Repurchase Intention Based On E-Service Quality And Customer Trust At Three Top Brand E-Commerce Indonesia

  • Sherli Junianingrum Universitas Selamat Sri, Kendal, Indonesia
  • Nanang Apriliyanto Universitas Selamat Sri, Kendal, Indonesia
  • Lukman Zaini Abdullah Universitas Selamat Sri, Kendal, Indonesia
Keywords: repurchase intention, e-quality service, customer trust, e-commerce

Abstract

E-commerce is of particular concern to the shopping culture in Indonesia. However, there are weaknesses such as inconsistent product quality, high shipping costs, and fraud, so e-commerce has significant obstacles to attracting customers' interest in buying again. This research analyzes customer repurchase interest based on e-service quality and customer trust. This type of research is causality research using a quantitative approach. The population of this research is all Tokopedia, Shope, and Lazada consumers in Indonesia. The research sample used a purposive sampling method with a final total of 200 respondents. The data analysis method uses structural equation modelling (SEM) analysis, tested using SmartPLS. This research results in E-service quality positively and significantly affecting customer trust and repurchase interest. Customer trust positively and significantly affects repurchase interest. Customer trust can mediate the influence of e-service quality on repurchase interest. The results of this research contribute to developing and refining theories related to repurchase interest in e-commerce platforms in Indonesia and filling gaps in several studies that have never described the object of this research.

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Published
2023-12-19
How to Cite
Junianingrum, S., Apriliyanto, N., & Abdullah, L. Z. (2023). Repurchase Intention Based On E-Service Quality And Customer Trust At Three Top Brand E-Commerce Indonesia. IQTISHADUNA: Jurnal Ilmiah Ekonomi Kita, 12(2), 226-240. https://doi.org/10.46367/iqtishaduna.v12i2.1513

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