Effect of E-Service Quality on E-Repurchase Intention in Indonesia Online Shopping: E-Satisfaction and E-Trust as Mediation Variables

Abstract

The purpose of this study is to develop new knowledge in understanding the effect of electronic service quality on customer satisfaction, customer trust and customer purchase intention and to understand the mediating role of customer satisfaction and customer trust in the relationship between service quality and purchase intention in online shopping in Indonesia. The result is expected to be a better strategy in developing service quality electronically which has an impact on customer behavior. This study uses a sample of 264 online consumers in Indonesia. Analysis data using SmartPLS 4 software shows that the quality of e-service has a positive and significant effect on e-satisfaction, e-trust and e-repurchase intention. E-satisfaction and e-trust are also able to mediate the relationship between e-service quality and e-repurchase intention. In addition, the study also found that e-satisfaction has a significant and positive effect on e-trust. Overall the quality of electronic services is statistically significant and positive relationship with customer behavior. Future research is expected to be able to consider various product segments and other types of industries to ensure that the measurement works well.

The The Effect of E-Service Quality Through Customer Satisfaction and Customer Trust on Customer Loyalty of Klikindomaret Users

“…Trust has a very important role in online business because online shopping has a bigger risk than offline shopping, so the quality of a website will be very influential. This is also in line with several studies related to e-commerce which found that e-service quality affects customer trust (Cahyono, 2015;Purnamasari, 2018;Susanti et al 2018;Wijaya et al 2018).…”

The driving factors of E-loyalty marketplace customer: A structural equation modeling

“…Al-dweeri, Ruiz Moreno, Montes, Obeidat, and Al-dwairi (2019) stated that satisfaction could operate as a mediator between website quality and client loyalty because if the service quality is not good, the customer will not be loyal. The same conclusion was reached by Purnamasari (2018), Wibowo and Wahid (2019), and also Giao et al (2020) that Customer satisfaction serves as a bridge between website quality and consumer loyalty in E-commerce.…”

“…The involvement of this mediating variable is consistent with earlier research. For instance, Al-dweeri et al (2019), Purnamasari (2018), Wibowo andWahid (2019), andGiao et al (2020) explain that customer satisfaction acts as a mediator between website quality and customer loyalty in E-commerce since if the service quality is not adequate, the client will not be loyal. E-satisfaction does not mediate between the effect of the payment system and electronic loyalty, as indicated by mediation tests.…”

“…A loyal customer is a highly significant company asset because they continue to use the firm's products or services and can also suggest them to others (Khadka & Maharjan, 2017). Customer loyalty in internet commerce is frequently referred to as electronic loyalty (Eloyalty) (Purnamasari, 2018). It is demonstrated by the regularity with which buyers visit online retailers to shop (Putri & Pujani, 2019).…”

The Effect of Web Design Quality and E-Trust on Repurchase Intention of Shopee Users

“…This can happen if an attractive and very eye-catching design can attract consumers to make repeat purchases online. These results are supported byIqbal & Tantra (2023) andPurnamasari & Suryandari (2023) who state that Website Design Quality has a positive and significant effect on Repurchase Intention. However, different from the results of previous research, the results of research from Aurelia & Nawawi (2021) andAufa & Marsasi (2023) show that Web Design Quality has no effect on Repurchase Intention.…”