THE EFFECT OF E-SATISFACTION, E-TRUST, AND PERCEIVED VALUE ON BUKALAPAK CONSUMERS’ REPURCHASE INTENTION

Abstract

The existence of e-commerce in Indonesia has a good opportunity. In addition to help increasing Indonesia’s economic, e-commerce also changes consumer behavior on shopping. E-commerce is one of the phenomena that are often discussed, technology penetration forces e- commerce in each industry to do any kind of innovation and try to adapt through uncertainty in order to survive through this competitive era. Based on this problem, this research aimed to analyze the influences of e-satisfaction, e-trust, and perceived value on repurchase intention of consumer Bukalapak. This research used quantitative method with purposive sampling technic that distributed to 258 respondents who were at least 18 years old, had shopped on Bukalapak at least once within last six months. Data analysis method that was used in this research was Partial Least Square Structural Equation Modeling with SmartPLS software. Based on the results of the analysis, it was known that website design, quality of information, and delivery service had a positive effect on e-satisfaction. Similarly, security and customer service quality had a positive effect on e-trust. Furthermore, perceived fair price had a positive effect on perceived value, but different with perceived risk that had no significant on perceived value. The result also showed that e-satisfaction, e-trust, and perceived value had a positive effect on repurchase intention of consumer Bukalapak.

Keywords

• website design
• information quality
• delivery
• e-satisfaction
• security
• customer service quality
• e-trust
• perceived fair price
• perceived risk
• perceived value
• repurchase intention