Membangun Loyalitas Pengguna Aplikasi Shopback Melalui Program Cashback dan Voucher Diskon
Abstract
The aim of this research is to analyze customer loyalty through the cashback program and discount vouchers provided by the ShopBack application. Descriptive qualitative with survey design is the type of research used. The Shopback application acts as a research object. Interviews with 5 sources who used the ShopBack application were the primary data source used, while comprehensive observations of phenomena in the ShopBack application review feature on the AppStore and PlayStore from January to September 2023 were the secondary data source used. The research results show that cashback and discount vouchers have helped the ShopBack application increase customer loyalty. The ShopBack application has succeeded in creating an attractive online shopping ecosystem for its customers by combining strategy and customer data analysis. This effort can be a good example for other e-Payment applications that want to increase customer loyalty in the competitive digital era.
References
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Das, Dipankar, and Vivek Sharadadevi Jadhav. “Non-Linear Pricing in ECommerce: An Exploration.†Journal of Economic Studies 49, no. 8 (2022): 1453–1475.
Dayan, M., I. A. Kuwaiti, Z. Husain, P. Y. Ng, and A. Dayan. “Factors Infuencing Patient Loyalty to Outpatient Medical Services: An Empirical Analysis of the UAE’s
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Duffy, Dennis L. “Internal and External Factors Which Affect Customer Loyalty.†Journal Of Consumer Marketing20, no. 5 (2003): 480–485.
Foscht, Thomas, Judith Schloffer, Cesar Maloles III, and Swee L. Chia. “Assessing the Outcomes of Generationâ€Y Customers’ Loyalty.†International Journal of Bank Marketing27, no. 3 (2009): 218–241.
Giovanis, A., P. Athanasopoulou, and E. Tsoukatos. “The Role of Service Fairness in the Service Quality –Relationship Quality – Customer Loyalty Chain: An Empirical Study.†Journal of Service Theory and Practice 25, no. 6 (2015): 744–776.
Goncalves, Fabio MRR, Carlos JF Candido, and Isabel Maria Pereira LuÃs Feliciano. “Inertia, Group Conformity and Customer Loyalty in Healthcare in the Information Age.†Journal of Service Theory and Practice 30, no. 3 (2020): 307–330.
Gornostaeva, Galina. “The Development of Digital Commerce in the Fashion Industry: The Typology of Emerging Designers in London.†Technological Forecasting and Social Change 186 (2023): 1–8.
Halawa, Fransiscus Amonio. “Peluang Bisnis Online Situs Voucher Diskon.†Jurnal Pengabdian dan Kewirausahaan 2, no. 2 (2018): 105–111.
Hasyim, Umar, and Hapzi Ali. “Reuse Intention Models through Customer Satisfaction During the Covid-19 Pandemic: Cashback Promotion and E-Service Quality Case Study: OVO Electronic Money in Jakarta.†Dinasti International Journal of Digital Business Management 3, no. 3 (2022): 440–450.
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Kajol, K., Ranjit Singh, and Justin Paul. “Adoption of Digital Financial Transactions: A Review of Literature and Future Research Agenda.†Technological Forecasting and Social Change184 (2022): 1–8.
Keshavarz, Yousef, and Dariyoush Jamshidi. “Service Quality Evaluation and the Mediating Role of Perceived Value and Customer Satisfaction in Customer Loyalty.†International Journal of Tourism Cities 4, no. 2 (2018): 220–244.
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Laksono, Ferrynela Purbo, and R. Rubiyatno. “Penerimaan Teknologi, Iklan, Dan Cashback Pengaruhnya Pada Minat Pembelian Ulang.†Madani: Jurnal Ilmiah Multidisiplin 1, no. 9 (2023): 138–148.
Lao, S. I., K. L. Choy, G. T. S. Ho, Y. C. Tsim, and N. S. H. Chung.“Determination of the Success Factors in Supply Chain Networks: A Hong Kongâ€Based Manufacturer’s
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Mehdi, Mokhalles Mohammad, Arshan Kler, and Lubna Nafees. “Factors Influencing M-Loyalty and Customer Reuse Intention Toward Mobile Instant Messaging Services.†Journal of Business & Industrial Marketing 1, no. 1 (2023): 1–6.
