The Effect of Perceived Risk and Expectation Confirmation Model on Purchase Intention Through McDonald’s App
Keywords:Performance Confirmation, Perceived Usefulness, Perceived Risk, Satisfaction, Repurchase Intention.
This study aims to analyze the effect of perceived risk and Expectation Confirmation Model (ECM) towards repurchase intention through the McDonald's application. In particular, this study analyzed the effect of performance confirmation, perceived usefulness, perceived risk, satisfaction towards repurchase intention. The research method used is a quantitative approach. The number of samples used in this study are 290 respondents through an online questionnaire. The data analyzed with structural equation modeling (SEM) and processed by AMOS 24.0. The results of the SEM analysis show that perceived confirmation has a positive and significant effect on perceived usefulness and satisfaction. Perceived usefulness has a positive and significant effect on satisfaction. Satisfaction has a positive and significant effect on repurchase intention. Perceived risk has a positive and not significant effect on satisfaction. Also, perceived risk has negative and not significant effect on perceived usefulness and repurchase intention.
. Jayani, D. H. (2019, 9 19). 10 Alasan Membeli Makanan Secara Online. Retrieved from katadata.co.id: https://databoks.katadata.co.id/datapublish/2019/09/19/10-alasan-membeli-makanan-secara-online
. Hariyanti, D. (2021, 6 9). Survei KIC: Ada Tiga Layanan Digital yang Semakin Banyak Dipakai Gen Z. Retrieved from katadata.co.id: https://katadata.co.id/padjar/berita/60c0385836fd9/survei-kic-ada-tiga-layanan-digital-yang-semakin-banyak-dipakai-gen-z
. Anonymous. (2019, 5 14). McDonald’s Indonesia Launches Mobile Application. Retrieved from mcdonalds.co.id: https://mcdonalds.co.id/newsroom/press-release/mcdonalds-indonesia-launches-mobile-application
. Bhattacherjee, A. (2001). Understanding Information Systems Continuance: An Expectation-Confirmation Model. MIS Quarterly, 25(3), 351.
. Lin, C. S., Wu, S., & Tsai, R. J. (2005). Integrating perceived playfulness into expectation-confirmation model for web portal context. Information & Management, 42(5), 683–693.
. Aditya, R., & Wardhana, A. (2016). Pengaruh perceived usefulness dan perceived ease of use terhadap behavioral intention dengan pendekatan Technology Acceptance Model (TAM) pada pengguna Instant Messaging LINE di Indonesia. Jurnal Siasat Bisnis, 20(1), 24–32.
. Amin, M., Rezaei, S., & Abolghasemi, M. (2014). User satisfaction with mobile websites: The impact of perceived usefulness (PU), perceived ease of use (PEOU) and trust. Nankai Business Review International, 5(3), 258–274.
. Sarkar, S., & Khare, A. (2018). Influence of Expectation Confirmation, Network Externalities, and Flow on Use of Mobile Shopping Apps. International Journal of Human–Computer Interaction, 35(16), 1449–1460.
. Sfenrianto, S., Wijaya, T., & Wang, G. (2018). Assessing the Buyer Trust and Satisfaction Factors in the E-Marketplace. Journal of Theoretical and Applied Electronic Commerce Research, 13(2), 43–57.
. Wu, I.-L., Chiu, M.-L., & Chen, K.-W. (2020). Defining the determinants of online impulse buying through a shopping process of integrating perceived risk, expectation-confirmation model, and flow theory issues. International Journal of Information Management, 52, 102099.
. Dabrynin, H., & Zhang, J. (2019). The Investigation of the Online Customer Experience and Perceived Risk on Purchase Intention in China. Journal of Marketing Development and Competitiveness, 13(2).
. Zhang, Y., Sun, J., Yang, Z., & Wang, Y. (2018). What Makes People Actually Embrace or Shun Mobile Payment: A Cross-Culture Study. Mobile Information Systems, 2018, 1–13.
. Tandon, U., Kiran, R., & Sah, A. N. (2017). The influence of website functionality, drivers and perceived risk on customer satisfaction in online shopping: An emerging economy case. Information Systems and E-Business Management, 16(1), 57–91
. Suhaily, L., & Soelasih, Y. (2017). What Effects Repurchase Intention of Online Shopping. International Business Research, 10(12), 113.
. Kim, C., Galliers, R. D., Shin, N., Ryoo, J.-H., & Kim, J. (2012). Factors influencing Internet shopping value and customer repurchase intention. Electronic Commerce Research and Applications, 11(4), 374–387.
