Anteseden Kepuasan Pembeli Melakukan Transaksi M-Commerce: Eksplorasi Efek Moderasi dari Kustomisasi Tampilan M-Commerce
DOI:
https://doi.org/10.51903/e-bisnis.v14i2.582Keywords:
M-commerce, Customer satisfaction, Customization, Perceived Enjoyment, TrustAbstract
This study aims to determine the most significant factor statistically influencing customer satisfaction in the purchase transaction process using mobile commerce to test the moderating effect of customization or efforts to adapt m-commerce to consumer desires. Respondents who filled out the survey consisted of 125 respondents, spread over a span of 1 month, for customers who in the last 12 months have used m-commerce for buying and selling transactions. The results of this study are the customer trust factor, the perceived enjoyment factor when using m-commerce, the moderating effect of customization on usage benefits factor, and the customization factor are the 4 factors that most influence customer satisfaction. These findings are useful for M-commerce providers to focus their development on aspects of customer trust, customer enjoyment, and customization.
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[4]. Internet Retailer (2015), “40% of UK online retail sales are mobile”, available at: https://www.internetretailer.com/2015/02/25/40-uk-online-retail-sales-are-mobile (accessed 6 June 2016).
[5]. eMarketer (2016), “Most digital buyers will make purchases via a smartphone by 2017”, available at: http://www.emarketer.com/Article.aspx?R=1013590&ecid=NL1001 (accessed 6 June 2016).
[6]. Chong, A. Y-L. (2013a), “Understanding mobile commerce continuance intentions: an empirical analysis of Chinese consumers”, Journal of Computer Information Systems, Vol. 53 No. 4, pp.22-30.
[7]. Wei, T.T., Marthandan, G., Chong, A. Y-L., Ooi, K-B. and Arumugam, S. (2009), “What drives Malaysian m-commerce? An empirical analysis”, Industrial Management & Data Systems, Vol. 109 No. 3, pp. 370-388.
[8]. Chong, A.Y-L., Chan, F.T.S. and Ooi, K-B. (2012), “Predicting consumer decisions to adopt mobile commerce: Cross country empirical examination between China and Malaysia”, Decision Support Systems, Vol. 53 No. 1, pp. 34-43.
[9]. Lin, H-H. and Wang, Y-S. (2006), “An examination of the determinants of customer loyalty in mobile commerce contexts”, Information & Management, Vol. 43, pp. 271-282.
[10]. San-Martin, S. and Lopez-Catalan, B. (2013), “How can a mobile vendor get satisfied customers?”, Industrial Management & Data Systems, Vol. 113 No. 2, pp. 156-170.
[11]. Suhail, P., & Srinivasulu, Y. (2020). Perception of service quality, satisfaction, and behavioral intentions in Ayurveda healthcare. Journal of Ayurveda and Integrative Medicine, xxxx. https://doi.org/10.1016/j.jaim. 2020.10.011.
[12]. Cristo, M., Saerang, D., & Worang, F. (2017). the Influence of Price, Service Quality, and Physical Environment on Customer Satisfaction. Case Study Markobar Cafe Mando. Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 5(2), 678–686. https://doi.org/10.35794/emba.v5i2.15962.
[13]. Karma (2020). Pengaruh kualitas pelayanan terhadap kepuasan konsumen. 3(4), 341–350. https://doi.org/10.5281/zenodo.4128535.
[14]. Torlak, N. G., Demir, A., & Budur, T. (2019). Impact of operations management strategies on customer satisfaction and behavioral intentions at café-restaurants. International Journal of Productivity and Performance Management, 69(9), 1903–1924. https://doi.org/10.1108/IJPPM-01-2019-0001.
[15]. Creswell J W, 2014 Research Design: Qualitative, Quantitative, and Mixed Methods Approaches 4th ed. Thousand oaks, California: SAGE Publications, Inc
[16]. Vagias W, 2006 Likert-type scale response anchors Clemson Int. Inst. Tour. … p. 3–4
[17]. Wang L Y K Lew S L Lau S H and Leow M C, 2019 Usability factors predicting continuance of intention to use cloud e-learning application Heliyon 5, 6 p. e01788.
[18]. Taherdoost H, 2018 Sampling Methods in Research Methodology; How to Choose a Sampling Technique for Research SSRN Electron. J. 5, 2 p. 18–27
[19]. Jusuf M B Utami N P Hidayanto A N and Shihab M R, 2018 Analysis of intrinsic factors of mobile banking application users’ continuance intention: An evaluation using an extended Expectation Confirmation Model Proc. 2nd Int. Conf. Informatics Comput. ICIC 2017 2018- Janua p. 1–6
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Published
2022-01-24
How to Cite
Cahyo, K. N., Achmad Fatkharrofiqi, Haris Dermawan, & Dwiza Riana. (2022). Anteseden Kepuasan Pembeli Melakukan Transaksi M-Commerce: Eksplorasi Efek Moderasi dari Kustomisasi Tampilan M-Commerce . E-BISNIS: JURNAL ILMIAH EKONOMI DAN BISNIS, 14(2), 173–180. https://doi.org/10.51903/e-bisnis.v14i2.582
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