakukan untuk Mengisi Waktu Senggang (2022)

https:/ FimIndonesia.or.id/datapublish/ 2022/08/25/Data penonton tahun 2022

https:/play.google.com/2022/08/25/Aplikasibioskoponline