Musytari : Jurnal Manajemen, Akuntansi, dan Ekonomi

Vol. 22 No. 2 (2025): Musytari : Jurnal Manajemen, Akuntansi, dan Ekonomi
Articles

PENGARUH CUSTOMER EXPERIENCE TERHADAP PURCHASE INTENTION DENGAN SOCIAL INFLUENCE SEBAGAI VARIABEL MEDIASI PADA TOKOPEDIA

pdf
  • Devin Reyhan Pratama,
  • Muhammad Arief
Devin Reyhan Pratama
Universitas Esa Unggul
Muhammad Arief
Universitas Esa Unggul

Published 2025-07-13

Keywords

  • Customer Experience,
  • Ease of Use,
  • Website Relationship,
  • Social Influence,
  • Purchase Intention
Copyright Notice

How to Cite

PENGARUH CUSTOMER EXPERIENCE TERHADAP PURCHASE INTENTION DENGAN SOCIAL INFLUENCE SEBAGAI VARIABEL MEDIASI PADA TOKOPEDIA. (2025). Musytari : Jurnal Manajemen, Akuntansi, Dan Ekonomi, 22(2), 21-30. https://doi.org/10.2324/4fa20w81

Abstract

This study aims to analyze the influence of customer experience on purchase intention mediated by social influence on the Tokopedia platform. The research employed a quantitative approach with a descriptive-causal design. Data were obtained from 160 respondents who were Tokopedia users and had never purchased skincare products. The data analysis technique used was SEM-PLS. The results showed that customer experience (measured by ease of use and website relationship) had a positive effect on purchase intention, both directly and indirectly through social influence (measured by online reviews). These findings indicate the importance of social influence and user experience in shaping consumers' purchase intentions on digital platforms.

