Cleoresta Dzifi Hamas Daneca, . (2026) PARADOKS KEPUASAN DALAM KETIDAKPASTIAN: ANALISIS KUALITATIF PENGALAMAN PASCA-PEMBELIAN PRODUK BLIND BOX POP MART PADA PLATFORM SHOPEE. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
The discrepancy between the digital representation of information on Shopee and the physical condition of Pop Mart blind box products gives rise to a satisfaction paradox, in which consumers continue to feel satisfied despite experiencing product quality discrepancies. This phenomenon indicates that the post-purchase experience of blind box products does not always result in dissatisfaction but is influenced by how consumers interpret and assign meaning to their experiences. This study aims to analyze how consumers form expectations based on digital information available on Shopee and to explain their post-purchase satisfaction experiences when discrepancies occur between expectations and the actual condition of Pop Mart blind box products. The study adopts the Expectancy Disconfirmation Theory (EDT) to explain the relationship between consumer expectations, actual product performance, and post-purchase satisfaction evaluation. This study employed a qualitative method within a constructivist paradigm using Alfred Schutz's phenomenological approach. Data were collected through in-depth interviews, observations, and documentation, and were analyzed using NVivo 15 through coding, theme categorization, and data interpretation. The findings reveal that consumers form expectations by utilizing various sources of digital information prior to purchase and subsequently compare the received products with their initial expectations. Participants who received products with physical quality discrepancies experienced negative disconfirmation, whereas those whose products met their expectations experienced confirmation. Consumers distinguished between character uncertainty, which was accepted as an inherent feature of the blind box concept, and unexpected discrepancies in the physical quality of the products. Although negative disconfirmation occurred regarding physical quality, consumers' evaluations did not end with the product's physical condition. The unboxing experience, obtaining their wishlist character, and acceptance of character uncertainty encouraged consumers to maintain a positive interpretation of their overall purchase experience. These conditions created a satisfaction paradox, in which satisfaction and disappointment coexisted within the same post-purchase experience. This study contributes a novel finding by demonstrating that negative disconfirmation regarding physical product quality does not necessarily lead to dissatisfaction because consumers construct satisfaction through the meaning they assign to their overall purchase experience.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No.Panggil: 2210414020] [Pembimbing: Ana Kuswanti] [Penguji 1: Vinta Sevilla] [Penguji 2: Gustiana Sabarina] |
| Uncontrolled Keywords: | Blind box, Expectancy Disconfirmation Theory, satisfaction paradox, Pop Mart |
| Subjects: | Z Bibliography. Library Science. Information Resources > Z665 Library Science. Information Science Z Bibliography. Library Science. Information Resources > ZA Information resources > ZA4050 Electronic information resources |
| Divisions: | Fakultas Ilmu Sosial dan Ilmu Politik > Sains Informasi (S1) |
| Depositing User: | CLEORESTA DZIFI HAMAS DANECA |
| Date Deposited: | 26 Aug 2026 11:15 |
| Last Modified: | 26 Aug 2026 11:15 |
| URI: | http://repository.upnvj.ac.id/id/eprint/53183 |
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