E-Commerce Site of SMEs Customer Satisfaction: How the Role of Brand Leadership?
DOI:
https://doi.org/10.5555/ijosmas.v3i2.136Keywords:
Brand leadership, customer satisfaction, e-commerce, SMEs.Abstract
This study aims to investigate the effect of brand leadership (consisting of the dimensions of quality, value, innovation, and popularity) perceived by consumers of an e-commerce website on customer satisfaction among private college students. The sample of this research was taken from 171 private college students using a simple random sampling technique and using SEM (Structural Equation Model) with SmartPLS software version 3.0 as a statistical tool. The results of this study indicate that all dimensions of brand leadership have a positive and significant effect on customer satisfaction. The quality dimension has the most influence to drive customer satisfaction on e-commerce sites. Then followed by the dimensions of value, innovation, and popularity. The study notes that consumers have logical opinions on leading brands even when they are not yet popular. Online reviews and word-of-mouth reviews can be used to increase brand popularity based on the best product quality.
Downloads
References
Amri, W. A. A., Asbari, M., Gazali, Novitasari, D., & Purwanto, A. (2021). The Effect of Religiosity and Service Quality on Job Satisfaction: A Case Study of MSME Employees. International Journal of Social and Management Studies (IJOSMAS), 01(01), 53–63. https://doi.org/https://doi.org/10.5555/ijosmas.v2i1.7
Binus.ac.id. (2019). Perilaku Belanja Online di Indonesia. 23 Aug 2019. https://binus.ac.id/bandung/2019/08/perilaku-belanja-online-di-indonesia/
Chang, Y., & Ko, Y. J. (2014). The brand leadership: Scale development and validation. Journal of Brand Management, 21(1), 63–80. https://doi.org/10.1057/bm.2013.23
Chin, W. (1998). The Partial Least Squares Approach to Structural Equation Modeling (E. Modern Methods for Business Research, In: G. A. Marcoulides (ed.)). Lawrence Erlbaum Associates Publisher.
Chiu, W., & Cho, H. (2019). E-commerce brand: The effect of perceived brand leadership on consumers’ satisfaction and repurchase intention on e-commerce websites. Asia Pacific Journal of Marketing and Logistics, 33(6), 1339–1362. https://doi.org/10.1108/APJML-10-2018-0403
Creswell, J. W., & Creswell, J. D. (2017). Research design: Qualitative, quantitative, and mixed methods approaches. Sage publications.
Fornell, C., & Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18(1), 39. https://doi.org/10.2307/3151312
Garín-Muñoz, T., López, R., Pérez-Amaral, T., Herguera, I., & Valarezo, A. (2019). Models for individual adoption of eCommerce, eBanking and eGovernment in Spain. Telecommunications Policy, 43(1), 100–111.
Ghozali, I. (2014). Structural Equation Modeling, Metode Alternatif dengan Partial Least Square (PLS) (4th ed.). Badan Penerbit Universitas Diponegoro.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate Data Analysis (7th ed.). Pearson Prentice Hall.
Hair, Joe F, Sarstedt, M., Ringle, C. M., & Mena, J. A. (2012). An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of the Academy of Marketing Science, 40(3), 414–433.
Hair Jr, J. F., Sarstedt, M., Ringle, C. M., & Gudergan, S. P. (2017). Advanced issues in partial least squares structural equation modeling. saGe publications.
