The Influece Of Service Quqlity On Customer Sastisfcation and Customer Trust And Impaction Repurcase Intention and Site Revition
Abstract
This study aims to analyze the effect of e-service quality on customer satisfaction and trust and its impact on repurchase intention, WOM and site revisit. The contribution to this research is expected to provide information to e-commerce regarding the impact of e- service quality on increasing repurchase intention and site revisit. In this study, data collection using a questionnaire with a population of all people who have visited and bought products at e-commerce Tokopedia throughout Indonesia. The selection of respondents was based on purposive sampling method. The analytical method used is Structural Equation Modeling (SEM). The results of this study indicate that there is an influence between e- service quality and customer satisfaction in a positive direction, there is an influence between e-service quality and customer trust in a positive direction, there is an influence between customer satisfaction and repurchase intention in a positive direction, there is an influence between customer trust and customer trust. repurchase intention in a positive direction, there is an influence between customer satisfaction and WOM in a positive direction, there is an influence between customer trust and WOM in a positive direction, and there is an influence of customer trust and site revisit in a positive direction. The implication of this research is that e-commerce improves website quality both in terms of management and infrastructure, pays more attention to the service process to consumers, especially the problem of time accuracy and improves services such as 24-hour customer service.
Downloads
References
Akhmadi, M. D. D., & Martini, E. (2020). Pengaruh Kualitas layanan Terhadap Kepuasan Dan Loyalitas
Pelanggan Aplikasi Ovo. Jurnal Mitra Manajemen, 4(5), 708–720. https://doi.org/10.52160/ejmm.v4i5.385
Ataburo, H., Muntaka, A. S., & Quansah, E. K. (2017). Linkages among Kualitas layanan, Satisfaction, and
Usage of E-Services within Higher Educational Environments. International Journal of Business and Social
Research, 7(3), 10–26. https://doi.org/10.18533/ijbsr.v7i3.1040
Candra Diana, E., & Mulia, D. (2020). Increasing the Visits and Retaining E- Loyalty Towards Website. Dinasti
International Journal of Management Science, 2(2), 291–301. https://doi.org/10.31933/dijms.v2i2.614
Carranza, R., Díaz, E., & Martín-Consuegra, D. (2018). The influence of quality on satisfaction and customer
loyalty with an importance-performance map analysis: Exploring the mediating role of trust. Journal of
Hospitality and Tourism Technology, 9(3), 380–396. https://doi.org/10.1108/JHTT-09-2017-
0104
Chek, Y. L., & Ho, J. S. Y. (2016). Consumer Electronics E-retailing: Why the Alliance of Vendors’ Kualitas
layanan, Trust and Trustworthiness Matters. Procedia - Social and Behavioral Sciences, 219, 804–811.
https://doi.org/10.1016/j.sbspro.2016.05.083
Chelliah, S., Khan, M. J., Krishnan, T., Kamarulzaman, M. E. B. M., & Goh, N.
E. (2019). Factors influencing satisfaction and revisit intention among international exchange students in
Malaysia. Journal of International Education in Business, 12(1), 111–130. https://doi.org/10.1108/JIEB-07-
-0026
Chiu, W., & Cho, H. (2019). E-commerce brand: The effect of perceived brand leadership on consumers’
satisfaction and Niat Pembelian Kembali on e- commerce websites. Asia Pacific Journal of Marketing and
Logistics, 1–24. https://doi.org/10.1108/APJML-10-2018-0403
Choi, Y., & Mai, D. Q. (2018). The sustainable role of the e-trust in the B2C e-commerce of Vietnam.
Sustainability (Switzerland), 10(1), 1–18. https://doi.org/10.3390/su10010291
Demir, A., Maroof, L., Sabbah Khan, N. U., & Ali, B. J. (2021). The role of Kualitas layanan in [8 [8
hapingonline meeting platforms: a case study from higher education sector. Journal of Applied Research in
International Journal of Science, Technology & Management ISSN: 2722 - 4015
Higher Education, 13(5), 1436–1463. https://doi.org/10.1108/jarhe-08-2020-0253
Fortes, N., Rita, P., & Pagani, M. (2017). The effects of privacy concerns, perceived risk and trust on online
purchasing behaviour. International Journal of Internet Marketing and Advertising, 11(4) 307–
https://doi.org/10.1504/IJIMA.2017.087269
Gajewska, T., Zimon, D., Kaczor, G., & Madzík, P. (2020). The impact of the level of Kepuasaan pelanggan on
the quality of e-commerce services. International Journal of Productivity and Performance Management,
(4), 666–684. https://doi.org/10.1108/IJPPM-01-2019-0018
Ghozali, I. (2014). Structural Equation Modeling, Metode Alternatif dengan Partial Least Square (PLS). Badan
Penerbit Universitas Diponegoro.
Hair, J., Hult, G., Ringle, C., & Sarstedt, M. (2014). A Primier On Partial Least Squares Structural Equation
Modeling (PLS-SEM). SAGE Publication, Inc. Hallikainen, H., & Laukkanen, T. (2018). National culture and
Kepercayaan Pelanggan in e-commerce. International Journal of Information
Management, 38(1), 97–106. https://doi.org/10.1016/j.ijinfomgt.2017.07.002
Haryanto, Hidayati, T., & Wahyuni, S. (2021). Pengaruh Experiental Marketing dan Kualitas Pelayanan
Terhadap Kepuasan Konsumen dan WOM. JurnalIlmiah Indonesia, 6(1), 227–239.
Jalilvand, M. R., Salimipour, S., Elyasi, M., & Mohammadi, M. (2017). Factors influencing WOM behaviour in
the restaurant industry. Marketing Intelligence and Planning, 35(1), 81–110. https://doi.org/10.1108/MIP-02-
-0024
Johan, I., Indriyani, R., & Vincēviča-Gaile, Z. (2020). Measuring Niat Pembelian Kembali on Fashion Online
Shopping. SHS Web of Conferences, 76, 01015. https://doi.org/10.1051/shsconf/20207601015.