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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
- Source :
- International Journal of Data and Network Science. 7:329-340
- Publication Year :
- 2023
- Publisher :
- Growing Science, 2023.
-
Abstract
- 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.
Details
- ISSN :
- 25618156 and 25618148
- Volume :
- 7
- Database :
- OpenAIRE
- Journal :
- International Journal of Data and Network Science
- Accession number :
- edsair.doi...........931a6aaee360110d78ece5e2b671874c