Janda, S., Trocchia, P. J., & Gwinner, K. P. (2002). Consumer perceptions of Internet retail service quality. International Journal of Service Industry Management, 13(5), 412–431. https://doi.org/10.1108/09564230210447913
Novitasari, D., Asbari, M., & Sasono, I. (2021). Pengaruh Religiusitas dan Kualitas Pelayanan terhadap Kepuasan Kerja. Jurnal Manajemen Strategi Dan Aplikasi Bisnis, 4(1), 117–130. https://doi.org/https://doi.org/10.36407/jmsab.v4i1.268
Novitasari, D., Asbari, M., Wijaya, M. R., & Yuwono, T. (2020). Effect of Organizational Justice on Organizational Commitment: Mediating Role of Intrinsic and Extrinsic Satisfaction. International Journal of Science and Management Studies (IJSMS), 3(3), 96–112. http://www.ijsmsjournal.org/volume3-issue3.html
Novitasari, D., Goestjahjanti, F. S., & Asbari, M. (2020). The Role of Readiness to Change between Transformational Leadership and Performance: Evidence from a Hospital during Covid-19 Pandemic. APMBA (Asia Pacific Management and Business Application), 9(1), 37–56. https://doi.org/10.21776/ub.apmba.2020.009.01.4
Novitasari, D., Napitupulu, B. B. J., Abadiyah, S., Silitonga, N., & Asbari, M. (2022). Linking between Brand Leadership , Customer Satisfaction , and Repurchase Intention in the E-commerce Industry. International Journal of Social and Management Studies, 03(01), 280–289. https://ijosmas.org/index.php/ijosmas/article/view/109/90
Purwanto, A., Asbari, M., & Santoso, T. I. (2021a). Analisis Data Penelitian Manajemen Pendidikan: Perbandingan Hasil antara Amos, SmartPLS, WarpPLS, dan SPSS untuk Jumlah Sampel Kecil. International Journal of Social, Policy and Law (IJOSPL), 01(01), 111–122. https://ijospl.org/index.php/ijospl/article/view/64
Purwanto, A., Asbari, M., & Santoso, T. I. (2021b). Education Management Research Data Analysis: Comparison of Results between Lisrel, Tetrad, GSCA, Amos, Smartpls, Warppls, And SPSS for Small Samples. Nidhomul Haq: Jurnal Manajemen Pendidikan Islam, 6(2), 382–399. https://e-journal.ikhac.ac.id/index.php/nidhomulhaq/article/view/1575
Purwanto, A., Asbari, M., Santoso, T. I., Haque, M. G., & Nurjaya. (2019). Marketing Research Quantitative Analysis for Large Sample: Comparing of Lisrel, Tetrad, GSCA, Amos, SmartPLS, WarpPLS, and SPSS. Jurnal Ilmiah Ilmu Administrasi Publik: Jurnal Pemikiran Dan Penelitian Administrasi Publik, 9(2), 355–372. https://ojs.unm.ac.id/iap/article/view/22803
Purwanto, A., Asbari, M., Santoso, T. I., Paramarta, V., & Sunarsih, D. (2020). Social and Management Research Quantitative Analysis for Medium Sample: Comparing of Lisrel, Tetrad, GSCA, Amos, SmartPLS, WarpPLS, and SPSS. Jurnal Ilmiah Ilmu Administrasi Publik: Jurnal Pemikiran Dan Penelitian Administrasi Publik, 9(2), 518–532. https://ojs.unm.ac.id/iap/article/view/22804
Asbari, M., Wijayanti, L. M., Hyun, C. C., Imelda, D., & Purwanto, A. (2020). Hard Skills Atau Soft Skills: Manakah Yang Lebih Penting Bagi Inovasi Guru. Edumaspul: Jurnal Pendidikan, 4(1), 1-20.
Purwanto, A., Purba, J. T., Bernarto, I., & Sijabat, R. (2021). Effect of transformational leadership, job satisfaction, and organizational commitments on organizational citizenship behavior. Inovbiz: Jurnal Inovasi Bisnis, 9(1), 61-69.
Novitasari, D., Siswanto, E., Purwanto, A., & Fahmi, K. (2020). Authentic Leadership and Innovation: What is the Role of Psychological Capital?. International Journal of Social and Management Studies, 1(1), 1-21.
Purwanto, A., Purba, J. T., Bernarto, I., & Sijabat, R. (2021). Peran Organizational Citizenship Behavior (OCB), Transformational and Digital Leadership Terhadap Kinerja Melalui Mediasi Komitmen Organisasi Pada Family Business. JENIUS (Jurnal Ilmiah Manajemen Sumber Daya Manusia), 4(3), 256-272.
Fayzhall, M., Purwanto, A., Asbari, M., Goestjahjanti, F. S., Winanti, W., Yuwono, T., ... & Suryani, P. (2020). Transformational versus Transactional Leadership: Manakah yang Mempengaruhi Kepuasan Kerja Guru?. EduPsyCouns: Journal of Education, Psychology and Counseling, 2(1), 256-275.
Purwanto, A., Asbari, M., Prameswari, M., & Ramdan, M. (2020). GAYA KEPEMIMPINAN DI MADRASAH ALIYAH: AUTHENTIC, TANSFORMATIONAL, AUTHORITARIAN ATAU TRANSACTIONAL?. Nidhomul Haq: Jurnal Manajemen Pendidikan Islam, 5(1), 15-31.
Nuryanti, Y., Novitasari, D., Nugroho, Y. A., Fauji, A., Gazali, G., & Asbari, M. (2020). Meningkatkan Komitmen Organisasional Dosen: Analisis Pengaruh Kepemimpinan Perguruan Tinggi dan Kepuasan Intrinsik & Ekstrinsik Dosen. EduPsyCouns: Journal of Education, Psychology and Counseling, 2(1), 561-581.
