the Effect of E-Service Quality and Customer Satisfaction on Repurchase Intention Through Online Consumer Review as Intervening Variables in the Marketplace Shopee

Yunus, Mahyunnisa; Fauzi, Amrin; Rini, Endang Sulistya

doi:10.36418/jrssem.v1i6.75

Cited by 7 publications

(9 citation statements)

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“…According to Rohwiyati and Praptiestrini (2019), Lestari and Ellyawati (2019), Abid and Dinalestari (2019), and Hongdiyanto et al (2020), repurchase intention is positively and significantly influenced by e-service quality. Meanwhile, according to Dwicahyanto (2020), Yunus, Fauzi, and Rini (2021), Prahiawan et al (2021) and Ikhsan and Lestari (2021), e-service quality does not affect repurchase intention. According to Panigoro, Rahayu, and Gaffar (2018), Praharjo, Wilopo, and Kusumawati (2016) and Arif (2019), repurchase intention is also positively and significantly influenced by e-WOM.…”

Section: Introductionmentioning

confidence: 99%

Repurchase intention of e-commerce customers in Indonesia: An overview of the effect of e-service quality, e-word of mouth, customer trust, and customer satisfaction mediation

Ginting¹,

Miran²,

Yusriadi³

2023

10.5267/j.ijdns

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The rapid development of e-commerce in Indonesia makes the competition in this business increasingly fierce. This study aims to determine and analyze the effect of e-service quality, e-word of mouth (e-WOM), customer trust on customer satisfaction on e-commerce customers in Indonesia, then the study aims to determine and analyze the effect of e-service quality, e-word of mouth (e-WOM), customer trust and customer satisfaction on the repurchase intention of e-commerce customers in Indonesia. The study also aims to determine and analyze the mediating role of customer satisfaction on the relationship between e-service quality, e-word of mouth (e-WOM), and customer trust in repurchase intentions. The research is quantitative by distributing questionnaires to respondents; the sample collection method is purposive sampling. The number of samples used was 344 e-commerce consumers from Shopee, Tokopedia, Lazada, and Bukalapak throughout Indonesia. Data processing is applied by using the SmartPLS 3 Structural Equation Modelling (SEM) method. The results of this study indicate that there was a positive and significant effect of e-service quality on customer satisfaction, there was a positive and significant effect of e-WOM on customer satisfaction, customer trust had a positive and significant impact on customer satisfaction, e-service quality had no significant effect on purchase intention, e-WOM had a positive and significant effect on repurchase intention, customer trust had no significant effect on repurchase intention, e-service quality had a positive and significant effect on repurchase intention through customer satisfaction, e-WOM had a positive and significant effect on repurchase intention through customer satisfaction, customers trust had a positive and significant impact on repurchase intention through customer satisfaction.

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Section: Introductionmentioning

confidence: 99%

Repurchase intention of e-commerce customers in Indonesia: An overview of the effect of e-service quality, e-word of mouth, customer trust, and customer satisfaction mediation

Ginting¹,

Miran²,

Yusriadi³

2023

10.5267/j.ijdns

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“…So that the first hypothesis (H1), electronic service quality (X1) has a positive and significant effect on repurchase Intention (Y), is accepted. This is supported by the research by (Anggraeni et al, 2019;Lestari & Ellyawati, 2019;Yunus et al, 2021), conducted by those who stated that electronic service quality (X1) had a positive and significant effect on repurchase intention (Y). The relationship between the brand trust variable (X1) and repurchase intention (Y) has a standardized total effect value of 0.35 and t-values greater than 1.96, which is 4.50.…”

Section: Ri8mentioning

confidence: 63%

“…Based on reviews on the Google play store, Twitter, and web similar, there has been a decline in applications over the last year and three months, which can indicate consumer reluctance to make repurchase intentions in the future. If consumers are happy, they are more likely to buy the company's product or service again (Kotler & Armstrong, 2018, p.255) Various previous studies have proven the effect of e-service quality on repurchase intention, such as research by (Anggraeni et al, 2019;Rohwiyati and Praptiestrini, 2019;Yunus et al, 2021), Those who find a positive and significant relationship between quality of e-service and repurchase. The intent also shows that customer satisfaction can convey benefits.…”

