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All Journal Gadjah Mada International Journal of Business DeReMa (Development Research of Management) Jurnal Manajemen Jurnal Manajemen Indonesia Journal of Business and Applied Management Jurnal Muara Ilmu Sosial, Humaniora, dan Seni Jurnal Muara Ilmu Ekonomi dan Bisnis Business Management Journal Program Studi Manajemen Jurnal Manajemen Bisnis dan Kewirausahaan Journal FAME (Journal Food and Beverage, Product and Services, Accomodation Industry, Entertainment Services Jurnal Pengabdian dan Kewirausahaan Jurnal Manajemen dan Pemasaran Jasa
Wilson, Nicholas
Universitas Bunda Mulia
Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Public Health Social Sciences Other

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THE IMPACT OF BRAND EVALUATION, SATISFACTION, AND TRUST TO BRAND LOYALTY : A CASE STUDY OF THE INDONESIAN SMARTPHONE INDUSTRY Wilson, Nicholas; Makmud, Stanley Tulus
Jurnal Muara Ilmu Sosial, Humaniora, dan Seni Vol 2, No 2 (2018): Jurnal Muara Ilmu Sosial, Humaniora, dan Seni
Publisher : Lembaga Penelitian dan Pengabdian kepada Masyarakat, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmishumsen.v2i2.2077

Abstract

In this modern time , in electronic business especially in smartphone have an intense competition make any brand can’t avoid the competitors. The demand of the smartphone based on the company that create a product that have a benefit to the consumer. But in Indonesia things that make a product have a big interest because of trust and satisfaction that Indonesia’s people get. Although some of them never using it. But they get trust from people who have the smartphone. So brand evaluation from smartphone brands depends on consumer that use the product. In Indonesia things that make a product have a big interest because of trust and satisfaction that Indonesia’s people get. Although some of them never using it. In this research , the researcher use iphone 7 as an object in this study. Authors used a questionnaire method. This method had an advantage that a researcher can save time and money. The list of questions is arranged according to indicators from past research. Data that have been collected are analyzed using Partial Least Squares-Structural Equation Modelling (PLS-SEM) method with the help of SmartPLS 3.2.4 software. In this research respondent are Apple owner in Jakarta which is 257 respondents obtained using offline questionnaires. The result of this study indicates that there a direct relationship between brand evaluation, satisfaction and trust to brand loyalty. While brand relationships had no relationship to brand loyalty. Penelitian ini dilakukan untuk mengungkap dampak evaluasi merek, kepuasan, dan kepercayaan terhadap loyalitas merek di industri smartphone Indonesia. Penelitian ini menerapkan metode survei, di mana kuesioner digunakan sebagai instrumen untuk mengumpulkan semua data dari responden. Sebanyak 300 responden berpartisipasi dalam penelitian ini, di mana, setelah penilaian lebih lanjut, semua data dapat dianggap valid dan dapat diandalkan. Semua data yang telah dikumpulkan dan dinilai kemudian dianalisis menggunakan metode Partial Least Squares-Structural Equation Modeling (PLS- SEM), menggunakan perangkat lunak Smart PLS 3.2.7. Berdasarkan hasil analisis data, dapat disimpulkan bahwa evaluasi merek, kepuasan, evaluasi merek, dan kepercayaan memiliki dampak positif pada loyalitas merek.Kata kunci: evaluasi merek, kepuasan, kepercayaan, hubungan merek, loyalitas merek
ANALYSIS OF FACTORS INFLUENCING GREEN PURCHASE BEHAVIOR : A CASE STUDY OF THE COSMETICS INDUSTRY IN INDONESIA Wilson, Nicholas; Theodorus, Evan; Tan, Pauline
Jurnal Muara Ilmu Sosial, Humaniora, dan Seni Vol 2, No 1 (2018): Jurnal Muara Ilmu Sosial, Humaniora, dan Seni
Publisher : Lembaga Penelitian dan Pengabdian kepada Masyarakat, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmishumsen.v2i1.1513

