Pengaruh Kualitas Layanan Elektronik, Kepercayaan Elektronik, Dan Kepuasan Elektronik Terhadap Niat Membeli Kembali Pada Tokopedia
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Institusion
Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya
Author
Aryani, Nadillah
Subject
658.8 - MANAGEMENT OF MARKETING
Datestamp
2024-05-28 02:14:41
Abstract :
This study aims to analyze the effect of service quality, trust and electronic satisfaction, on repurchase intentions on Tokopedia. This research was tested on Tokopedia customers as many as one hundred and fifty-one research samples who had criteria as respondents obtained using purposive sampling technique. The quantitative approach research method PLS-SEM analysis technique using the SmartPLS 4 test tool was carried out to test the validity and reliability of the data used in the study as well as being used for testing the research hypothesis. The hypothesis states that electronic service quality has a significant positive effect on electronic satisfaction, electronic trust has a significant positive effect on electronic satisfaction and electronic satisfaction has a significant positive effect on repurchase intentions. The test results show that the better the quality of Tokopedia's service to customers will increase customer satisfaction electronically. The high customer trust in Tokopedia will also increase customer satisfaction electronically. The higher level of satisfaction from Tokopedia customers encourages customers to buy back electronically on Tokopedia. The results of this study can be used as material for study that people still need Tokopedia as an e-commerce platform that has the ability to provide good, quality, safe, trustworthy and satisfying services, especially can be recommended in terms of products and delivery services.
This study aims to analyze the effect of service quality, trust and electronic satisfaction, on repurchase intentions on Tokopedia. This research was tested on Tokopedia customers as many as one hundred and fifty-one research samples who had criteria as respondents obtained using purposive sampling technique. The quantitative approach research method PLS-SEM analysis technique using the SmartPLS 4 test tool was carried out to test the validity and reliability of the data used in the study as well as being used for testing the research hypothesis. The hypothesis states that electronic service quality has a significant positive effect on electronic satisfaction, electronic trust has a significant positive effect on electronic satisfaction and electronic satisfaction has a significant positive effect on repurchase intentions. The test results show that the better the quality of Tokopedia's service to customers will increase customer satisfaction electronically. The high customer trust in Tokopedia will also increase customer satisfaction electronically. The higher level of satisfaction from Tokopedia customers encourages customers to buy back electronically on Tokopedia. The results of this study can be used as material for study that people still need Tokopedia as an e-commerce platform that has the ability to provide good, quality, safe, trustworthy and satisfying services, especially can be recommended in terms of products and delivery services.
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