The Effect Of E-Service Quality On Repurchase Intention With Customer Satisfaction And Customer Trust As A Mediation In E-Commerce

Abstract

The world has entered a new era, namely the digital era where all transaction processes can be done online. One of the interesting things is the phenomenon of online stores or the emergence of e-commerce. E-commerce is the use of the internet for business transaction activities. Of course, there are many new challenges faced by switching this transaction system. One of the things that needs to be considered in online transactions is the service provided by the company to consumers. The services provided will have an impact on other factors such as repurchase, consumer confidence, and consumer satisfaction. This study aims to examine the effect of e-service quality on repurchases with consumer trust and consumer satisfaction as mediators in the Tokopedia company. A total of 166 respondents were used in this study to obtain primary data. Convenience sampling is the technique used for sampling. This study uses SEM analysis which is processed using AMOS version 24.0. The results of the analysis that has been carried out show that the five hypotheses are significant. Customer trust has a significant positive effect on repurchase, e-service quality has a significant positive effect on customer satisfaction, e-service quality has a significant positive effect on customer trust, customer satisfaction has a significant positive effect on repurchase intention, and customer satisfaction has a significant positive effect on customer trust.

Keywords

• E-service quality, repurchase intention, consumer trust, consumer satisfaction