Abstract

This research attempted to uncover factors which could influence consumer’s green purchase behavior towards green cosmetic product in the Indonesian cosmetics Industry. Survey method was used in this research, in which questionnaires were distributed to 260 respondents who have ever bought and used green cosmetics products in Indonesia. Data were then analyzed using AMOS 22.0. Based on the results obtained in this research, it was concluded that attitude towards the behavior and perceived behavioral control had a positive impact on behavioral intention, while perceived behavioral control also had a positive impact toward consumers’ green purchase behavior. Meanwhile, behavioral intention didn’t have a positive impact on green purchase behavior. In regards to the value or implication generated in this research, the results of this research will improve academicians, practicioners, and public’s knowledge and understanding about the factors which had a positive relationship or impact on Indonesian consumers’ green purchase behavior in the cosmetics industry.
THE IMPACT OF SERVICE QUALITY AND CORPORATE REPUTATION TOWARD LOYALTY IN THE INDONESIAN HOSPITALITY SECTOR Wilson, Nicholas
Jurnal Muara Ilmu Ekonomi dan Bisnis Vol 4, No 1 (2020): Jurnal Muara Ilmu Ekonomi dan Bisnis
Publisher : Lembaga Penelitian dan Pengabdian Kepada Masyarakat, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmieb.v4i1.6925

Abstract

Penelitian ini dilakukan guna mengetahui bagaimana pengaruh service quality dan corporate reputation terhadap loyalty, baik secara langsung ataupun tidak langsung melalui trust. Penelitian ini mengimplementasikan metode survei, dimana, kuesioner digunakan sebagai alat untuk mengumpulkan data yang diperlukan pada penelitian ini. Sebanyak 200 responden berpartisipasi pada penelitian ini, dimana, dari 200 data yang terkumpul, sebanyak 191 data dinyatakan valid, reliable dan dapat digunakan untuk selanjutnya diproses pada penelitian ini. Data selanutnya dianalisa dengan metode partial least squares-structural equation modelling (PLS-SEM). Berdasarkan hasil analisis data yang diperoleh, peneliti dapat menyimpulkan bahwa service quality dan corporate reputation berpengaruh positif terhadap loyalty, baik secara langsung ataupun tidak langsung melalui trust pada industri Perhotelan di Indonesia. This research was conducted in order to determine the impact of service quality and corporate reputation toward customer loyalty, both directly and indirectly through trust in the Indonesian hospitality sector. This research implements ssurvey method, in which quaestionnaires were utilized as the tools to collect all of the data required for the completion of this study. A total od 200 respondents participate in this study, in which, out of 200, 191 data had been deemed valid, reliable and usable to be further processed in this research. All of the data then were analyzed using partial least squares-structural equation modeling (PLS-SEM) method. Based on the results of the data analysis, author would like to conclude that both service quality and corporate reputation had a positive impact on customer loyalty, both directly and indirectly through trust in the Indonesian hospitality sector.
THE EFFECT OF PERCEIVED EASE OF USE AND PERCEIVED SECURITY TOWARD SATISFACTION AND REPURCHASE INTENTION Wilson, Nicholas; Alvita, Meilisa; Wibisono, Jensen
Jurnal Muara Ilmu Ekonomi dan Bisnis Vol 5, No 1 (2021): Jurnal Muara Ilmu Ekonomi dan Bisnis
Publisher : Lembaga Penelitian dan Pengabdian Kepada Masyarakat, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmieb.v5i1.10489

