Strength of Reference Groups to Moderate Online Repurchase Intention on Generation X

Ni Putu Cempaka Dharmadewi Atmaja, Ni Made Dwi Puspitawati

Abstract


The purpose of this study was to determine the role of the strength of the reference group in moderating the effect of e-commerce service quality and customer satisfaction on online repurchase intentions. The selected respondents were adolescents aged 17-24 years who were generation X. The study used primary data obtained from the results of questionnaires to 100 students who were educated in public universities in the city of Denpasar, Bali, Indonesia. Determination of the sample using purposive sampling. The data analysis technique used is by using this method of primary data collection using a questionnaire. Simple linear regression analysis and moderated regression analysis using the Statistical Product and Service Solution (SPSS) program. The results show that the quality of e-commerce services and customer satisfaction has a positive and significant effect on online repurchase intention. the strength of the reference group can strengthen the relationship between the quality of e-commerce services and the intention to repurchase. But the reference group cannot strengthen the relationship between customer satisfaction and the intention to repurchase. The implication in this study is that retailers must pay attention to the quality of e-commerce services so that they can provide convenience, comfort and security in shopping, giving rise to a strong intention to repurchase customers.

Keywords


e-commerce, e-servqual, customer satisfaction, strength of the reference group, intention to repurchase

Full Text:

PDF

References


Andreani, Fransisca , Stephanie, Maria Angelina and Putri, Elizabeth Paulina Dwi. 2017. Why do Customers Intend to Repurchase Low Cost Carriers (LCCS) in Indonesia?. International Journal of Applied Business and Economic Research. 15(24). Pp. 677-690. Barutcu, Suleyman. 2010. E-customer Satisfaction in The E-tailing Industry: An empirical Survey for Turkish E-customer, Pamukkale University. Ege Academic Review 10 (1). pp.15-35. Bearden, W., & Michael, J. 2001. Reference Group Influence On Product And Brand purchase Decisions. The Journal of Consumer Research, 9. Bulut, Zeki Atıl. 2015. Determinants of Repurchase Intention in Online Shopping: a Turkish Consumer’s Perspective. International Journal of Business and Social Science. 6(10): pp. 55-63. Chaudary, Garima. 2018. A Study on Influence of Reference Group and Role and Status on Consumer Buying Behaviour Chen, Hui. 2012. The Influence of Perceived Value and Trust on Online Buying Intention. Journal Of Computers. 7(7). 1655-1662. Curtis, Tamila; Abrat, Russell; Rhoades, Dawna L.; Dion , Paul. 2011. Customer Loyalty, Repurchase and satisfaction: A Meta- Analytical Review. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 24(): pp:1-26. Elbeltagi, Ibrahim and Gomma Agag. 2014. E-retailing ethics and its impact on customer satisfaction and repurchase intention. Internet Research, 26 (1): pp.288-310. Eszter, Tárkányi. 2008. Ther Role of Reference Group Influence in Consumer Behaviour. Theses of Doctoral Dissertation on Széchenyi István University. George, Joey F. 2004. The theory of planned behavior and Internet purchasing. Internet Research. 14 (3). Pp: 198-212. https://doi.org/10.1108/10662240410542634 Ghosh, M. 2018. Measuring electronic service quality in India using E-S-QUAL. International Journal of Quality & Reliability Management, 35(2), 430–445. doi:10.1108/ijqrm-07-2016-0101 Haryono, Sigit; Suharyono; AchmadFauzi D.H; Suyadi, Imam. 2015. The Effects of Service Quality on Customer Satisfaction, Customer Delight, Trust, Repurchase Intention, and Word of Mouth. European Journal of Business and Management. 7(12): pp.36-48. Hellier, P. K., Geursen, G. M., Carr, R. A. & Rickard, J. A., 2003.Customer Repurchase Intention: AGeneral Structural Equation Model. European Journal of Marketing, 37(11/12), pp. 17621800 Jain,Sheetal; Mohammed Naved Khan, Sita Mishra. 2017. Understanding consumer behavior regarding luxury fashion goods in India based on the theory of planned behavior. Journal of Asia Business Studies11(1), pp.4-21, https:// doi.org/10.1108/JABS-08-2015-0118 Jayawijaya, Putras Firman; Zainul Arifin; Sunarti. 2017. Pengaruh Kelompok Acuan (Reference Group), Kebutuhan Mencari Variasi Dan Harga Terhadap Perpindahan Merek (Brand Switching) Blackberry Ke Android (Studi Pada Mahasiswa Fakultas Ilmu Administrasi Angkatan 2012 Dan 2013 Universitas Brawijaya Malang). Jurnal Administrasi Bisnis (Jab). 44 (1). 17-23.

