DETERMINAN REPURCHASE INTENTION KONSUMEN PRODUK FASHION PADA TIKTOK LIVE STREAM

Viky Effendi, Usep Suhud, Shandy Aditya

Abstract


ABSTRAK

This study aims to analyze the factors that determine the repurchase intention of consumers of fashion products on TikTok live stream using variables service quality, customer satisfaction, and customer trust. The method of data collection using questionnaires distributed online to 251 respondents. The criteria for respondents in this study are TikTok application users who are domiciled in Greater Jakarta, are at least 17 years old, and have made purchases on TikTok live stream Erigo at least twice in the last six months. Data were processed using software analysis techniques SPSS and SEM AMOS. The results showed that service quality has a positive and significant effect on customer satisfaction, service quality has a positive and significant effect on customer trust, customer satisfaction has a positive and significant effect on customer trust, customer satisfaction has a positive and significant effect on repurchase intention, and customer trust has a positive and significant effect on repurchase intention.

 

Keyword: repurchase intention, customer satisfaction, customer trust, service quality, TikTok live stream.

 

ABSTRAK

Penelitian ini bertujuan untuk menganalisis faktor-faktor yang menentukan repurchase intention konsumen produk fashion pada TikTok live stream dengan menggunakan variabel service quality, customer satisfaction, dan customer trust. Metode pengumpulan data menggunakan kuesioner yang disebarkan secara daring kepada 251 responden. Kriteria responden dalam penelitian ini yaitu pengguna aplikasi TikTok yang berdomisili di Jabodetabek, berusia minimal 17 tahun, dan sudah pernah melakukan pembelian di TikTok live stream Erigo minimal dua kali dalam kurun waktu enam bulan terakhir. Data diolah dengan menggunakan teknik analisis software SPSS dan SEM AMOS. Hasil penelitian menunjukkan bahwa service quality berpengaruh positif dan signifikan terhadap customer satisfaction, service quality berpengaruh positif dan signifikan terhadap customer trust, customer satisfaction berpengaruh positif dan signifikan terhadap customer trust, customer satisfaction berpengaruh positif dan signifikan terhadap repurchase intention, dan customer trust berpengaruh positif dan signifikan terhadap repurchase intention.

 

Kata Kunci: repurchase intention, customer satisfaction, customer trust, service quality, TikTok live stream

Full Text:

PDF

References


Alamsyah, R. A. (2018). Pengaruh kepuasan dan kepercayaan pelanggan terhadap niat pembelian ulang di toko online. Manajemen Bisnis, 6(2), 158–164. https://doi.org/10.22219/jmb.v6i2.5542

Amelia, C. (2022). Erigo trending, puluhan karyawan diduga dipecat dan harus ganti rugi Rp30 juta. Okezone.Com. https://economy.okezone.com/read/2022/11/04/320/2700917/erigo-trending-puluhan-karyawan-diduga-dipecat-dan-harus-ganti-rugi-rp30-juta

Asnawi, N., & Setyaningsih, N. D. (2021). Islamic banking service innovation in customer co-creation: its impact on customer trust, satisfaction, and loyalty. Journal of Southwest Jiaotong University, 56(2), 65–82. https://doi.org/10.35741/issn.0258-2724.56.2.7

Bulan, S. I. S., & Sudrajat, R. H. (2019). Pengaruh penggunaan celebrity endorser arief muhammad di instagram terhadap brand image erigo store. Jurnal Sosial Politik, 5(2), 322. https://doi.org/10.22219/sospol.v5i2.8505

Daud, N. A. (2021). Promosi dan e-commerce yang mengantarkan Erigo dari Depok ke New York. Katadata.Co.Id. https://katadata.co.id/ameidyonasution/brand/613e0b88a667b/promosi-dan-e-commerce-yang-mengantarkan-erigo-dari-depok-ke-new-york

Detikcom. (2021). Kabur dari karantina, rachel vennya masih jadi brand ambassador Erigo. Detikcom. https://hot.detik.com/celeb/d-5769946/kabur-dari-karantina-rachel-vennya-masih-jadi-brand-ambassador-erigo

Dewi, K. I. L., Yulianthini, N. N., & Telagawathi, N. L. W. S. (2019). Pengaruh Dimensi Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pengguna Bpjs Kesehatan Di Kota Singaraja. Bisma: Jurnal Manajemen, 5(2), 82–92.

Erigostore. (2023). Erigo tour di jakcloth. Erigostore. https://vt.tiktok.com/ZS871fQPu/

Fardiana Putri, R., Fitriani, E. W., & Sartika, S. H. (2022). Analisis strategi pemasaran erigo store brand fashion lokal Indonesia yang mendunia. Transekonomika: Akuntansi, Bisnis Dan Keuangan, 2(5), 213–220. https://doi.org/10.55047/transekonomika.v2i5.185

Ghozali, I. (2018). Aplikasi analisis multivariate dengan program IBM SPSS 25.