Abstract

Penelitian ini dilakukan guna mengetahui bagaimana pengaruh Perceived Ease of Use dan Perceived Security terhadap Customer Satisfaction dan Repurchase Intention pada sektor B2C E-Commerce di Indonesia. Penelitian ini menggunakan metode survei, dimana, kuesioner dipilih sebagai metode untuk mengumpulkan data yang diperlukan pada penelitian ini. Sebanyak 250 responden berpartisipasi pada penelitian ini, dimana, dari 250 data yang terkumpul, sebanyak 226 data dinyatakan Valid dan Reliable, sehingga dapat digunakan untuk selanjutnya diproses pada penelitian ini. Data yang telah dinyatakan Valid dan Reliable selanjutnya akan dianalisa dengan metode PLS-SEM. Berdasarkan hasil analisis data yang telah dilakukan, peneliti dapat menyimpulkan bahwa Perceived Ease of Use dan Perceived Security terhadap Customer Satisfaction dan Repurchase Intention pada sektor B2C E-Commerce di Indonesia. Adapun hasil dari penelitian ini menunjukkan bahwa penting bagi setiap perusahaan B2C E-Commerce di Indonesia di dalam menciptakan suatu sistem e-commerce yang aman yang mampu melindungi para pembeli serta penjual dari kemungkinan akan munculnya kasus pencurian data ketika kedua belah pihak melakukan transaksi pembelian dan penjualan pada laman e-commerce yang dikembangkan oleh perusahaan. Selain itu juga, hasil yang diperoleh pada penelitian ini juga menunjukkan bahwa penting bagi perusahaan B2C E-Commerce di Indonesia untuk dapat mengembangkan serta menciptakan serta mengimplementasikan sistem yang bukan hanya akan membuat konsumen dapat secara cepat mempelajari sistem tersebut, namun juga guna mengurangi ataupun menghilangkan kemungkinan dari munculnya kebingungan ataupun kesulitan yang konsumen alami ketika mengakses laman E-Commerce yang dikembangkan oleh pihak perusahaan. This study was commenced in order to assess whether or not both Perceived Ease of Use and Perceived Security positively affect Customer Satisfaction and Repurchase Intention in the B2C E-Commerce sector in Indonesia. This research implement survey method, in which questionnaires were chose as the tools which will be used to collect all of the data needed for the completion of this study. A total of 250 respondents participated in this study, in which a total of 226 valid, reliable and usable data were further analyzed using PLS-SEM method in order to generate the results and findings required to complete this study. Based on the results of the data analyses, authors would like to conclude that both Perceived Ease of Use and Perceived Security have a significant and positive impact toward Customer Satisfaction and Repurchase Intention both in a direct and indirect manner in the B2C E-Commerce sector in Indonesia. The results obtained in this study underlined the importance of building a safe and secure system by any B2C E-Commerce companies in Indonesia, in which such system will protect both the buyers and the sellers from the possibility of getting their data stolen by irresponsible parties while both the buyers and the sellers are conducting business transacations through the website. Furthermore, the results generated in this study also underline the importance of establishing and developing a user-friendly and effective e-commerce system, which not only will make it easier and faster for the users to learn about the new system installed or implemented on the website, but also will reduce or eliminate any difficulties or confusion which consumers might felt while using the systems implemented by the companies.
PERANAN BENEFITS, TRUST SERTA EASE OF USE TERHADAP USAGE INTENTION PADA SEKTOR E-PAYMENT DI JABODETABEK Susilawaty, Lilis; Wilson, Nicholas
Jurnal Muara Ilmu Ekonomi dan Bisnis Vol 5, No 2 (2021): Jurnal Muara Ilmu Ekonomi dan Bisnis
Publisher : Lembaga Penelitian dan Pengabdian Kepada Masyarakat, Universitas Tarumanagara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24912/jmieb.v5i2.11852