pdf

References

  1. Angelica Hence Marbun, I., Panjaitan, Y., Studi Manajemen, P., & Ekonomi dan Bisnis, F. (2022). Ciptaan disebarluaskan di bawah Lisensi Creative Commons Atribusi 4.0 Internasional Pengaruh Perceived Ease Of Use Dan Perceived Usefulness Terhadap Behavioral Intention Penggunaan Gopay Dengan Social Influence Sebagai Moderasi. 904 Journal of Information System, Applied, Management, Accounting and Research, 6(4), 904–913. https://doi.org/10.52362/jisamar.v6i4.951
  2. Bilal, M., Zhang, Y., Cai, S., Akram, U., & Halibas, A. (2024). Artificial intelligence is the magic wand making customer-centric a reality! An investigation into the relationship between consumer purchase intention and consumer engagement through affective attachment. Journal of Retailing and Consumer Services, 77. https://doi.org/10.1016/j.jretconser.2023.103674
  3. Changchit, C., Klaus, T., & Lonkani, R. (2020). Online Reviews: What Drives Consumers to Use Them. Journal of Computer Information Systems, 1–10. https://doi.org/10.1080/08874417.2020.1779149
  4. Chen, N., & Yang, Y. (2021). The impact of customer experience on consumer purchase intention in cross-border E-commerce——Taking network structural embeddedness as mediator variable. Journal of Retailing and Consumer Services, 59. https://doi.org/10.1016/j.jretconser.2020.102344
  5. Damayanti, S., Fathihani, F., & Penulis, K. (2023). Analisis Pengaruh Kemudahan Penggunaan, Pengaruh Sosial Dan Risiko Terhadap Minat Penggunaan Financial Technology (Fintech) (Studi Kasus Pada Generasi Milenial Mahasiswa Universitas Dian Nusantara). Jurnal Ekonomi Manajamen Sistem Informasi, 4(6). https://doi.org/10.31933/jemsi.v4i6
  6. Dantas, C., Jegundo, A. L., Quintas, J., Martins, A. I., Queirós, A., & Rocha, N. P. (2017). European portuguese validation of usefulness, satisfaction and ease of use questionnaire (USE). Advances in Intelligent Systems and Computing, 570, 561–570. https://doi.org/10.1007/978-3-319-56538-5_57
  7. de Blanes Sebastián, M. G., Antonovica, A., & Sarmiento Guede, J. R. (2023). What are the leading factors for using Spanish peer-to-peer mobile payment platform Bizum? The applied analysis of the UTAUT2 model. Technological Forecasting and Social Change, 187. https://doi.org/10.1016/j.techfore.2022.122235
  8. Dwidienawati, D., Tjahjana, D., Abdinagoro, S. B., Gandasari, D., & Munawaroh. (2020). Customer review or influencer endorsement: which one influences purchase intention more? Heliyon, 6(11). https://doi.org/10.1016/j.heliyon.2020.e05543
  9. Felix, A., Stefanus Kembau, A., Kusuma Wardhani, N., Hanny, G., & Debbyana Wijaya, S. (2024). Analisis Faktor-Faktor Yang Mempengaruhi Customer Experience Dalam Pembelian Tiket Konser Pada Tiket.Com. Economics and Digital Business Review.
  10. Gao, M., Kortum, P., & Oswald, F. (2018). Psychometric evaluation of the USE (usefulness, satisfaction, and ease of use) questionnaire for reliability and validity. Proceedings of the Human Factors and Ergonomics Society, 3, 1414–1418. https://doi.org/10.1177/1541931218621322
  11. Guan, S., Chao, C. W. (Fred), & Tian, F. (2024). Experience intensification to purchase intentions of derivative works in service-intensive industries: An empirical study. Journal of Retailing and Consumer Services, 79. https://doi.org/10.1016/j.jretconser.2024.103837
  12. Hair, G. Tomas M. Hult, Christian M. Ringle, Marko Sarstedt, Nicholas P. Danks, & Soumya Ray. (2021). Classroom Companion: Business Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R AAWorkbook. http://www.
  13. Hair, J. F., Page, M., & Brunsveld, N. (2019). Essentials of Business Research Methods; Fourth Edition.
  14. Hair, J. F., Ringle, C. M., & Marko, Sarstedt. (2021). Partial Least Squares Structural Equation Modeling. In Handbook of Market Research (pp. 1–47). Springer International Publishing. https://doi.org/10.1007/978-3-319-05542-8_15-2
  15. Hair, J. F., Ringle, C. M., & Sarstedt, M. (2013). Partial Least Squares Structural Equation Modeling: Rigorous Applications, Better Results and Higher Acceptance. In Long Range Planning (Vol. 46, Issues 1–2, pp. 1–12). Elsevier Ltd. https://doi.org/10.1016/j.lrp.2013.01.001
  16. Haryanto, A. T., & Wulandari, F. (2022). Social Influence, Religiosity, and Salesperson Service on Saving Intention in Islamic Banks: The Mediating Role of Perceived Ease of Use of Technology. Shirkah: Journal of Economics and Business, 7(2). https://doi.org/10.22515/shirkah.v7i2.506
  17. Hong, J., & Kim, B. (2020). Service quality, relationship benefit and experience value in the auto repair services sector. Journal of Open Innovation: Technology, Market, and Complexity, 6(2). https://doi.org/10.3390/JOITMC6020030
  18. Hsu, C. L., Chen, M. C., & Kumar, V. (2018). How social shopping retains customers? Capturing the essence of website quality and relationship quality. Total Quality Management and Business Excellence, 29(1–2), 161–184. https://doi.org/10.1080/14783363.2016.1171706
  19. Keni, K., Teoh, A. P., Vincent, V., & Sari, W. P. (2022). Luxury Brand Perception, Social Influence, and Brand Personality to Predict Purchase Intention. Jurnal Komunikasi, 14(1), 237. https://doi.org/10.24912/jk.v14i1.11847
  20. Meijerink, J., & Schoenmakers, E. (2020). Why are online reviews in the sharing economy skewed toward positive ratings? Linking customer perceptions of service quality to leaving a review of an Airbnb stay. Journal of Tourism Futures, 7(1), 5–19. https://doi.org/10.1108/JTF-04-2019-0039
  21. Peña-García, N., Gil-Saura, I., Rodríguez-Orejuela, A., & Siqueira-Junior, J. R. (2020). Purchase intention and purchase behavior online: A cross-cultural approach. Heliyon, 6(6). https://doi.org/10.1016/j.heliyon.2020.e04284
  22. Syah, M. A., & Indriani, F. (2020). ANALISIS PENGARUH ONLINE CUSTOMER REVIEW TERHADAP MINAT BELI KONSUMEN PADA PRODUK KOSMETIK (Studi Kasus pada Pengguna Famaledaily Indonesia). DIPONEGORO JOURNAL OF MANAGEMENT, 9(3), 1–9. http://ejournal-s1.undip.ac.id/index.php/dbr
  23. Thomas, M.-J., Wirtz, B. W., & Weyerer, J. C. (2019). DETERMINANTS OF ONLINE REVIEW CREDIBILITY AND ITS IMPACT ON CON-SUMERS’ PURCHASE INTENTION. In Journal of Electronic Commerce Research (Vol. 20).
  24. Tjokrosaputro, M., & Cokki, C. (2020). The Role of Social Influence Towards Purchase Intention With Value Perception as Mediator: A Study on Starbucks Coffee as an Environmentally Friendly Product.
  25. Vakulenko, Y., Shams, P., Hellström, D., & Hjort, K. (2019). Online retail experience and customer satisfaction: the mediating role of last mile delivery. International Review of Retail, Distribution and Consumer Research, 29(3), 306–320. https://doi.org/10.1080/09593969.2019.1598466
  26. Vera, J., & Trujillo, A. (2013). Service quality dimensions and superior customer perceived value in retail banks: An empirical study on Mexican consumers. Journal of Retailing and Consumer Services, 20(6), 579–586. https://doi.org/10.1016/j.jretconser.2013.06.005
  27. Ying, S., Sindakis, S., Aggarwal, S., Chen, C., & Su, J. (2021). Managing big data in the retail industry of Singapore: Examining the impact on customer satisfaction and organizational performance. European Management Journal, 39(3), 390–400. https://doi.org/10.1016/j.emj.2020.04.001
  28. Zhou, Q., Sotiriadis, M., & Shen, S. (2023). Using TikTok in tourism destination choice: A young Chinese tourists’ perspective. Tourism Management Perspectives, 46. https://doi.org/10.1016/j.tmp.2023.101101
  29. Zhu, L., Li, H., Wang, F. K., He, W., & Tian, Z. (2020). How online reviews affect purchase intention: a new model based on the stimulus-organism-response (S-O-R) framework. Aslib Journal of Information Management, 72(4), 463–488. https://doi.org/10.1108/AJIM-11-2019-0308

Similar Articles

You may also start an advanced similarity search for this article.