Ginting, Y. M., Chandra, T., Miran, I., & Yusriadi, Y. (2023). Repurchase intention of e-commerce customers in Indonesia: An overview of the effect of e-service quality, e-word of mouth, customer trust, and customer satisfaction mediation. International Journal of Data and Network Science, 7(1), 329–340. https://doi.org/10.5267/j.ijdns.2022.10.001

Gultom, D. K., Arif, M., & Muhammad Fahmi. (2020). Determinasi kepuasan pelanggan terhadap loyalitas pelanggan melalui kepercayaan. MANEGGGIO: Jurnal Ilmiah Magister Manajemen, 3(2), 273–282. http://jurnal.umsu.ac.id/index.php/MANEGGIO

Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2019). Multivariate data analysis 6th edition. Pearson Prentice Hall. New Jersey. Humans: Critique and Reformulation. Journal of Abnormal Psychology, 87, 49–74.

Jin, Z., & Lim, C. K. (2021). Structural relationships among service quality, systemic characteristics, customer trust, perceived risk, customer satisfaction and intention of continuous use in mobile payment service. Journal of System and Management Sciences, 11(2), 48–64. https://doi.org/10.33168/JSMS.2021.0204

Kominfo. (2020). Dorong penjualan produk lokal, pemerintah gelar kampanye. Https://Www.Kominfo.Go.Id/. https://www.kominfo.go.id/content/detail/27557/dorong-penjualan-produk-lokal-pemerintah-gelar-kampanye-semuanyaadadisini/0/berita

Kotler, P., & Keller, K. L. (2018). Manajemen Pemasaran. PT Indeks.

Mahdi, I. (2022). Pengguna Media Sosial di Indonesia Capai 191 Juta pada 2022. DataIndonesia.Id.

Mahsyar, S., & Surapati, U. (2020). Effect of service quality and product quality on customer satisfaction and loyalty. International Journal of Economics, Business and Accounting Research (IJEBAR), 4(01).

Maramis, I. S. M., Mananeke, L., & Loindong, S. S. R. (2022). Analisis pengaruh citra merek, kualitas layanan terhadap meputusan pembelian di mediasi oleh kepercayaan pelanggan apotek mercke’lkolongan. Jurnal EMBA, 10(1), 39–48. https://ejournal.unsrat.ac.id/index.php/emba/article/view/37531/34539

Masitoh, M. R., Wibowo, H. A., & Sunaryo, D. (2018). Pengaruh kualitas pelayanan, kepuasan, dan kepercayaan merek terhadap niat Pembelian ulang di toko online tokopedia. Manajemen, 8(1), 60–77.

Miranda, R., & Nurdasila. (2020). Pengaruh kualitas pelayanan, kepercayaan, dan citra merek terhadap niat beli ulang jasa transportasi P.O simpati star di kota Banda Aceh. Jurnal Ilmiah Mahasiswa Ekonomi Manajemen, 5(2), 310–321. http://www.jim.unsyiah.ac.id/EKM/article/view/13275

Nugrahaeni, M., Guspul, A., & Hermawan, H. (2021). Pengaruh suasana toko, kualitas pelayanan, kepercayaan, dan persepsi harga terhadap minat beli ulang. Jurnal Fokus Manajemen Bisnis, 11(2), 230. https://doi.org/10.12928/fokus.v11i2.4651

Nurhikma, T. dkk. (2022). Analisis faktor-Faktor yang mempengaruhi loyalitas pelanggan layanan transportasi online (Go-Jek). IIlmu Manajemen Terapan, 3(6), 646–656.

Pasaribu, F., Sari, W. P., Ni Bulan, T. R., & Astuty, W. (2022). The effect of e-commerce service quality on customer satisfaction, trust and loyalty. International Journal of Data and Network Science, 6(4), 1077–1084. https://doi.org/10.5267/j.ijdns.2022.8.001

Prabowo, S. A. (2018). Pengaruh suasana toko, kualitas pelayanan, kepercayaan, dan persepsi harga terhadap minat beli ulang konsumen mirota kampus godean. Jurnal Ekobis Dewantara, 1(7), 155–126.