Abstract

Penelitian ini dilakukan guna mengetahui dampak yang diberikan oleh benefits, trust, serta ease of use di dalam meningkatkan intensi konsumen untuk menggunakan berbagai layanan ataupun aplikasi e-payment yang ada sebagai media pembayaran utama yang konsumen gunakan sehari-hari. Adapun penelitian ini sendiri menggunakan kuesioner sebagai instrumen pengumpulan data yang disebarkan kepada 180 responden yang berpartisipasi pada penelitian ini. Adapun setelah dilakukan proses pengecekan dan validasi terkait dengan data yang telah diisi oleh seluruh responden, maka dapat disimpulkan bahwa seluruh data yang telah terkumpul merupakan data yang valid, reliable, serta dapat digunakan guna dianalisis pada penelitian ini. Seluruh data yang telah terkumpul selanjutnya dianalisis dengan menggunakan metode PLS-SEM. Berdasarkan pada hasil pengolahan data yang telah diperoleh, peneliti dapat menyimpulkan bahwa ketiga variabel independen, yaitu benefits, trust serta ease of use memiliki peranan yang signifikan di dalam mempengaruhi intensi konsumen untuk menggunakan aplikasi e-payment sebagai media pembayaran utama atas berbagai aktivitas pembelian ataupun aktivitas transaksi yang dilakukan.  This study was conducted in order to determine the impact which were given by several factors, such as benefits, trust and ease of use, on consumers’ intention to choose and use e-payment services as their main payment method when consumers are buying or making any purchasing activities on any goods or services that consumers would like to buy. A total of 180 respondents participated in this study, in which, questionnaires were used as the main instrument for collecting all of the data needed from the respondents. All of the collected data then were analyzed using PLS-SEM method, in which, based on the results of the data analysis, authors would like to conclude that all of these factors, which are benefits, trust and ease of use, play an important and significant role in affecting consumers’ intention in choosing and using e-payment services when consumers are buying products or services that they want to buy.
PENGARUH WEBSITE DESIGN QUALITY, SERVICE QUALITY, TRUST DAN SATISFACTION TERHADAP REPURCHASE INTENTION (STUDI KASUS: TOKOPEDIA.COM) Innocentius Bernarto; Nicholas Wilson; Ian Nurpatria Suryawan
Jurnal Manajemen Indonesia Vol 19 No 1 (2019): Jurnal Manajemen Indonesia
Publisher : Fakultas Ekonomi dan Bisnis, Telkom University.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25124/jmi.v19i1.1987

Abstract

The purpose of this study is to analyze and test: 1. Whether Website Design Quality from Tokopedia.com has a positive effect on Trust, 2. Does Website Design Quality from Tokopedia.com have a positive effect on Satisfaction, 3. What is Service Quality from Tokopedia .com has a positive effect on Trust, 4. Whether Service Quality of Tokopedia.com has positive effect on Customer Satisfaction, 5. Does Satisfaction have positive effect on Trust, 6. Does Customer Satisfaction have positive effect on Repurchase Intention, 7. Whether Trust have a positive effect on Repurchase Intention. Survey methods are used in this study. Data collection was done by using questionnaire instrument. The target population of research is all of the UPH students. The sample size was determined for 93 samples. The sampling technique is done with convenience sampling. Partial least Square-Structural Equation Modeling approach with SmartPls program is used for data analysis. The results show that web design quality has no positive effect on trust. Similarly, satisfaction has no positive effect on repurchase intention. Then, web design quality and service quality have a positive effect on satisfaction. Service quality and satisfaction have a positive effect on trust. Finally, trust has a positive effect on repurchase intention. Keywords—Website Design Quality, Service Quality, Trust, Kepuasan, Repurchase Intention. Abstrak Tujuan dari penelitian ini adalah untuk menganalisis dan menguji: 1. apakah Website Design Quality dari Tokopedia.com berpengaruh positif terhadap Trust, 2. apakah Website Design Quality dari Tokopedia.com berpengaruh positif terhadap Satisfaction, 3. apakah Service Quality dari Tokopedia.com berpengaruh positif terhadap Trust, 4. apakah Service Quality dari Tokopedia.com berpengaruh positif terhadap Satisfaction Pelanggan, 5. apakah Satisfaction berpengaruh positif terhadap Trust, 6. apakah Satisfaction pelanggan berpengaruh positif terhadap Repurchase Intention, 7. apakah Trust berpengaruh positif terhadap Repurchase Intention. Metode survei digunakan di dalam penelitian ini. Pengumpulan data dilakukan dengan menggunakan instrumen kuesioner. Target populasi penelitian adalah seluruh mahasiswa UPH. Jumlah sampel ditentukan sebesar 93 sample. Teknik pengambilan sampel dilakukan dengan convenience sampling. Pendekatan Partial least Square-Structural Equation Modeling dengan program SmartPls digunakan untuk analisis data. Hasil penelitian menunjukkan bahwa web design quality tidak berpengaruh positif terhadap trust. Begitu juga, satisfaction tidak berpengaruh positif terhadap repurchase intention. Kemudian, web design quality dan service quality berpengaruh positif terhadap satisfaction. Service quality dan satisfaction berpengaruh positif terhadap trust. Terakhir, trust berpengaruh positif terhadap repurchase intention. Kata kunci—Website Design Quality, Service Quality, Trust, Kepuasan, Repurchase Intention
THE IMPACT OF PERCEIVED USEFULNESS AND PERCEIVED EASE-OF-USE TOWARD REPURCHASE INTENTION IN THE INDONESIAN E-COMMERCE INDUSTRY Nicholas Wilson
Jurnal Manajemen Indonesia Vol 19 No 3 (2019): Jurnal Manajemen Indonesia
Publisher : Fakultas Ekonomi dan Bisnis, Telkom University.