. Phuong, N. N. D., & Dai Trang, T. T. (2018). Repurchase Intention: The Effect of Service Quality, System Quality, Information Quality, and Customer Satisfaction as Mediating Role: A PLS Approach of M-Commerce Ride Hailing Service in Vietnam. Marketing and Branding Research, 5(2), 78–91.
. Kemenperin.go.id. (2017). Industri Makanan dan Minuman Masih Jadi Andalan. Dalam https://kemenperin.go.id/artikel/18465/Industri-Makanan-dan-Minuman-Masih-Jadi-Andalan
. Kominfo.go.id. (2021). Industri Makanan dan Minuman Diakselerasi Menuju Transformasi Digital. Dalam https://www.kominfo.go.id/content/detail/33978/industri-makanan-dan-minuman-diakselerasi-menuju-transformasi-digital/0/berita
. Anonymous. (n.d.). Sejarah McDonald's Indonesia. Retrieved from https://mcdonalds.co.id/about
. Tho, N. X., Lai, M.-T., & Yan, H. (2017). The Effect of Perceived Risk on Repurchase Intention and Word – of – Mouth in the Mobile Telecommunication Market: A Case Study from Vietnam. International Business Research, 10(3), 8.
. Cengiz, E. (2010). Measuring Customer Satisfaction: Must Or Not? Journal of Naval Science and Engineering, 6(2), 76–88.
. Mohamed, N., Hussein, R., Hidayah Ahmad Zamzuri, N., & Haghshenas, H. (2014). Insights into individual’s online shopping continuance intention. Industrial Management & Data Systems, 114(9), 1453–1476.
. Jahangir, N., & Begum, N. (2008). The role of perceived usefulness, perceived ease of use, security and privacy, and customer attitude to engender customer adaptation in the context of electronic banking. African Journal of Business Management, 2(1), 032–040.
. Taylor, J. W. (1974). The Role of Risk in Consumer Behavior. Journal of Marketing, 38(2), 54.
. Liang, L. J., Choi, H. C., & Joppe, M. (2017). Understanding repurchase intention of Airbnb consumers: Perceived authenticity, electronic word-of-mouth, and price sensitivity. Journal of Travel & Tourism Marketing, 35(1), 73–89.
. Shin, Y., Thai, V. V., Grewal, D., & Kim, Y. (2017). Do corporate sustainable management activities improve customer satisfaction, word of mouth intention and repurchase intention? Empirical evidence from the shipping industry. The International Journal of Logistics Management, 28(2), 555–570.
. Ashfaq, M., Yun, J., Waheed, A., Khan, M. S., & Farrukh, M. (2019). Customers’ Expectation, Satisfaction, and Repurchase Intention of Used Products Online: Empirical Evidence From China. SAGE Open, 9(2).
. Leung, L. S. K. (2020). The Impact of Diurnal Preferences on Customer Satisfaction, Word of Mouth and Repurchasing: A Study in Indian College Online Shoppers. Asia-Pacific Journal of Management Research and Innovation, 16(1), 21–30.
. Hox, J. J., & Bechger, T. M. (1999). An Introduction to Structural Equation Modeling. Family Science Review, 11, 354–373.
. Ghozali, I. (2014). Model Persamaan Struktural Konsep dan Aplikasi dengan Program AMOS 22.0 (6th ed.). Penerbit Universitas Diponegoro.
. Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2009). Multivariate Data Analysis (7th ed.). Prentice-Hall.
. Styarini, F., & Riptiono, S. (2020). Analisis Pengaruh Customer Trust Terhadap Keputusan Menggunakan Mobile Banking Melalui Perceived Risk dan Perceived Usefulness Sebagai Variabel Intervening (Studi pada Pengguna Aplikasi Mobile Banking Bank BRI di Kantor Cabang Kebumen). Jurnal Ilmiah Mahasiswa Manajemen, Bisnis dan Akuntansi, 2(4).
. Octaviani, E. S., & Gunawan. H. (2018). Perceived Risk on Consumer Online Shopping Behaviour. Journal of Applied Accounting and Taxation,3(2), 203–209.
. Bahar, S., Hadi, R., & Febrianto, A. (2020). Pengaruh Kualitas Layanan, Perceived Risk Terhadap Kepuasan Pengguna Dan Minat Membeli Kembali Pada Toko Online Bukalapak.Com. Jurnal Bisnis dan Pembangunan, 9(2).
How to Cite
Copyright (c) 2022 Anas Hidayat
This work is licensed under a Creative Commons Attribution 4.0 International License.