Priscillia, M., Budiono, H., Wiyanto, H., & Widjaya, H. (2021). The effects of website design quality and service quality on repurchase intention among shopee customers in Jakarta, with customer trust as a mediating variable. Proceedings of the Ninth International Conference on Entrepreneurship and Business Management (ICEBM 2020), 174(Icebm 2020), 38–44. https://doi.org/10.2991/aebmr.k.210507.006

Rafiah, K. K. (2019). Analisis pengaruh kepuasan pelanggan dan kepercayaan pelanggan terhadap loyalitas pelanggan dalam berbelanja melalui e-commerce di Indonesia. Al Tijarah, 5(1), 46. https://doi.org/10.21111/tijarah.v5i1.3621

Rahmat, H., Basalamah, M. R., & Wahono, B. (2022). Pengaruh kualitas pelayanan dan harga terhadap kepuasan pelanggan. E – Jurnal Riset ManajemenPRODI MANAJEMEN, 108–116.

Riki Wijayajaya, H., & Tri Astuti, S. R. (2018). The effect of trust and brand image to repurchase intention in online shopping. KnE Social Sciences, 3(10), 915. https://doi.org/10.18502/kss.v3i10.3182

Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690. https://doi.org/10.1016/j.heliyon.2019.e02690

Rizaty. (2022). 8 negara pengguna aktif tiktok terbesar di dunia. https://dataindonesia.id/Digital/detail/pengguna-tiktok-indonesia-terbesar-kedua-di-dunia

Sari, A., Ambarwati, D. A. S., & Ramelan, M. R. (2020). The mediation relationship of customer satisfaction between service quality and repurchase intention on e-commerce in Indonesia. Jurnal Manajemen Dan Pemasaran Jasa, 13(1), 137–150. https://doi.org/10.25105/jmpj.v13i1.6102

Sitorus, T., & Yustisia, M. (2018). The influence of service quality and customer trust toward customer loyalty: The role of customer satisfaction. International Journal for Quality Research, 12(3), 639–654. https://doi.org/10.18421/IJQR12.03-06

Suhar, J. (2014). Prosiding seminar nasional aplikasi sains & teknologi (SNAST) 2014 Yogyakarta, 15 November 2014 ISSN: 1979-911X. Snast, November, 6.

Tasya, S., & Kusasih, I. A. K. R. (2021). Pengaruh kepercayaan konsumen, loyalitas konsumen, dan kualitas produk, terhadap minat beli ulang kain rayon di pabrik sahatex. JEBDEKER: Jurnal Ekonomi, Manajemen, Akuntansi, Bisnis Digital, Ekonomi Kreatif, Entrepreneur, 2(1), 28–37. https://doi.org/10.56456/jebdeker.v2i1.87

Yunus, M., Fauzi, A., & Rini, E. S. (2021). The effect of e-service quality and customer satisfaction on repurchase intention through online consumer review as intervening variables in the marketplace shopee. Journal Research of Social, Science, Economics, and Management, 1(6), 669–679. https://doi.org/10.36418/jrssem.v1i6.75

Abbas, D. S., Ismail, T., Taqi, M., & Yazid, H. (2022). THE IMPLEMENTATION OF A MANAGEMENT AUDITON HR RECRUITMENT TO ASSESS THE EFFECTIVENESS OF EMPLOYEE PERFORMANCE. Jurnal Riset Akuntansi Kontemporer, 14(2), 243-251.

Abbas, D. S., Ismail, T., Taqi, M., & Yazid, H. (2023). Determinant of company value: evidence manufacturing Company Indonesia. Calitatea, 24(192), 183-189.

Ariyana, A., Enawar, E., Ramdhani, I. S., & Sulaeman, A. (2020). The application of discovery learning models in learning to write descriptive texts. Journal of English Education and Teaching, 4(3), 401-412.

Astakoni, I. M. P., Sariani, N. L. P., Yulistiyono, A., Sutaguna, I. N. T., & Utami, N. M. S. (2022). Spiritual Leadership, Workplace Spirituality and Organizational Commitment; Individual Spirituality as Moderating Variable. ITALIENISCH, 12(2), 620-631.

Goestjahjanti, S. F., Novitasari, D., Hutagalung, D., Asbari, M., & Supono, J. (2020). Impact of talent management, authentic leadership and employee engagement on job satisfaction: Evidence from south east asian industries. Journal of Critical Reviews, 7(19), 67-88.

Gunawan, G. G., Wening, N., Supono, J., Rahayu, P., & Purwanto, A. (2021). Successful Managers and Successful Entrepreneurs as Head of Successful Families in Building a Harmonious Family. PSYCHOLOGY AND EDUCATION, 57(9), 4904-4913.

Hidayat, I., Ismail, T., Taqi, M., & Yulianto, A. S. (2022). Investigating In Disclosure Of Carbon Emissions: Influencing The Elements Using Panel Data. Jurnal Reviu Akuntansi dan Keuangan, 12(3), 721-732.

Immawati, S. A., & Rauf, A. (2020, March). Building satisfaction and loyalty of student users ojek online through the use of it and quality of service in tangerang city. In Journal of Physics: Conference Series (Vol. 1477, No. 7, p. 072004). IOP Publishing.

Joko Supono, Ngadino Surip, Ahmad Hidayat Sutawidjaya, Lenny Christina Nawangsari. (2020). Model of Commitment for Sustainability Indonesian SME’s Performance: A Literature Review. International Journal of Advanced Science and Technology, 29(05), 8772-8784. Retrieved from http://sersc.org/journals/index.php/IJAST/article/view/18715

Muharam, H., Chaniago, H., Endraria, E., & Harun, A. B. (2021). E-service quality, customer trust and satisfaction: market place consumer loyalty analysis. Jurnal Minds: Manajemen Ide dan Inspirasi, 8(2), 237-254.

Ong, F., Purwanto, A., Supono, J., Hasna, S., Novitasari, D., & Asbari, M. (2020). Does Quality Management System ISO 9001: 2015 Influence Company Performance? Anwers from Indonesian Tourism Industries. Test Engineering & Management, 83, 24808-24817.

Purwanto, A. (2020). Develop risk and assessment procedure for anticipating COVID-19 in food industries. Journal of Critical Reviews.

Purwanto, A. (2020). Develop risk and assessment procedure for anticipating COVID-19 in food industries. Journal of Critical Reviews.

Purwanto, A. (2020). Effect of compensation and organization commitment on tournover intention with work satisfaction as intervening variable in indonesian industries. Sys Rev Pharm, 11(9), 287-298.

Purwanto, A. (2020). The Relationship of Transformational Leadership, Organizational Justice and Organizational Commitment: a Mediation Effect of Job Satisfaction. Journal of Critical Reviews.

Riyadi, S. (2021). Effect of E-Marketing and E-CRM on E-Loyalty: An Empirical Study on Indonesian Manufactures. Turkish Journal of Physiotherapy and Rehabilitation, 32(3), 5290-5297.

Setyaningrum, R. P., Kholid, M. N., & Susilo, P. (2023). Sustainable SMEs Performance and Green Competitive Advantage: The Role of Green Creativity, Business Independence and Green IT Empowerment. Sustainability, 15(15), 12096.

Subargus, A., Wening, N., Supono, J., & Purwanto, A. (2021). Coping Mechanism of Employee with Anxiety Levels in the COVID-19 Pandemic in Yogyakarta. Turkish Journal of Physiotherapy and Rehabilitation.

Suharti, E., & Ardiansyah, T. E. (2020). Fintech Implementation On The Financial Performance Of Rural Credit Banks. Jurnal Akuntansi, 24(2), 234-249.

Sukirwan, S., Muhtadi, D., Saleh, H., & Warsito, W. (2020). PROFILE OF STUDENTS'JUSTIFICATIONS OF MATHEMATICAL ARGUMENTATION. Infinity Journal, 9(2), 197-212.

Surip, N., Sutawijaya, A. H., Nawangsari, L. C., & Supono, J. (2021). Effect of Organizational Commitmenton the Sustainability Firm Performance of Indonesian SMEs. PSYCHOLOGY AND EDUCATION, 58(2), 6978-6991.

Wamiliana, W., Usman, M., Warsito, W., Warsono, W., & Daoud, J. I. (2020). USING MODIFICATION OF PRIM’S ALGORITHM AND GNU OCTAVE AND TO SOLVE THE MULTIPERIODS INSTALLATION PROBLEM. IIUM Engineering Journal, 21(1), 100-112.

Wulandari, I., & Rauf, A. (2022). Analysis of Social Media Marketing and Product Review on the Marketplace Shopee on Purchase Decisions. Review of Integrative Business and Economics Research, 11, 274-284.

Zatira, D., & Suharti, E. (2022). Determinant Of Corporate Social Responsibility And Its Implication Of Financial Performance. Jurnal Akuntansi, 26(2), 342-357.




DOI: http://dx.doi.org/10.31000/digibis.v2i1.8373

Article Metrics

Abstract - 808 PDF - 326

Refbacks

  • There are currently no refbacks.



Office:
Redaksi Digital Business Journal (BISDIG), Building F, 3rd Floor, Faculty of Economics and Business, Universitiy Of Muhammadiyah Tangerang
Jl. Perintis Kemerdekaan I No.33, RT.007/RW.003, Babakan, Cikokol, Kec. Tangerang, Kota Tangerang, Banten 15118

Wa: 08567312111 (Galuh), 085716034977 (Eky)
Email: DigibisUMT@gmail.com

Digital Business Journal (DIGIBIS) is licensed under CC BY 4.0