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25124/jmi.v19i3.2412

Abstract

This research was conducted to understand the impact of perceived usefulness and perceived ease-of-use on repurchase intention in the Indonesian e-commerce industry. A total of 400 respondents participated in this research, in which, collected data were further analyzed using PLS-SEM method. Smart PLS 3.2.7 software was used to analyze and generate the results required for the concluding this research. Based on the results of the data analysis, it could be concluded that both perceived usefulness and perceived ease-of-use had a positive impact on Indonesian consumers’ repurchase intention in the e-commerce industry, both directly and indirectly through trust. Based on these result, author would like to suggest that companies practicing their business in theIndonesian E-Commerce Industry to make upgrade their system to be more simpler yet understandable regarding the website or the apps that the company develop in order to reduce the level of confusion between the users, while at the same time, companies should also create a website or system in which people will perceive that such an app or e-commerce website would be beneficial in helping them in enhancing their daily activities, thus pushing them to learn and use the system. To author’s best knowledge, this is one of a few studies which conduct an assessment regarding the relationship between variables in the e-commerce industry using PLS-SEM approach. Keywords—E-Commerce Industry, Perceived Ease-of-Use,Perceived usefulness, Repurchase Intention, Trust Abstrak Penelitian ini dilakukan untukmengetahui pengaruh perceived usefulnessdan perceived ease-of-useterhadap repurchase intentionpelanggan pada industri e-commercedi Indonesia. Penelitian ini menggunakan metode survey, dimana, sebanyak 440 responden berpartisipasi dengan mengisi kuesioner yang diberikan. Setelah mengumpulkan seluruh data dari responden, data tersebut kemudian diolah dengan menggunakan metode PLS-SEM. Software Smart PLS versi 3.2.7 digunakan untuk menganalisis danmenemukan hasil akhir dari pengolahan data ini akan digunakan untuk menyimpulkan hasil dari penelitian ini. Berdasarkan hasil analisis data, peneliti dapat menyimpulkan bahwa kedua variabel independen, yaitu perceived usefulness dan perceived ease-of-useberpengaruh positif terhadap repurchase intention, baik secara langsung maupun secara tidak langsung melalui trust. Berdasarkan hasil ini, peneliti ingin menyarankan kepada seluruh perusahaanyang bergerak di industri e-commerce di Indonesia untuk dapat menigkatkan kualitas sistemnya, dimana, system yang diimplementasikan oleh perusahaan haruslah mudah untuk dipelajari dan dimengerti oleh masyarakat dengan tujuan agar masyarakat tidak bingung di dalam menggunakan system yang dikelola oleh perusahaan. Selain itu, peneliti juga ingin menyarankan kepada perusahaan untuk dapat menciptakan suatu sistem e-commerce yang dimana sistem tersebut akan dipersepsikan sebagai suatu sistem yang akan berguna bagi masyarakat di dalam membantu mereka untuk melakukan aktivitas sehari-hari, sehingga, masyarakat akan belajar dan menggunakan sistem yang dikelola oleh perusahaan e-commerce tersebut. Berdasarkan hasil studi yang dilakukan oleh peneliti, penelitian ini merupakan satu dari sedikit penelitian yang bertujuan untuk mengetahui hubungan antar variabel melalui metode PLS-SEM pada industri e-commerce di Indonesia. Kata kunci—Industri E-Commerce,Perceived ease-of-use,Perceived usefulness,Repurchase Intention,Trust
THE IMPACT OF SERVICE QUALITY AND BRAND IMAGE TOWARD CUSTOMER LOYALTY IN THE INDONESIAN AIRLINES INDUSTRY Nicholas Wilson
Jurnal Manajemen Indonesia Vol 18 No 3 (2018): Jurnal Manajemen Indonesia
Publisher : Fakultas Ekonomi dan Bisnis, Telkom University.

