Effect of E-Service Quality on Repurchase Intention: Testing the Role of E-Satisfaction as Mediator Variable

Abstract

Recent developments in information and communication technology have contributed to tremendous economic efficiency. Companies that can take advantage of the sophistication of information and communication technology can operate more efficiently. Firm efficiency will tend to lower product prices and faster delivery time. It is expected to increase consumer satisfaction and repurchase intention. This study investigates the influence of e-service quality on repurchase intention with satisfaction as mediating variable. E-service quality was measured by five variables, namely ease of use, website design, security, personalization, and responsiveness. Good service quality tends to satisfy consumers and leads to repurchase intentions. To collect data, this study used survey design with purposive sampling method. The sample in this study are respondents who have experience in purchasing airline etickets for domestic flights within last year. To collect data, we distributed structured questionnaires to 263 respondents. To verify hypothesis, this study used descriptive statistics and hierarchical regression analysis. The results showed that esatisfaction partially mediate the influence of ease of use, website design, responsiveness, and personalization on repurchase intentions. While e-satisfaction proved fully mediates the influence of security guarantees on repurchase intention.

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

“…Kepercayaan pelanggan sendiri berasal dari pihak-pihak yang sebelumnya belum saling mengenal baik dalam hal interaksi maupun bertransaksi (Bachmann 2015). Kepercayaan pelanggan merupakan keyakinan dalam menggantungkan dirinya terhadap pihak lain dalam hal bertransaksi (Lestari and Ellyawati 2019). Penelitian Putera, Dalle, and Syafari (2021); Abdullah, Apriliyanto, and Junianingrum (2023) mengemukakan bahwa terdapat pengaruh kualitas pelayanan terhadap kepercayaan pelanggan.…”

“…Kepercayaan pelanggan berasal dari pihak-pihak yang sebelumnya belum saling mengenal baik dalam hal interaksi maupun dalam hal bertransaksi (Bachmann 2015). Adapun Kepercayaan pelanggan merupakan keyakinan dalam menggantungkan dirinya terhadap pihak lain dalam hal pertukaran (Lestari and Ellyawati 2019). Kepercayaan pelanggan merupakan evaluasi terhadap jual beli yang dipilih berdasarkan alternatif yang sekurang-kurangnya sama atau bahkan mencapai nilai lebih dari harapan konsumen (Radionova-Girsa and Lahiža 2017).…”

Effect of Ease of Use and Consumer Experience on Repurchase Intention of Train Tickets Through Kai Access With Satisfaction as a Mediation Variable

“…thus this study supports research (Lolika, 2021) which states that ease of use has a positive and significant effect on repurchase intention. (Lestari, 2019) also states that ease of use has a positive and significant effect on repurchase intention. Research (Monica, 2022) states that ease of use has a positive and significant effect on repurchase intention.…”

A comparison between E-TailQ and ES-Qual for measuring e-service quality in the retail industry: an emerging economy case

“…Mensah and Mensah (2018) and Phuong and Dai Trang (2018) reported the positive effect of service quality and satisfaction on repurchase intention. Leonnard (2018) and Lestari and Ellyawati (2019) noted the mediating role of satisfaction between service quality and repurchase intention and concluded that improved service quality tends to cause customer satisfaction that leads to repurchase intentions. More recently, Wilson et al (2019) surveyed the e-commerce industry of five continents (Asia, Australia, North and South America, and Europe) to investigate the effects of service quality and website design quality on satisfaction and repurchase intention.…”