Mointi, Renny, and Oktovianus Sauw. “Promosi Cashback, Kepuasan Dan Loyalitas Pelanggan Dalam Pelayanan E-Commerce (Studi Kasus Pelanggan Tokopedia).†YUME: Journal of Management 6, no. 1 (2023): 251–259.
Nasrudiansyah, Dicky Septian, and Rita Ambarwati Sukmono. “Analysis of Cashback Marketing Content to Increase Business Competitiveness Through the Electronic Trading Company Marketplace.†Indonesian Journal of Innovation Studies 21 (2023): 10–21.
Paiola, Marco, Francesco Schiavone, Tatiana Khvatova, and Roberto Grandinetti. “Prior Knowledge, Industry 4.0 and Digital Servitization: An Inductive Framework.†Technological Forecasting and Social Change 171 (2021): 1–12.
Parmata, Uma Maheswari Devi, and Surya Prakash Chetla. “Effect of Service Quality on Doctor’s Satisfaction and Prescribing Behavior in Pharmaceutical Supply Chain – A Study with Reference to A Major Indian Pharmaceutical Company.†International Journal of Pharmaceutical and Healthcare Marketing 15, no. 2 (2021):
173–211.
Ponzoa, Jose M., Andres Gomez, Silvia Villaverde, and Vicente Diaz. “Technologically Empowered? Perception and Acceptance of AR Glasses and 3D Printers in New
Generations of Consumers.†Technological Forecasting and Social Change173 (2021): 1–13.
Prameswari, Ardhia, Dinda Namira Hsb, Luthfiah Nur Bayani, and Nurbaiti. “Analisis Faktor-Faktor Yang Mempengaruhi Minat Mahasiswa UINSU Medan Dalam Menggunakan Sistem Pembayaran E-Wallet.†JUSIBI (Jurnal Sistem Informasi Dan E-Bisnis) 4, no. 1 (2022): 60–70.
Pratika, Yeyen. “Understanding Behavior of Digital Money Application Usage on Adolescents.†International Journal of Economics, Business and Accounting Research (IJEBAR) 4, no. 1 (2020): 9–16.
Putri, Delia, and Azis Slamet Wiyono. “Pengaruh Harga, Voucher Diskon, Dan e-Service Quality Terhadap Loyalitas Pelanggan Layanan Grabfood.†Universitas Islam Negeri Raden Mas Said, 2023.
Rosyani, Perani, Devi Yunita, Intan KumalaSari, Muhammad Rosdiana, and Khoirunnisya. “Pemanfaatan Aplikasi Cashback Dalam Berbelanja Online.†J-ABDIPAMAS (Jurnal Pengabdian Kepada Masyarakat) 4, no. 1 (2020): 31–36.
Silva, Emmanuel Sirimal, and Francesca Bonetti. “Digital Humans in Fashion: Will Consumers Interact?†Journal of Retailing and Consumer Services 60, no. 102430 (2021): 1–36.
Susilawati, Eka, Estik Hari Prastiwi, and Yulyar Kartika. “Pengaruh Persepsi Harga, Diskon, Dan Customer Experience Terhadap Loyalitas Pelanggan Produk Fashion Shopee.†JAMIN: Jurnal Aplikasi Manajemen dan Inovasi Bisnis 5, no. 1 (2022): 1–16.
Tabrani, Mirza, Muslim Amin, and Ahmad Nizam. “Trust, Commitment, Customer Intimacy and Customer Loyalty in Islamic Banking Relationships.†International Journal of Bank Marketing 36, no. 5 (2018): 823–848.
Venkatakrishnan, Jeeva, Ravikumar Alagiriswamy, and Satyanarayana Parayitam. “Web Design and Trust as Moderators in the Relationship Between E-Service Quality, Customer Satisfaction and Customer Loyalty.†The TQM Journal Ahead-Of-Print 1, no. 1 (2023): 1–30.