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (743.999 KB) | DOI: 10.25124/jmi.v18i3.1734

Abstract

This research was conducted in order to determine and understand the impact of service quality and brand image toward customer loyalty in the Indonesian airlines industry. This research implements survey method, in which questionnaires were used as tools to collect the data needed for this research. A total of 550 respondents participated in this research, in which all questionnaires were deemed valid to be analyzed. Data were then analysed using PLS-SEM method using SmartPLS 3.2.7 Software. Based on the results of the data analysis, it was found that both service quality and brand image had a positive and significant impact on customer loyalty, with service quality had a stronger impact compared to brand image. Based on these result, author would like to suggest to companies conducting their business in the Indonesian Airlines Industry to improve the level of quality regarding the service that they offer to the customers, while they should also be able to maintain and improve the image of the brand in order to enhance the positive image of the brand in the public’s mind. To author's knowledge, this is one of a few researches which conduct an assessment regarding the relationship between variables in the airlines industry using PLS-SEM approach. Keywords— Brand Image; Customer Loyalty; Indonesian Airlines Industry; PLS-SEM Method; Service Quality Abstrak Penelitian ini dilakukan guna mengetahui dan memahami pengaruh kualitas jasa dan citra merek terhadap loyalitas pelanggan pada industri penerbangan di Indonesia. Penelitian ini mengimplementasikan metode survei, dimana kuesioner digunakan sebagai alat untuk mengumpulkan data dari responden. Sebanyak 550 responden berpartisipasi pada penelitian ini, dimana setelah melalui berbagai tahapan pengecekan data, dapat disimpulkan bahwa seluruh data yang dikumpulkan melalui kuesioner adalah valid untuk dianalisa ke tahapan berikutnya. Data yang dikumpulkan tersebut kemudian diolah dengan metode PLS-SEM dengan bantuan perangkat lunak SmartPLS versi 3.2.7. Berdasarkan hasil analisis data, dapat disimpulkan bahwa kualitas jasa dan citra merek berpengaruh positif terhadap loyalitas pelanggan pada industri penerbangan di Indonesia, dimana, kualitas jasa memiliki pengaruh yang lebih besar dibandingkan dengan citra merek di dalam mempengaruhi loyalitas pelanggan. Berdasarkan hasil ini, maka peneliti menyarankan kepada seluruh perusahaan yang bergerak di industri penerbangan di Indonesia untuk dapat meningkatkan kualitas pelayanan yang diberikan kepada pelanggan, mengingat, kualitas pelayanan merupakan salah satu aspek paling penting yang dapat menentukan kesuksesan sebuah perusahaan penerbangan di Indonesia. Tidak hanya itu, peneliti juga ingin mengyarankan kepada perusahaan untuk dapat terus meningkatkan citra merek yang dimiliki guna meningkatkan persepsi positif pelanggan dan pubik terhadap merek tersebut. Berdasarkan hasil studi yang dilakukan oleh peneliti, penelitian ini merupakan satu dari sedikit penelitian yang bertujuan untuk mengetahui hubungan antar variabel melalui metode PLS-SEM. Kata Kunci—Kualitas Jasa, Citra Merek, Loyalitas Pelanggan, Industri Penerbangan di Indonesia, Metode PLS-SEM
The Role of Perceived Usefulness and Perceived Ease-of-Use toward Satisfaction and Trust which Influence Computer Consumers’ Loyalty in China Nicholas Wilson; Keni Keni; Pauline Henriette Pattyranie Tan
Gadjah Mada International Journal of Business Vol 23, No 3 (2021): September-December
Publisher : Master in Management, Faculty of Economics and Business, Universitas Gadjah Mada

