THE INFLUENCE OF WEB DESIGN, E-CUSTOMER SERVICE, SECURITY, AND FULFILLMENT TOWARD CUSTOMER SATISFACTION AND REPURCHASE INTENTION AT BUKALAPAK IN MEDAN
Trefwoorden:
Web Design, E-Customer Service, Security, Fulfillment, Customer Satisfaction, Repurchase IntentionSamenvatting
The study examines the factors affecting customer satisfaction and repurchase intention at Bukalapak, an e-commerce platform in Medan. Despite a wide variety of options, Bukalapak struggles with customer retention due to dissatisfaction with purchases and overall experience. Utilizing both primary and secondary data, researchers conducted questionnaires to Bukalapak’s customers in Medan. This study uses non-probability sampling, specifically purposive sampling and being analyzed with SPSS 25.00 and examined using multiple linear regression and linear regression. For data analysis, the findings reveal that web design and fulfillment significantly influence customer satisfaction, while e-customer service and security do not. Furthermore, customer satisfaction has a notable impact on the likelihood of repurchase intentions among Bukalapak customers.
Referenties
Ali, B. J., Saleh, P. F., Akoi, S., Abdulrahman, A. A., Muhamed, A. S., Noori, H. N., & Anwar, G. (2021). Impact of Service Quality on Customer Satisfaction: Case study at Online Meeting Platforms. International Journal of Engineering, Business and Management, 5(2), 65–77. https://doi.org/10.22161/ijebm.5.2.6
Bangun, N., & Aisyah. (2022). Pengaruh Web Design, Informativeness, dan Security of Online Transaction Terhadap Customer Satisfaction. Jurnal ISIP: Jurnal Ilmu Sosial Dan Ilmu Politik, 19(1). www.ucareindonesia.org
Carysa Siahaya, J., Amelia, & Suryaputra, R. (2021). Analysis of The effect of Application Design, Customer service, Security and Privacy, and Fulfillment Dimensions to Customer Satisfaction and Repurchase Intention of Blibli.com Customers in Surabaya. International Journal of Research Publications, 69(1). https://doi.org/10.47119/ijrp100691120211691
Dushyantha, K., & Delayage, P. (2020). Exploring Key Factors for Customer Satisfaction in Online Shopping: A Systematic Literature Review. 6, 163–190. https://www.researchgate.net/publication/343101774
Fauzan, R., & Ute, D. (2021). Motif Dan Kepuasan Penggunaan… Performance. Jurnal Personalia, Financial, Operasional Marketing Dan Sistem Informasi, 28, 82–92.
Guo, J., Zhang, W., & Xia, T. (2023). Impact of Shopping Website Design on Customer Satisfaction and Loyalty: The Mediating Role of Usability and the Moderating Role of Trust. Sustainability, 15(8). https://doi.org/10.3390/su15086347
Rawung, T. P., Kindangen, P., & Tumewu, F. J. (2022). The Impact of Web Design, Customer Service, Security, and Fulfillment Toward Customer Satisfaction of Online Shoppers Platform (Case Study: Sam Ratulangi University Student). Jurnal EMBA, 10, 1070–1078.
Septyarani, T. A., & Nurhadi, N. (2023). Pengaruh Kualitas Pelayanan dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan. Widya Cipta: Jurnal Sekretari Dan Manajemen, 7(2), 218–227. https://doi.org/10.31294/widyacipta.v7i2.15877
Setyaning, A. N. A., & Nugroho, S. S. (2020). The influence of website characteristics on customer satisfaction and E-WOM in Indonesia. Jurnal Siasat Bisnis, 24(2), 148–167. https://doi.org/10.20885/jsb.vol24.iss2.art5
Sopran, C., Lukitaningsih, A., & Ningrum, N. K. (2022). Pengaruh Website Design, Customer Service, Security Privacy terhadap Overall E-Service Quality (Studi Kasus Pada Pengguna Shopee Yogyakarta). In JBE Jurnal Bingkai Ekonomi JBE (Vol. 7, Issue 1). https://itbsemarang.ac.id/jbe/index.php/jbe33/index
Wijarnoko, M. A., Pramana, E., & Santoso, J. (2023). Factors That Influence Repurchase Intention: A Systematic Literature Review. Teknika, 12(3), 252–260. https://doi.org/10.34148/teknika.v12i3.693
