The Effect Of E-Service Quality On Repurchase Intention With Customer Satisfaction And Customer Trust As A Mediation In E-Commerce
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 ar...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
cita konsultindo
2023-12-01
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| Series: | Asian Journal of Management, Entrepreneurship and Social Science |
| Subjects: | |
| Online Access: | https://ajmesc.com/index.php/ajmesc/article/view/627 |
| _version_ | 1797389291055218688 |
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| author | Tania Durarun Nafisah Albari Albari |
| author_facet | Tania Durarun Nafisah Albari Albari |
| author_sort | Tania Durarun Nafisah |
| collection | DOAJ |
| description |
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.
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| first_indexed | 2024-03-08T22:53:45Z |
| format | Article |
| id | doaj.art-9d8770669a704c16ae3131a9037d662c |
| institution | Directory Open Access Journal |
| issn | 2808-7399 |
| language | English |
| last_indexed | 2024-03-08T22:53:45Z |
| publishDate | 2023-12-01 |
| publisher | cita konsultindo |
| record_format | Article |
| series | Asian Journal of Management, Entrepreneurship and Social Science |
| spelling | doaj.art-9d8770669a704c16ae3131a9037d662c2023-12-16T06:50:17Zengcita konsultindoAsian Journal of Management, Entrepreneurship and Social Science2808-73992023-12-01401The Effect Of E-Service Quality On Repurchase Intention With Customer Satisfaction And Customer Trust As A Mediation In E-Commerce Tania Durarun Nafisah0Albari Albari1Faculty of Business and Economics Universitas Islam Indonesia, Special Region of Yogyakarta IndonesiaFaculty of Business and Economics Universitas Islam Indonesia, Special Region of Yogyakarta Indonesia 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. https://ajmesc.com/index.php/ajmesc/article/view/627E-service quality, repurchase intention, consumer trust, consumer satisfaction |
| spellingShingle | Tania Durarun Nafisah Albari Albari The Effect Of E-Service Quality On Repurchase Intention With Customer Satisfaction And Customer Trust As A Mediation In E-Commerce Asian Journal of Management, Entrepreneurship and Social Science E-service quality, repurchase intention, consumer trust, consumer satisfaction |
| title | The Effect Of E-Service Quality On Repurchase Intention With Customer Satisfaction And Customer Trust As A Mediation In E-Commerce |
| title_full | The Effect Of E-Service Quality On Repurchase Intention With Customer Satisfaction And Customer Trust As A Mediation In E-Commerce |
| title_fullStr | The Effect Of E-Service Quality On Repurchase Intention With Customer Satisfaction And Customer Trust As A Mediation In E-Commerce |
| title_full_unstemmed | The Effect Of E-Service Quality On Repurchase Intention With Customer Satisfaction And Customer Trust As A Mediation In E-Commerce |
| title_short | The Effect Of E-Service Quality On Repurchase Intention With Customer Satisfaction And Customer Trust As A Mediation In E-Commerce |
| title_sort | effect of e service quality on repurchase intention with customer satisfaction and customer trust as a mediation in e commerce |
| topic | E-service quality, repurchase intention, consumer trust, consumer satisfaction |
| url | https://ajmesc.com/index.php/ajmesc/article/view/627 |
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