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22146/gamaijb.32106

Abstract

This study was commenced in order to examine the impact that both perceived usefulness and perceived ease-of-use had toward consumers’ loyalty within the computer industry in China, either directly or indirectly through satisfaction and trust. This current study utilized the survey method; questionnaires were selected as the instrument which would be used to collect all of the data from the respondents. All of the questionnaires were electronically distributed through an online survey site to a total of 400 respondents, who originated from, or were living in, five cities in China. After gathering and assessing all of the collected data, a total of 346 items of data were deemed usable, thus enabling these sets of data to be further analyzed by this study. All of these data were further analyzed using the partial least squares-structural equation modeling (PLS-SEM) method using SmartPLS 3.3.2 software. Based on the results obtained through the data’s analyses, the authors would like to conclude that both perceived usefulness and perceived ease-of-use had a positive and significant impact on customer satisfaction, trust and customer loyalty within China’s computer industry. Furthermore, in this study, both customer satisfaction and trust have been found to positively mediate the impact of perceived usefulness and perceived ease-of-use toward customer loyalty; trust serves as a better mediator compared to satisfaction. Meanwhile, this study contributed to the expansion and the enrichment of the literature in the field of marketing by thoroughly examining the implementation of the technology acceptance model (TAM) in predicting customer loyalty within China’s computer industry.
The Effect of Website Design Quality and Service Quality toward Repurchase Intention in the E-commerce Industry: A Cross-Continental Analysis Nicholas Wilson; Keni Keni; Pauline Henriette Pattyranie Tan
Gadjah Mada International Journal of Business Vol 21, No 2 (2019): May-August
Publisher : Master in Management, Faculty of Economics and Business, Universitas Gadjah Mada

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (420.869 KB) | DOI: 10.22146/gamaijb.33665

Abstract

The purpose of this study is to examine and understand the effect of website design quality and service quality toward consumers’ repurchase intention in the Asian, European, American, and Australian e-commerce industry. This research implemented survey method, in which questionnaires were chosen as instruments for data collection. A total of 1000 questionnaires were electronically distributed to the respondents across four continents, in which a total of 869 were deemed usable. Out of 869 questionnaires, a total of 200 questionnaires collected from respondents living in the Asian continent, 189 questionnaires collected from respondents living in the American continent, 243 questionnaires collected from respondents living in the European continent, and 237 questionnaires collected from respondents living in the Australian continent. This research implemented PLS-SEM method to analyze and generate findings from the data. Based on the results generated from the analysis of the data, it could be concluded that in the Asian, Australian, and European continents, service quality played a more important and significant role in affecting consumers’ repurchase intention in the e-commerce industry compared to website design quality. In contrast, the results generated in this research also concluded that website design quality played a more important role in affecting consumers’ repurchase intention in the American e-commerce industry. Furthermore, customer satisfaction mediated the relationship between website design quality and service quality toward consumers’ repurchase intention in the Asian, Australian, European, and American e-commerce industry.
Co-Authors Brian Budi Budi Diayudha, Lanang Edelyn Edelyn Edelyn Fransisca Iriani Roesmala Dewi Grace Putlia Hary Saputra Sundoro Herdy Jaya Prawiradipura Ian Nurpatria Suryawan Ian Nurpatria Suryawan Innocentius Bernarto, Innocentius Jessica Jessica KENI KENI Kevin Goldie Makmud, Stanley Tulus Marcellino Jason Ferdinand Sugiyanto Marina Pendi Meilisa Alvita Purnama Dharmawan Regina Christella Rowena, Janny Samuel Samuel Sentot Basuki Prayitno Stevani Helena Susilawaty, Lilis Tan, Pauline Tan, Pauline Henriette Pattyranie Theodorus, Evan Wibisono, Jensen Wijaya, Brendi