Price, Service Quality and Shipping Costs as Intervening Factors on Consumer Behavior To Determine Repeat Purchase Intentions on The Shopee Marketplace in Indonesia
DOI:
https://doi.org/10.54471/iqtishoduna.v12i2.2267Keywords:
price, service quality, consumer behavior determining purchase intention, shipping costsAbstract
The purpose of this study is to determine the effect of price and service quality on consumer behavior to determine repurchase intentions at the Shopee marketplace in Indonesia through the variable shipping cost as an intervening factor. The research method used in this research is quantitative descriptive research method using data analysis, namely path analysis using PLS 3.0 software. Based on the results of the research analysis, the conclusion of this study is that partially the price and service quality variables affect the consumer behavior variable to determine repurchase intentions in the marketplace on the Shopee platform. Simultaneously, the price and service quality variables affect the consumer behavior variable to determine repurchase intentions in the marketplace on the Shopee platform through the shipping cost variable as an intervening factor. in the context of repeat purchase intentions from an Islamic perspective, businesses should focus on adhering to Islamic principles of fair pricing, ethical conduct, and transparency in pricing and shipping. The implications of this research will be very useful in optimizing Shopee business operations and providing better services to customers, with the hope of increasing repeat purchase intentions and strengthening Shopee's position in the e-commerce market in Indonesia.
Downloads
References
Aw, E. C. X., Kamal Basha, N., Ng, S. I., & Ho, J. A. (2021). Searching online and buying offline: Understanding the role of channel-, consumer-, and product-related factors in determining webrooming intention. Journal of Retailing and Consumer Services, 58 (May 2020), 102328. https://doi.org/10.1016/j.jretconser.2020.102328
Barker, J. M., & Brau, R. I. (2020). Shipping surcharges and LSQ: pricing the last mile. International Journal of Physical Distribution and Logistics Management, 50(6), 667-691. https://doi.org/10.1108/IJPDLM-09-2019-0292
Bostoen, F. (2019). Online platforms and pricing: Adapting abuse of dominance assessments to the economic reality of free products. Computer Law and Security Review, 35(3), 263-280. https://doi.org/10.1016/j.clsr.2019.02.004
Chang, S., Dong, Y., & Wang, X. (2021). Optimal shipping policy in retail competition and its effect on customers. Electronic Commerce Research and Applications, 45 (October 2020), 101020. https://doi.org/10.1016/j.elerap.2020.101020
Chen, Y., Zhang, Q., Chen, S., & Wan, Z. (2019). Chinese third-party shipping internet platforms: Thriving and surviving in a two-sided market (2013-2016). Transport Policy, 82, 117-126. https://doi.org/10.1016/j.tranpol.2018.10.003
Chou, H. Y. (2019). Units of time do matter: How countdown time units affect consumers' intentions to participate in group-buying offers. Electronic Commerce Research and Applications, 35, 100839. https://doi.org/10.1016/j.elerap.2019.100839
Dailey, L. C., & Ülkü, M. A. (2018). Retailers beware: On denied product returns and consumer behavior. Journal of Business Research, 86 (July 2017), 202-209. https://doi.org/10.1016/j.jbusres.2018.01.064
Dhir, A., Sadiq, M., Talwar, S., Sakashita, M., & Kaur, P. (2021). Why do retail consumers buy green apparel? A knowledge-attitude-behavior-context perspective. Journal of Retailing and Consumer Services, 59(October), 102398. https://doi.org/10.1016/j.jretconser.2020.102398
