The influence of Customer Expectation, Perceived Enjoyment, Perceived Ease of Use, and customer satisfaction on Repurchase Intention of vidio.com Streaming Service Providers

Abstract

Objective: This research was conducted to find out whether Customer expectation (EXP), user satisfaction (SAT), Perceived Enjoyment (PE), Perceived Ease of Use (PEOU) influence each other and also influence repurchase intention (RPI) on the Vidio.com streaming service site. This research is modified because it uses an existing theory but uses a different object. Methods: This study used a quantitative method using questionnaires. This study has a population of 34.052 (thirty four thousand fifty two) Telkom University students and the questionnaire was distributed to a sample of 379 (three hundred seventy nine) Telkom University students using a purposive sampling. The analytical method used is Structural Equation Modeling (SEM) that based on variance (partial least squares). Results: The research results obtained show that customer expectation and customer expectation have a positive and significant influence on perceived ease of use partially. Customer expectation, perceived enjoyment, and perceived ease of use have a positive and significant influence on satisfaction partially. Perceived ease of use has a positive and significant influence on perceived enjoyment. Satisfaction and perceived enjoyment have a positive and significant influence on repurchase intention partially. But perceived ease of use does not have positively and significant influence on repurchase intention. Conclusions: The vidio.com site provider must continue to improve service quality, product quality and site design quality to meet customer expectations, increase perceived enjoyment, provide its own chat room, provide better and newest products, and also maintain good relations with consumers so that consumers will feel satisfied and interested in making repeat purchases. For future researchers who want to research the same material, they should add or replace several variables such as perceived usefulness, perceived quality, perceived emotional value, perceived social value, etc, and also change the broader research object so that they can find out the factors that can influence consumer repurchase intention for a product or service.