Walton, Nigel, and Bhabani Shankar Nayak. “Rethinking of Marxist Perspectives on Big Data, Artificial Intelligence (AI) and Capitalist Economic Development.†Technological Forecasting and Social Change 166 (2021): 1–32.
Wangi, L. P., and A. Sonja. “Pengaruh Flash Sale Dan Cashback Terhadap Perilaku Impulse Buying Pada Pengguna Shopee.†Jurnal Bisnis dan Kajian Strategi Manajemen 1, no. 1 (2021): 79–91.
Zekos, Georgios I. “MNEs, Globalisation and Digital Economy: Legal and Economic Aspects.†Managerial Law 1, no. 2 (2003): 1–296
Aryatiningrum, S. W., and Al Insyirah. “Pengaruh Price Discount Terhadap Loyalitas Konsumen Pada Pengguna Online Marketplace.†Jurnal Ilmu Manajemen 8, no. 3 (2020): 946–953.
Belch, George Edward, and Michael A. Belch. Advertising and Promotion: An Intergrated Marketing Communications Perspective. 8th ed. New York: Pearson Education Inc, 2009.
Chang, Hsin Hsin, and Hsin-Wei Wang. “The Moderating Effect of Customer Perceived Value on Online Shopping Behaviour.†Online Information Review 35, no. 3 (2011): 333–359.
Chuah, Stephanie Hui-Wen, Philipp A. Rauschnabel, Malliga Marimuthu, Ramayah Thurasamy, and Bang Nguyen. “Why Do Satisfied Customers Defect? A Closer Look at the Simultaneous Effects of Switching Barriers and Inducements on Customer Loyalty.†Journal of Service Theory and Practice 27, no. 3 (2017): 616–641.
Darehshiri, Mahsa, Mahdi Ghaemi Asl, Oluwasegun Babatunde Adekoya, and Umer Shahzad. “Cross-Spectral Coherence and Dynamic Connectedness Among Contactless Digital Payments and Digital Communities, Enterprise Collaboration, and Virtual Reality Firms.†Technological Forecasting and Social Change 181 (2022): 1–8.
Das, Dipankar, and Vivek Sharadadevi Jadhav. “Non-Linear Pricing in ECommerce: An Exploration.†Journal of Economic Studies 49, no. 8 (2022): 1453–1475.
Dayan, M., I. A. Kuwaiti, Z. Husain, P. Y. Ng, and A. Dayan. “Factors Infuencing Patient Loyalty to Outpatient Medical Services: An Empirical Analysis of the UAE’s
Government Healthcare System.†International Journal of Quality & Reliability Management 39, no. 1 (2021): 176–203.
Duffy, Dennis L. “Internal and External Factors Which Affect Customer Loyalty.†Journal Of Consumer Marketing20, no. 5 (2003): 480–485.
Foscht, Thomas, Judith Schloffer, Cesar Maloles III, and Swee L. Chia. “Assessing the Outcomes of Generationâ€Y Customers’ Loyalty.†International Journal of Bank Marketing27, no. 3 (2009): 218–241.
Giovanis, A., P. Athanasopoulou, and E. Tsoukatos. “The Role of Service Fairness in the Service Quality –Relationship Quality – Customer Loyalty Chain: An Empirical Study.†Journal of Service Theory and Practice 25, no. 6 (2015): 744–776.
Goncalves, Fabio MRR, Carlos JF Candido, and Isabel Maria Pereira LuÃs Feliciano. “Inertia, Group Conformity and Customer Loyalty in Healthcare in the Information Age.†Journal of Service Theory and Practice 30, no. 3 (2020): 307–330.
Gornostaeva, Galina. “The Development of Digital Commerce in the Fashion Industry: The Typology of Emerging Designers in London.†Technological Forecasting and Social Change 186 (2023): 1–8.
Halawa, Fransiscus Amonio. “Peluang Bisnis Online Situs Voucher Diskon.†Jurnal Pengabdian dan Kewirausahaan 2, no. 2 (2018): 105–111.