Section: Introductionmentioning

confidence: 99%

The Impact of E-Service Quality and Brand Trust on Repurchase Intention with Customer Satisfaction as Intervening for Telemedicine Application Users

Dayani

Rivai²,

Aditya³

2022

jdmb

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As an intervention for Halodoc application users, this study aims to determine the impact of telemedicine application product e-service quality and brand trust on customer satisfaction repurchase intent. We surveyed 245 users of Halodoc applications who performed transactions using Halodoc applications at least once in the past year. The data analysis method used SPSS version 23 and the SEM analysis used LISREL 8.8 to process and analyze the survey data. Hypothesis test results show that quality of e-service has a positive and significant impact on repurchase intention, brand trust has a positive and significant impact on repurchase intention, and quality of e-service has a positive impact on customer satisfaction. It shows that it has a significant impact. Trust has a significant positive impact on customer satisfaction, and customer satisfaction has a significant positive impact on repurchase intention. In addition, the results of this study show a positive and significant indirect relationship between quality of e-service and brand confidence in repurchase intent mediated by customer satisfaction and repurchase intent mediated by customer satisfaction.

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“…The study by Yunus et al ( 2022 ) does not address E-S-QUAL, but it does suggest that e-service quality has a positive effect on customer evaluations within a shopping platform, and these evaluations have a positive effect on customer repurchase intention.…”

Section: Discussionmentioning

confidence: 99%

“…Given the boom of online shopping worldwide and searching for answers to unravel what now impacts customer satisfaction and the quality of online shopping services, many kinds of research have emerged recently, to name a few. Yunus et al ( 2022 ) studied the effect of online shopping service quality on customer satisfaction and their repurchase intention through an online consumer rating tool as an intervening variable in the marketplace of a large online shopping platform.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

Evaluation of quality of online shopping services in times of COVID-19 based on E-S-QUAL model and Fuzzy TOPSIS method

et al. 2022

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This paper aims to propose an approach to evaluate the quality of online shopping services in times of pandemic COVID-19, from the ordering of quality attributes taking into account customers' perception. The proposed approach was developed from a structured questionnaire containing 25 quality attributes adapted from the E-S-QUAL model and applied to consumers of online shopping services. Fuzzy set theory was used in the approach to simplify the subjectivity of human judgment, along with the extension of Technique for Order Performance by Similarity to Ideal Solution (TOPSIS). Therefore, this research was classified as applied, exploratory, quantitative and survey. To achieve the research objective, 819 questionnaires were collected. Among the main findings, it is highlighted that the attributes “product availability”, “products with excellent quality”, “confidence in online shopping processes” and “ease of buying online” were the ones that presented the best perceptions of quality by the respondents. At the other end, the attributes "opinion sharing on social networks", "buying online is a good option when you have little time", "distraction in online shopping searches" and "shopping online is a pleasure" showed the highest level of dissatisfaction with the service. Thus, this article highlights the importance of online shopping services in times of the pandemic caused by COVID-19, and its main contribution and originality is the development of an approach that aims to support the decision-making process, establishing strategic actions for the continuous improvement of online shopping services with the reduction of subjectivity in customer perception and with successive refinements.

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the Effect of E-Service Quality and Customer Satisfaction on Repurchase Intention Through Online Consumer Review as Intervening Variables in the Marketplace Shopee

Cited by 7 publications

References 0 publications

Repurchase intention of e-commerce customers in Indonesia: An overview of the effect of e-service quality, e-word of mouth, customer trust, and customer satisfaction mediation

Repurchase intention of e-commerce customers in Indonesia: An overview of the effect of e-service quality, e-word of mouth, customer trust, and customer satisfaction mediation

The Impact of E-Service Quality and Brand Trust on Repurchase Intention with Customer Satisfaction as Intervening for Telemedicine Application Users

Evaluation of quality of online shopping services in times of COVID-19 based on E-S-QUAL model and Fuzzy TOPSIS method

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