Fan, J. L., Wang, Q., Yang, L., Zhang, H., & Zhang, X. (2020). Determinant changes of consumer preference for NEVs in China: A comparison between 2012 and 2017. International Journal of Hydrogen Energy, 45(43), 23557-23575. https://doi.org/10.1016/j.ijhydene.2020.06.002
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2-24. https://doi.org/10.1108/EBR-11-2018-0203
Hurgobin, Y., Le Floch, V., & Lemercier, C. (2020). Effect of multiple extrinsic cues on consumers' willingness to buy apples: A scenario-based study. Food Quality and Preference, 81, 103860. https://doi.org/10.1016/j.foodqual.2019.103860
Kao, K. C., Rao Hill, S., & Troshani, I. (2020). Effects of cue congruence and perceived cue authenticity in online group buying. Internet Research, 30(3), 945-970. https://doi.org/10.1108/INTR-11-2018-0477
Kaswengi, J., & Lambey-Checchin, C. (2020). How logistics service quality and product quality matter in the retailer-customer relationship of food drive-throughs: The role of perceived convenience. International Journal of Physical Distribution and Logistics Management, 50(5), 535-555. https://doi.org/10.1108/IJPDLM-01-2019-0036
Kim, E., Park, M. C., & Lee, J. (2017). Determinants of the intention to use Buy-Online, Pickup In-Store (BOPS): The moderating effects of situational factors and product type. In Telematics and Informatics (Vol. 34, Issue 8). https://doi.org/10.1016/j.tele.2017.08.006
Konuk, F. A. (2018). The role of risk aversion and brand-related factors in predicting consumers' willingness to buy expiration date-based priced perishable food products. Food Research International, 112(2017), 312-318. https://doi.org/10.1016/j.foodres.2018.06.009
Li, C., Chu, M., Zhou, C., & Xie, W. (2019). Is it always advantageous to add-on item recommendation service with a contingent free shipping policy in platform retailing? Electronic Commerce Research and Applications, 37(March), 100883. https://doi.org/10.1016/j.elerap.2019.100883
Lim, W. M., Phang, C. S. C., & Lim, A. L. (2020). The effects of possession- and social inclusion-defined materialism on consumer behavior toward economical versus luxury product categories, goods versus services product types, and individual versus group marketplace scenarios. Journal of Retailing and Consumer Services, 56, 102158. https://doi.org/10.1016/j.jretconser.2020.102158
Lin, H. H., Yen, W. C., Wang, Y. S., & Yeh, Y. M. (2018). Investigating consumer responses to online group buying service failures: The moderating effects of seller offering type. Internet Research, 28(4), 965-987. https://doi.org/10.1108/IntR-07-2017-0285
Mandhani, J., Nayak, J. K., & Parida, M. (2020). Interrelationships among service quality factors of Metro Rail Transit System: An integrated Bayesian networks and PLS-SEM approach. Transportation Research Part A: Policy and Practice, 140 (March), 320-336. https://doi.org/10.1016/j.tra.2020.08.014
Muñoz-Villamizar, A., Velázquez-Martínez, J. C., Haro, P., Ferrer, A., & Mariño, R. (2021). The environmental impact of fast shipping ecommerce in inbound logistics operations: A case study in Mexico. Journal of Cleaner Production, 283, 125400. https://doi.org/10.1016/j.jclepro.2020.125400
Naeem, M. (2021). Do social media platforms develop consumer panic buying during the fear of Covid-19 pandemic. Journal of Retailing and Consumer Services, 58 (July 2020), 102226. https://doi.org/10.1016/j.jretconser.2020.102226
Nagy, G., Megehee, C. M., & Woodside, A. G. (2018). Computing with words in modeling firms' paradoxical performances. Advances in Business Marketing and Purchasing, 25, 155-236. https://doi.org/10.1108/S1069-096420180000025008
Pautler, P. A. (2018). A History of the FTC's Bureau of Economics. 143–343. https://doi.org/10.1108/s0193-589520180000028005
Santana, S., Thomas, M., & Morwitz, V. G. (2020). The Role of Numbers in the Customer Journey. Journal of Retailing, 96(1), 138-154. https://doi.org/10.1016/j.jretai.2019.09.005