Hasyim, Umar, and Hapzi Ali. “Reuse Intention Models through Customer Satisfaction During the Covid-19 Pandemic: Cashback Promotion and E-Service Quality Case Study: OVO Electronic Money in Jakarta.†Dinasti International Journal of Digital Business Management 3, no. 3 (2022): 440–450.
Huang, Dan, Xin Jin, and Alexandra Coghlan. “Advances in Consumer Innovation Resistance Research: A Review and Research Agenda.†Technological Forecasting and Social Change166 (2021): 1–21.
Hussain, Zahid. “Paradigm of Technological Convergence and Digital Transformation: The Challenges of CH Sectors in the Global COVID-19 Pandemic and Commencing Resilience-Based Structure for the Post-COVID-19 Era.†Digital Applications in Archaeology and Cultural Heritage 21 (2021): 1–14.
Kajol, K., Ranjit Singh, and Justin Paul. “Adoption of Digital Financial Transactions: A Review of Literature and Future Research Agenda.†Technological Forecasting and Social Change184 (2022): 1–8.
Keshavarz, Yousef, and Dariyoush Jamshidi. “Service Quality Evaluation and the Mediating Role of Perceived Value and Customer Satisfaction in Customer Loyalty.†International Journal of Tourism Cities 4, no. 2 (2018): 220–244.
Kusumaningrum, Dewi Ayu, and Dandy Prasetia Setiawan. “Pengaruh Promo Cashback Berbagai Jenis E-Payment Terhadap Loyalitas Konsumen (Studi Kasus: Chatime Indonesia).†Jurnal Disrupsi Bisnis 4, no. 2 (2021): 139–147.
Laksono, Ferrynela Purbo, and R. Rubiyatno. “Penerimaan Teknologi, Iklan, Dan Cashback Pengaruhnya Pada Minat Pembelian Ulang.†Madani: Jurnal Ilmiah Multidisiplin 1, no. 9 (2023): 138–148.
Lao, S. I., K. L. Choy, G. T. S. Ho, Y. C. Tsim, and N. S. H. Chung.“Determination of the Success Factors in Supply Chain Networks: A Hong Kongâ€Based Manufacturer’s
Perspective.†Measuring Business Excellence 15, no. 1 (2011): 34–48.
Lestari, Fitri. “Pengaruh Daya Tarik Iklan Dan Frekuensi Penayangan Iklan Terhadap Efektivitas Iklan Youtube Shopback (Studi Kasus Pemirsa Iklan Youtube Shopback Fakultas Ekonomi UIR).†Universitas Islam Riau, 2021.
Mehdi, Mokhalles Mohammad, Arshan Kler, and Lubna Nafees. “Factors Influencing M-Loyalty and Customer Reuse Intention Toward Mobile Instant Messaging Services.†Journal of Business & Industrial Marketing 1, no. 1 (2023): 1–6.
Mointi, Renny, and Oktovianus Sauw. “Promosi Cashback, Kepuasan Dan Loyalitas Pelanggan Dalam Pelayanan E-Commerce (Studi Kasus Pelanggan Tokopedia).†YUME: Journal of Management 6, no. 1 (2023): 251–259.
Nasrudiansyah, Dicky Septian, and Rita Ambarwati Sukmono. “Analysis of Cashback Marketing Content to Increase Business Competitiveness Through the Electronic Trading Company Marketplace.†Indonesian Journal of Innovation Studies 21 (2023): 10–21.
Paiola, Marco, Francesco Schiavone, Tatiana Khvatova, and Roberto Grandinetti. “Prior Knowledge, Industry 4.0 and Digital Servitization: An Inductive Framework.†Technological Forecasting and Social Change 171 (2021): 1–12.
Parmata, Uma Maheswari Devi, and Surya Prakash Chetla. “Effect of Service Quality on Doctor’s Satisfaction and Prescribing Behavior in Pharmaceutical Supply Chain – A Study with Reference to A Major Indian Pharmaceutical Company.†International Journal of Pharmaceutical and Healthcare Marketing 15, no. 2 (2021):
173–211.
