Ramelan, Mudji Rachmat and Fihartini, Yuniarti and Andriani, Lis (2023) Post-purchase Experience During the Covid-19 Pandemic on Consumer Behavior in the New Normal Era. In: the 3rd Universitas Lampung International Conference on Social Sciences (ULICoSS 2022), 6-7 September 2022, Bandar Lampung.

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Abstract

The decreasing number of Covid-19 patients, which changed the status of the Covid-19 pandemic to endemic (the new normal), resulted in the government gradually loosening Covid-19 pandemic regulations. This further expands consumer access to conventional retail (offline shopping). Thus, the question is whether consumers' online shopping behavior during the pandemic will shift back to offline shopping in this new normal, or whether they will continue to shop online. The purpose of this study was to analyze the effect of post-online purchase experiences in the Covid-19 pandemic on consumer behavior in the new normal. Data collection was carried out on 200 consumers who had done online shopping during the Covid-19 pandemic, with hypothesis testing carried out using SEM PLS. The results proved that post-online purchase experiences during the Covid-19 pandemic, which included delivery, product in hand, customer support, and feeling good, played a role in creating consumer satisfaction and had an impact on consumer online shopping behavior in the new normal, namely, repeat purchase intentions and e-WOM. Consumers who were satisfied with their online purchases during the pandemic will continue their online purchases during the new normal, share their shopping experiences, and recommend online retail sites where they shop for others.

Item Type:	Conference or Workshop Item (Paper)
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HF Commerce H Social Sciences > HN Social history and conditions. Social problems. Social reform
Divisions:	Fakultas Ekonomi dan Bisnis (FEB) > Prodi Manajemen
Depositing User:	LIS ANDRIY
Date Deposited:	19 Jun 2024 08:45
Last Modified:	19 Jun 2024 08:45
URI:	http://repository.lppm.unila.ac.id/id/eprint/53680

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