Fikri, M. A. A., Asbari, M., Purwanto, A., Nugroho, Y. A., Waruwu, H., Fauji, A., ... & Dewi, W. R. (2020). A Mediation Role of Organizational of Learning on Relationship of Hard Skills, Soft Skills, Innovation and Performance: Evidence at Islamic School. EduPsyCouns: Journal of Education, Psychology and Counseling, 2(1), 398-423.
Purwanto, A., Asbari, M., Santoso, T. I., Sunarsi, D., & Ilham, D. (2021). Education Research Quantitative Analysis for Little Respondents: Comparing of Lisrel, Tetrad, GSCA, Amos, SmartPLS, WarpPLS, and SPSS. Jurnal Studi Guru Dan Pembelajaran, 4(2), 335–350. https://e-journal.my.id/jsgp/article/view/1326
Purwanto, A., Novitasari, D., & Asbari, M. (2022). Tourist Satisfaction and Performance of Tourism Industries: How The Role of Innovative Work Behaviour, Organizational Citizenship Behaviour? Journal of Industrial Engineering & Management Research, 3(1), 1–12. https://jiemar.org/index.php/jiemar/article/view/246
Roscoe, A. M., Lang, D., & Sheth, J. N. (1975). Follow-up Methods, Questionnaire Length, and Market Differences in Mail Surveys: In this experimental test, a telephone reminder produced the best response rate and questionnaire length had no effect on rate of return. Journal of Marketing, 39(2), 20–27.
Sarstedt, M., Ringle, C. M., Smith, D., Reams, R., & Hair Jr, J. F. (2014). Partial least squares structural equation modeling (PLS-SEM): A useful tool for family business researchers. Journal of Family Business Strategy, 5(1), 105–115.
Sekaran, U., & Bougie, R. (2003). Research Methods For Business: A Skill Building Approach (Sixth edit). John Wiley and Sons, Inc.
Sullivan, Y. W., & Kim, D. J. (2018). Assessing the effects of consumers’ product evaluations and trust on repurchase intention in e-commerce environments. International Journal of Information Management, 39, 199–219.
Suroso, Novitasari, D., Nugroho, Y. A., Chidir, G., & Asbari, M. (2021). Managing MSME Innovation Performance : Analysis of Knowledge-Oriented Leadership and Knowledge Management Capability. Edukatif : Jurnal Ilmu Pendidikan, 3(6), 4541–4555. https://edukatif.org/index.php/edukatif/article/view/1506
Tsagkias, M., King, T. H., Kallumadi, S., Murdock, V., & de Rijke, M. (2021). Challenges and research opportunities in ecommerce search and recommendations. ACM SIGIR Forum, 54(1), 1–23.
Widiandita, B. K., & Ketut, G. I. A. (2020). The effect of perceived brand leadership towards consumer satisfaction and repurchase intention on e-commerce website. Russian Journal of Agricultural and Socio-Economic Sciences, 97(1).
Wiyono, N., Abadiyah, S., Kumoro, D. F. C., Asbari, M., & Novitasari, D. (2021). Kepemimpinan Merek pada Website E-commerce: Analisis Pengaruhnya terhadap Niat Pembelian Ulang. Edukatif : Jurnal Ilmu Pendidikan, 3(6), 4689–4699. https://edukatif.org/index.php/edukatif/article/view/1542
Fatonia, N. A., Nurkhayatic, E., Nurdiawatid, E., Fidziahe, G. P., Adhag, S., Irawanh, A. P., ... & Azizik, E. (2020). University students online learning system during Covid-19 pandemic: Advantages, constraints and solutions. Systematic Reviews in Pharmacy, 11(7), 570-576.
Purwanto, A., Purba, J. T., Bernarto, I., & Sijabat, R. (2021). Effect of transformational leadership, job satisfaction, and organizational commitments on organizational citizenship behavior. Inovbiz: Jurnal Inovasi Bisnis, 9(1), 61-69.
Purwanto, A., Asbari, M., Prameswari, M., & Ramdan, M. (2020). GAYA KEPEMIMPINAN DI MADRASAH ALIYAH: AUTHENTIC, TANSFORMATIONAL, AUTHORITARIAN ATAU TRANSACTIONAL?. Nidhomul Haq: Jurnal Manajemen Pendidikan Islam, 5(1), 15-31.
Novitasari, D., Siswanto, E., Purwanto, A., & Fahmi, K. (2020). Authentic Leadership and Innovation: What is the Role of Psychological Capital?. International Journal of Social and Management Studies, 1(1), 1-21.
Purwanto, A., Purba, J. T., Bernarto, I., & Sijabat, R. (2021). Peran Organizational Citizenship Behavior (OCB), Transformational and Digital Leadership Terhadap Kinerja Melalui Mediasi Komitmen Organisasi Pada Family Business. JENIUS (Jurnal Ilmiah Manajemen Sumber Daya Manusia), 4(3), 256-272.