Ponzoa, Jose M., Andres Gomez, Silvia Villaverde, and Vicente Diaz. “Technologically Empowered? Perception and Acceptance of AR Glasses and 3D Printers in New
Generations of Consumers.†Technological Forecasting and Social Change173 (2021): 1–13.
Prameswari, Ardhia, Dinda Namira Hsb, Luthfiah Nur Bayani, and Nurbaiti. “Analisis Faktor-Faktor Yang Mempengaruhi Minat Mahasiswa UINSU Medan Dalam Menggunakan Sistem Pembayaran E-Wallet.†JUSIBI (Jurnal Sistem Informasi Dan E-Bisnis) 4, no. 1 (2022): 60–70.
Pratika, Yeyen. “Understanding Behavior of Digital Money Application Usage on Adolescents.†International Journal of Economics, Business and Accounting Research (IJEBAR) 4, no. 1 (2020): 9–16.
Putri, Delia, and Azis Slamet Wiyono. “Pengaruh Harga, Voucher Diskon, Dan e-Service Quality Terhadap Loyalitas Pelanggan Layanan Grabfood.†Universitas Islam Negeri Raden Mas Said, 2023.
Rosyani, Perani, Devi Yunita, Intan KumalaSari, Muhammad Rosdiana, and Khoirunnisya. “Pemanfaatan Aplikasi Cashback Dalam Berbelanja Online.†J-ABDIPAMAS (Jurnal Pengabdian Kepada Masyarakat) 4, no. 1 (2020): 31–36.
Silva, Emmanuel Sirimal, and Francesca Bonetti. “Digital Humans in Fashion: Will Consumers Interact?†Journal of Retailing and Consumer Services 60, no. 102430 (2021): 1–36.
Susilawati, Eka, Estik Hari Prastiwi, and Yulyar Kartika. “Pengaruh Persepsi Harga, Diskon, Dan Customer Experience Terhadap Loyalitas Pelanggan Produk Fashion Shopee.†JAMIN: Jurnal Aplikasi Manajemen dan Inovasi Bisnis 5, no. 1 (2022): 1–16.
Tabrani, Mirza, Muslim Amin, and Ahmad Nizam. “Trust, Commitment, Customer Intimacy and Customer Loyalty in Islamic Banking Relationships.†International Journal of Bank Marketing 36, no. 5 (2018): 823–848.
Venkatakrishnan, Jeeva, Ravikumar Alagiriswamy, and Satyanarayana Parayitam. “Web Design and Trust as Moderators in the Relationship Between E-Service Quality, Customer Satisfaction and Customer Loyalty.†The TQM Journal Ahead-Of-Print 1, no. 1 (2023): 1–30.
Walton, Nigel, and Bhabani Shankar Nayak. “Rethinking of Marxist Perspectives on Big Data, Artificial Intelligence (AI) and Capitalist Economic Development.†Technological Forecasting and Social Change 166 (2021): 1–32.
Wangi, L. P., and A. Sonja. “Pengaruh Flash Sale Dan Cashback Terhadap Perilaku Impulse Buying Pada Pengguna Shopee.†Jurnal Bisnis dan Kajian Strategi Manajemen 1, no. 1 (2021): 79–91.
Zekos, Georgios I. “MNEs, Globalisation and Digital Economy: Legal and Economic Aspects.†Managerial Law 1, no. 2 (2003): 1–296
Published
2023-12-11
How to Cite
ABDULLAH, Pipit; ANGGARAWATI, Sularsih.
Membangun Loyalitas Pengguna Aplikasi Shopback Melalui Program Cashback dan Voucher Diskon.
REVITALISASI : Jurnal Ilmu Manajemen, [S.l.], v. 12, n. 2, p. 292-302, dec. 2023.
ISSN 2657-1684.
Available at: <https://ejournal.uniska-kediri.ac.id/index.php/Revitalisasi/article/view/4456>. Date accessed: 21 dec. 2024.
doi: https://doi.org/10.32503/revitalisasi.v12i2.4456.
Section
Articles
This work is licensed under a Creative Commons Attribution 4.0 International License.
This work is licensed under a Creative Commons Attribution 4.0 International License
