The Influence of E-Service Quality Toward E-Satisfaction, E-Trust, E-Word of Mouth and Online Repurchase Intention: A Study on the Consumers of the Three-Star Hotels in Lampung

Abstract

The development of business through internet media (e-business) is increasingly prevalent throughout the world. Information and communication technology has also caused borderless relations and caused significant social, economic and cultural changes to occur so quickly. This study aims to examine and explain the effect of electronic service quality on electronic satisfaction, electronic trust, e-word of mouth and online repurchase intention. The survey method was used in this study and for the study sample there were 142 respondents who were hotel consumers who had stayed at one of the three-star hotels in Lampung Province, Indonesia. The research location is 15 three star hotels in Lampung Province, which consists of 13 districts and 2 cities. The questionnaire is the main instrument for collecting primary data. The data analysis used is descriptive statistics and Generalized Structured Component Analysis (GSCA). The results of this study are two hypotheses is not significant, namely esatisfaction and e-trust has no significant effect on e-wom. The new finding in the results of this study is that there is a significant effect between e-wom on online repurchase intention, where prior study has no effect between the two variables on online repurchases on the hotel website. The new finding of this study are significant effect between e-wom on the online repurchase intention, which was not previously found related to online purchases on the hotel website.

The Influence of E-Service Quality on Online Repurchase Intentions with Variables of Satisfaction as Mediation in Cafe and Resto in The City Of Padang in the Time of he Covid-19 Pandemic

“…This shows that e-service quality can increase customer satisfaction. Previous research has confirmed that there is a positive and significant influence between e-service quality on customer satisfaction (Saodin et al, 2019), (Rita et al, 2019), (Hasman et al, 2019), (Santika & Pramudana, 2018). Research from Lestari & Ellyawati shows that e-service quality has a positive and significant effect on customer satisfaction (Lestari & Ellyawati, 2019).…”

“…E-service quality uses dimensional measurements based on research by Zeithaml et al, which consists of efficiency, reliability, fulfillment, privacy, responsiveness, compensation, and contact (Zeithaml et al, 2002). The next variable is satisfaction which is described based on research from Rita et al (Rita et al, 2019) and online purchase intention using measurements based on research from Saodin et al (Saodin et al, 2019).…”

“…The improvement of E-Service Quality for the millennial generation who are very proficient in utilizing technology through social media such as Facebook, Twitter, Instagram, WhatsApp and others is the trigger for Online Repurchase Intention (Saodin et al, 2019). This means that the millennial generation will be interested in repurchasing online based on the level of E-Service Quality offered.…”

“…Repurchase intention is the desire to repurchase a product or service for a second or more time for the same product or service (Dharmmesta, 2014), (Ibzan, Balarabe, & Balarabe, 2016), (Saodin, Suharyono, Arifin, & Sunarti, 2019). Then online repurchase intention is defined as the desire to repurchase online.…”

“…Good e-service quality affects customer satisfaction which will have a positive impact on online repurchase intention of the same seller (Saodin et al, 2019), (Rita et al, 2019), (Hasman et al, 2019), (Lestari & Ellyawati, 2019), (Santoso & Aprianingsih, 2017). Phuong & Tran argue that business actors who provide high e-service quality affect customer satisfaction and will encourage customers to make repurchases (Phuong & Tran, 2018).…”