Sembiring, N., Nimran, U., Astuti, E. S., & Utami, H. N. (2020). The effects of emotional intelligence and organizational justice on job satisfaction, caring climate, and criminal investigation officers' performance. International Journal of Organizational Analysis, 28(5), 1113-1130. https://doi.org/10.1108/IJOA-10-2019-1908
Shmueli, G., Sarstedt, M., Hair, J. F., Cheah, J. H., Ting, H., Vaithilingam, S., & Ringle, C. M. (2019). Predictive model assessment in PLS-SEM: guidelines for using PLSpredict. European Journal of Marketing, 53(11), 2322-2347. https://doi.org/10.1108/EJM-02-2019-0189
Singh, A., & Verma, P. (2017). Factors influencing Indian consumers' actual buying behavior towards organic food products. Journal of Cleaner Production, 167, 473-483. https://doi.org/10.1016/j.jclepro.2017.08.106
Tandon, A., Jabeen, F., Talwar, S., Sakashita, M., & Dhir, A. (2021). Facilitators and inhibitors of organic food buying behavior. Food Quality and Preference, 88, 104077. https://doi.org/10.1016/j.foodqual.2020.104077
Uzir, M. U. H., Al Halbusi, H., Thurasamy, R., Thiam Hock, R. L., Aljaberi, M. A., Hasan, N., & Hamid, M. (2021). The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country. Journal of Retailing and Consumer Services, 63(April), 102721. https://doi.org/10.1016/j.jretconser.2021.102721
Walkowiak, A., Ledziński, Ł., Zapadka, M., & Kupcewicz, B. (2019). Corrigendum to "Detection of adulterants in dietary supplements with Ginkgo biloba extract by attenuated total reflectance Fourier transform infrared spectroscopy and multivariate methods PLS-DA and PCA" [Spectrochim. Acta A Mol. Biomol. Spectrosc. 208 (2019) 222-228](S1386142518309326)(10.1016/j.saa.2018.10.008). Spectrochimica Acta - Part A: Molecular and Biomolecular Spectroscopy, 210, 289. https://doi.org/10.1016/j.saa.2018.11.036
Wang, L., & Bae, S. M. (2020). How to avoid the free shipping pitfall? Changing consumer attitudes from the perspective of information interaction. Electronic Commerce Research and Applications, 42, 100996. https://doi.org/10.1016/j.elerap.2020.100996
Wang, Z., Nong, D., Countryman, A. M., Corbett, J. J., & Warziniack, T. (2020). Potential impacts of ballast water regulations on international trade, shipping patterns, and the global economy: An integrated transportation and economic modeling assessment. Journal of Environmental Management, 275(April), 110892. https://doi.org/10.1016/j.jenvman.2020.110892
Wong, K. H., Chang, H. H., & Yeh, C. H. (2019). The effects of consumption values and relational benefits on smartphone brand switching behavior. Information Technology and People, 32(1), 217-243. https://doi.org/10.1108/ITP-02-2018-0064
Xu, X. Y., Tayyab, S. M. U., Chang, F. K., & Zhao, K. (2021). Hierarchical value-attainment paths of CBEC consumers: a means-end-chain perspective. Internet Research, 31(2), 699-736. https://doi.org/10.1108/INTR-10-2019-0397
Yeo, A. C. M., Lee, S. X. M., & Carter, S. (2018). The influence of an organization's adopted corporate social responsibility constructs on consumers' intended buying behavior: a Malaysian perspective. Social Responsibility Journal, 14(3), 448-468. https://doi.org/10.1108/SRJ-05-2016-0082
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2023 Mangasa Panjaitan, Hotlan Butar-Butar

This work is licensed under a Creative Commons Attribution 4.0 International License.
The journal can be accessed publicly, which means that all content is provided freely accessible without charge to either the user or the institution. Users are allowed to read, download, copy, distribute, print, search, or cite to the full text of the article did not have to ask permission from the publisher or author.