Fikri, M. A. A., Asbari, M., Purwanto, A., Nugroho, Y. A., Waruwu, H., Fauji, A., ... & Dewi, W. R. (2020). A Mediation Role of Organizational of Learning on Relationship of Hard Skills, Soft Skills, Innovation and Performance: Evidence at Islamic School. EduPsyCouns: Journal of Education, Psychology and Counseling, 2(1), 398-423.
Fayzhall, M., Purwanto, A., Asbari, M., Goestjahjanti, F. S., Winanti, W., Yuwono, T., ... & Suryani, P. (2020). Transformational versus Transactional Leadership: Manakah yang Mempengaruhi Kepuasan Kerja Guru?. EduPsyCouns: Journal of Education, Psychology and Counseling, 2(1), 256-275.
Asbari, M., Wijayanti, L. M., Hyun, C. C., Imelda, D., & Purwanto, A. (2020). Hard Skills Atau Soft Skills: Manakah Yang Lebih Penting Bagi Inovasi Guru. Edumaspul: Jurnal Pendidikan, 4(1), 1-20.
Purwanto, A., Asbari, M., Santoso, T. I., Sunarsi, D., & Ilham, D. (2021). Education Research Quantitative Analysis for Little Respondents: Comparing of Lisrel, Tetrad, GSCA, Amos, SmartPLS, WarpPLS, and SPSS. Jurnal Studi Guru Dan Pembelajaran, 4(2).
Purwanto, A., Asbari, M., Hartuti, H., Setiana, Y. N., & Fahmi, K. (2021). Effect of psychological capital and authentic leadership on innovation work behavior. International Journal of Social and Management Studies, 2(1), 1-13.
Asbari, M., Wijayanti, L., Hyun, C. C., Purwanto, A., Santoso, P. B., Bernarto, I., ... & Fayzhall, M. (2020). The role of knowledge transfer and organizational learning to build innovation capability: Evidence from Indonesian automotive industry. International Journal of Control and Automation, 13(1), 319-333.
Asbari, M., Wijayanti, L., Hyun, C. C., Purwanto, A., Santoso, P. B., Bernarto, I., ... & Fayzhall, M. (2020). The role of knowledge transfer and organizational learning to build innovation capability: Evidence from Indonesian automotive industry. International Journal of Control and Automation, 13(1), 319-333.
Purwanto, A., Asbari, M., Hartuti, H., Setiana, Y. N., & Fahmi, K. (2021). Effect of psychological capital and authentic leadership on innovation work behavior. International Journal of Social and Management Studies, 2(1), 1-13.
Azizaha, Y. N., Rijalb, M. K., Rumainurc, U. N. R., Pranajayae, S. A., Ngiuf, Z., Mufidg, A., ... & Maui, D. H. (2020). Transformational or transactional leadership style: which affects work satisfaction and performance of Islamic University Lecturers during COVID-19 pandemic. Systematic Reviews in Pharmacy, 11(7), 577-588.
Purwanto, A., Asbari, M., & Hadi, A. H. (2020). Pengaruh Gaya Kepemimpinan Tansformational, Authentic, Authoritarian, Transactional Terhadap Kinerja Guru Pesantren di Tangerang. Dirasah: Jurnal Studi Ilmu dan Manajemen Pendidikan Islam, 3(1), 85-110.
Purwanto, A., Asbari, M., Prameswari, M., Ramdan, M., & Setiawan, S. (2020). Dampak Kepemimpinan, Budaya Organisasi dan Perilaku Kerja Inovatif Terhadap Kinerja Pegawai Puskesmas. Jurnal Ilmu Kesehatan Masyarakat, 9(01), 19-27.
Purwanto, A., Asbari, M., & Santoso, P. B. (2019). Pengaruh Kompetensi, Motivasi, Kepemimpinan, Komitmen dan Budaya Kerja Sistem Manajemen Integrasi ISO 9001, ISO 14000 dan ISO 45001 Pada Industri Otomotif. Jurnal Produktivitas: Jurnal Fakultas Ekonomi Universitas Muhammadiyah Pontianak, 6(2).
Fayzhall, M., Purwanto, A., Asbari, M., Basuki, S., Mustofa, M., Hutagalung, D., ... & Andriyani, Y. (2020). Pengaruh Gaya Kepemimpinan Terhadap Kapabilitas Inovasi Guru Dalam Perspektif Organizational Learning. EduPsyCouns: Journal of Education, Psychology and Counseling, 2(1), 64-91.