Proceedings of the 3rd Universitas Lampung International Conference on Social Sciences (ULICoSS 2022)

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Post-purchase Experience During the Covid-19 Pandemic on Consumer Behavior in the New Normal Era

Authors
Mudji Rachmat Ramelan1, Yuniarti Fihartini1, *, Lis Andriani1
1Management Department, Lampung University, Bandar Lampung, Lampung, Indonesia
*Corresponding author. Email: yuniarti.fihartini@feb.unila.ac.id
Corresponding Author
Yuniarti Fihartini
Available Online 2 May 2023.
DOI
10.2991/978-2-38476-046-6_24How to use a DOI?
Keywords
Post Purchase Experience; Customer Satisfaction; Repurchase Intention; electronic Word of Mouth (e-WOM)
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.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 3rd Universitas Lampung International Conference on Social Sciences (ULICoSS 2022)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
2 May 2023
ISBN
10.2991/978-2-38476-046-6_24
ISSN
2352-5398
DOI
10.2991/978-2-38476-046-6_24How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Mudji Rachmat Ramelan
AU  - Yuniarti Fihartini
AU  - Lis Andriani
PY  - 2023
DA  - 2023/05/02
TI  - Post-purchase Experience During the Covid-19 Pandemic on Consumer Behavior in the New Normal Era
BT  - Proceedings of the 3rd Universitas Lampung International Conference on Social Sciences (ULICoSS 2022)
PB  - Atlantis Press
SP  - 241
EP  - 257
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-046-6_24
DO  - 10.2991/978-2-38476-046-6_24
ID  - Ramelan2023
ER  -