Kawet, Octodavid; Pangemanan , Sifrid S.; Tumiwa, Johan. 2017. Analyzing The Effect Of Perceived Value And Trust On Purchase Intention (Case Study of Zalora). Jurnal EMBA. 5(2). Pp. 773 – 78 Phuong, Nguyen Ngoc Duy and Trang, Tran Thi Dai. 2018. Repurchase Intention: The Effect of Service Quality, System Quality, Information Quality, and Customer Satisfaction as Mediating Role: A PLS Approach of M-Commerce Ride Hailing Service in Vietnam. Marketing and Branding Research. 5(2018) PP.78-91. Razak, Nurhanan Syafiah Abdul; Ahmad, Abd Halim; Marimuthu, Malliga. 2016. The Effect Of Website Quality On Repurchase Intention In Travel Agency's Website In Malaysia. First International Conference on Advanced Business and Social Sciences. ISBN: 978 099436564 Saleem, Muhammad Abid, Sadaf Zahra, Asif Yaseen, 2017. Impact of service quality and trust on repurchase intentions - the case of Pakistan airline industry. Asia Pacific Journal of Marketing and Logistics, 29(5). Pp: 1139-1156. https://doi.org/10.1108/APJML-10-20160192 Seiders ,Kathleen; Glenn B. Voss, Dhruv Grewal, & Andrea L. Godfrey. 2005. Do Satisfied Customers Buy More? Examining Moderating Influences in a Retailing Context. Journal of Marketing Vol. 69 (October 2005), 26–43 Sharma, Gajendra. 2015. The Effects Of Online Service Quality Of E-Commerce Websites On User Satisfaction.The Electronic Library. 33(3): 468-485 Shi,Si; Ren Mu; Lin Lin; Yang Chen, Gang Kou, Xue-Jiao Chen, 2018. The impact of perceived online service quality on swift guanxi: implications for customer repurchase intention. Internet Research, https://doi.org/10.1108/IntR-12-2016-0389 Sohaib, Muhammad; Ahmad Muhammad; Akram, Umair. 2016. Underlying Effect of Customer Satisfaction on Repurchase Intentions: Mediating role of Trust and Commitment. European Journal of Business and Management. 8(10): pp. 105-115. Turčínková.J and Moisidis.J. 2011. Impact Of Reference Groups On The Teenagers’ Buying Process Of Clothing In The Czech Republic. Acta Universitatis Agriculturae Et Silviculturae Mendelianae Brunensis. LIX (7). 489-496 Wani ,Tahir Ahmad and Ali, Saiyed Wajid and Farooq, Tanveer. 2016. Determinants of Online Purchase Intentions: A Study of Indian Buyers. Amity Journal of Management Research. 1(1). 94-109 Yaras, Eyyup; Özbük, Meltem Yetkin; Ünal, Duygu Aydin. 2017. Factors Affecting Consumers' Intention to Purchase Online. Journal of Internet Application and Management. 8(2). 63-74.




DOI: https://doi.org/10.32535/ijabim.v4i2.563

Refbacks

  • There are currently no refbacks.


Copyright (c) 2019 Ni Putu Cempaka Dharmadewi Atmaja, Ni Made Dwi Puspitawati

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

Flag Counter

Published by : Association of International Business & Professional Management
Editorial Office:
Association of International Business and Professional Management (AIBPM) JL. Kahuripan No. 9 Hotel Sahid Montana, Malang, Indonesia
Phone:
+62 341 366222
Email:
infoaibpm@gmail.com
Website:
http://aibpm.org/

ISSN 2614-7432 (Print)
ISSN 2621-2862 (Online)

International Journal of Applied Business and International Management INDEXED: