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Abstrak :
Perkembangan zaman digital mendorong meningkatnya penggunaan aplikasi seluler. Penelitian ini bertujuan untuk memahami repurchase intention pada mobile shopping applications untuk tujuan berbelanja. Shopee adalah mobile shopping application berbasis di Asia Tenggara, menyediakan online marketplace yang menghubungkan pembeli dan penjual untuk melakukan transaksi jual beli melalui smartphone mereka. Penelitian ini mengajukan technology acceptance model TAM dengan penambahan konstruk perceived enjoyment, perceived risk, dan personal innovativeness, sementara price sensitivity diprediksi menggunakan satisfaction dan repurchase intention. Metode purposive sampling digunakan untuk penelitian ini dengan 734 responden dan dianalisis menggunakan structural equation modeling SEM. Temuan dari penelitian ini mengungkapkan bahwa perceived risk, perceived usefulness, perceived ease of use, perceived enjoyment, dan satisfaction memiliki peran yang penting dalam menentukan repurchase intention pada mobile shopping applications. Selanjutnya, satisfaction memengaruhi price sensitivity secara negatif dan repurchase intention memengaruhi price sensitivity secara positif. Implikasi manajerial serta rekomendasi untuk penelitian lebih lanjut dibahas dalam penelitian ini.

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The development of digital age drives the increasing use of mobile applications. This research aims to understand the repurchase intention of mobile shopping applications for shopping purpose. Shopee is a mobile shopping application based in Southeast Asia, providing an online marketplace which connects buyer and seller to establish sale and purchase transactions through their smartphones. This study exerts a technology acceptance model TAM with the addition of perceived enjoyment, perceived risk, and personal innovativeness to the original model, while price sensitivity was predicted using satisfaction and repurchase intention. Purposive sampling was used for this research with 734 respondents and were analyzed using structural equation modeling approach. Findings of this study reveal that perceived risk, perceived usefulness, perceived ease of use, perceived enjoyment, and satisfaction have a major role in deciding repurchase intention of mobile shopping applications. Furthermore, satisfaction influences price sensitivty negatively and repurchase intention influences price sensitivity in a direct positive way. Managerial implications are discussed as well as recommendations for further research.

Abstrak :
Penelitian ini dilakukan untuk meneliti pengaruh kepuasan, kepercayaan, dan keterlibatan pelanggan pada online review intention. Responden penelitian ini adalah para pengguna internet yang dalam enam bulan terakhir pernah melakukan pembelian lebih dari sekali di salah satu aplikasi belanja online Tokopedia/ Bukalapak/ Shopee/ Lazada (n=312). Untuk menganalisis data penelitian ini menggunakan Structural Equation Modelling (SEM). Hasil penelitian ini menunjukkan bahwa kepuasan, kepercayaan, dan keterlibatan pelanggan memiliki pengaruh langsung yang positif pada online review intention. Variabel keterlibatan pelanggan memediasi sebagian pengaruh kepuasan dan kepercayaan pada online review intention. Selain itu, hasil penelitian ini juga menunjukkan bahwa semakin tinggi tingkat kepercayaan pelanggan, akan semakin tinggi pula pengaruh keterlibatan pelanggan pada online review intention. Yang menarik dari hasil penelitian ini adalah semakin tinggi tingkat kepuasan pelanggan maka pengaruh keterlibatan pelanggan pada online review intention justru akan semakin rendah.

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This research was conducted to examine the influence of satisfaction, trust, and customer engagement on online review intention. Respondents of this study were internet users who had made purchases more than once in the last six months on one of the Tokopedia/ Bukalapak/ Shopee/ Lazada mobile shopping applications (n = 312). To analyze the data, this study using Structural Equation Modeling (SEM). The results of this study indicate that satisfaction, trust, and customer engagement have a positive direct influence on online review intention. Customer engagement partly mediates the influence of satisfaction and trust on online review intention. In addition, the result of this study also shows that the higher the level of customer trust, the higher the influence of customer engagement on online review intentions. What is interesting from the result of this study is that the higher the level of customer satisfaction, the influence of customer engagement on online review intention will be even lower.