Effect of E-Service Quality on E-Repurchase Intention in Indonesia Online Shopping: E-Satisfaction and E-Trust as Mediation Variables

Alam, M. Z., Hoque, M. R., Hu, W., & Barua, Z. (2020). Factors influencing the adoption of mHealth services in a developing country: A patient-centric study. International Journal of Information Management, 50, 128–143. https://doi.org/10.1016/j.ijinfomgt.2019.04.016

Al-Dweeri, R. M., Obeidat, Z. M., Al-dwiry, M. A., Alshurideh, M. T., & Alhorani, A. M. (2017). The Impact of E-Service Quality and E-Loyalty on Online Shopping: Moderating Effect of E-Satisfaction and E-Trust. International Journal of Marketing Studies, 9(2), 92. https://doi.org/10.5539/ijms.v9n2p92

Alrubaiee, L., & Alkaa’ida, F. (2011). The Mediating Effect of Patient Satisfaction in the Patients’ Perceptions of Healthcare Quality – Patient Trust Relationship. International Journal of Marketing Studies, 3(1). https://doi.org/10.5539/ijms.v3n1p103

Anggraeni, N. M. S., & Yasa, N. N. K. (2012). E-Service Quality Terhadap Kepuasan dan Loyalitas Pelanggan dalam Penggunaan Internet Banking. Jurnal Keuangan dan Perbankan, 16(2), 329-343.

APJII. (2020). Survei Pengguna Internet Indonesia 2020. (74th Ed). Buletin APJII.

Blut, M., Frennea, C. M., Mittal, V., & Mothersbaugh, D. L. (2015). How procedural, financial and relational switching costs affect customer satisfaction, repurchase intentions, and repurchase behavior: A meta-analysis. International Journal of Research in Marketing, 32(2), 226–229. https://doi.org/10.1016/j.ijresmar.2015.01.001.

Chek, Y. L., & Ho, J. S. Y. (2016). Consumer Electronics E-retailing: Why the Alliance of Vendors’ E-service Quality, Trust and Trustworthiness Matters. Procedia - Social and Behavioral Sciences, 219, 804–811. https://doi.org/10.1016/j.sbspro.2016.05.083.

Cronin, J., Brady, M. K., & Hult, G. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193–218. https://doi.org/10.1016/s0022-4359(00)00028-2.

Ferdinand. (2013). Metode Penelitian Manajemen: Pedoman Penelitian untuk Skripsi, Tesis dan Disertai Ilmu Manajemen. Semarang: Universitas Diponegoro.

Filieri, R., & Lin, Z. (2017). The role of aesthetic, cultural, utilitarian and branding factors in young Chinese consumers’ repurchase intention of smartphone brands. Computers in Human Behavior, 67, 139–150. https://doi.org/10.1016/j.chb.2016.09.057

Firmansyah, N., & Ali, H. (2019). Consumer Trust Model: The Impact of Satisfaction and E-Service Quality Toward Repurchase Intention in E-Commerce. Saudi Journal of Humanities and Social Sciences, 4(8), 552-559.

Fortes, N., Rita, P., & Pagani, M. (2017). The Effect of Privacy Concerns, Perceived Risk and Trust on Online Purchasing Behaviour. International Journal of Internet Marketing and Advertisement, 11(4), 307-329. https://doi.org/10.1504/IJIMA.2017.087269.

Ghane, S., Fathian, M. & Golamian, M.R. (2011). Full Relationship Among E-Satisfaction, E-Trust, E-Service Quality, and E-Loyalty: The Case of Iran E-Banking. Journal of Theoretical and Applied Information Technology, 33(1).

Giovanis, A. N., & Athanasopoulou, P. (2014). Gaining customer loyalty in the e-tailing marketplace: the role of e-service quality, e-satisfaction and e-trust. International Journal of Technology Marketing, 9(3), 288. https://doi.org/10.1504/ijtmkt.2014.063857

Hair, J. F., Hult, G. M., Ringle, C. M. & Sarstedt, M. (2014). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). Los Angeles: SAGE Publication.

Hasman, H. C. P., Ginting, P., Rini, E. S. (2019). The Influence of E-Service Quality on E-Satisfaction And Its Impact on Repurchase Intention in Using E-Commerce Applications on Students of Universitas Sumatera Utara. International Journal of Research and Review, 6(10), 299–307.

Henkel, D., Houchaime, N., Locatelli, N., Singh, S., Zeithaml, V.A., & Bitterner. (2006). The impact of Emerging WLANs on Incumbent Cellular Service Providers in The U.S. Singapore: McGraw-Hill.

Jonathan, H. (2013). Analisis Pengaruh E-Service Quality Terhadap Customer Satisfaction Yang Berdampak Pada Customer Loyalty PT Bayu Buana Travel Tbk. Journal The Winners, 14(2): 104-112. https://doi.org/10.21512/tw.v14i2.650.

Kim, C., Galliers, R. D., Shin, N., Ryoo, J. H., & Kim, J. (2012). Factors influencing Internet shopping value and customer repurchase intention. Electronic Commerce Research and Applications, 11(4), 374–387. https://doi.org/10.1016/j.elerap.2012.04.002

Kotler, P & Armstrong, G. (2012). Principles of Marketing. New Jersey: Prentice Hall.

Kotler, P., & Keller, K. L. (2016). Marketing Management (Ed 15). England: Pearson.

Lee, M. K., & Turban, E. (2001). A Trust Model For Consumer Internet Shopping. International Journal of Electronic Commerce, 6(1), 75-91. https://doi.org/10.1080/10864415.2001.11044227.

Liu, T. H. (2012). Effect of E-service Quality on Customer Online Repurchase Intention. Lynn University: SPIRAL.

Martinez, P. & Bosque, I. R. (2013). CSR and Customer Loyalty: The Roles of Trust, Customer Identification with The Company and Satisfaction. International Journal Hospital Management, 35, 89–99. https://doi.org/10.1016/j.ijhm.2013.05.009.

Oliveira, T., Alhinho, M., Rita, P., & Dhillon, G. (2017). Modelling and testing consumer trust dimensions in e-commerce. Computers in Human Behavior, 71, 153–164. https://doi.org/10.1016/j.chb.2017.01.050.

Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL. Journal of Service Research, 7(3), 213–233. https://doi.org/10.1177/1094670504271156.

Pereira, H. G., Salgueiro, M. D. F., & Rita, P. (2016). Online purchase determinants of loyalty: The mediating effect of satisfaction in tourism. Journal of Retailing and Consumer Services, 30, 279–291. https://doi.org/10.1016/j.jretconser.2016.01.003.

Pham, T. S. H., & Ahammad, M. F. (2017). Antecedents and consequences of online customer satisfaction: A holistic process perspective. Technological Forecasting and Social Change, 124, 332–342. https://doi.org/10.1016/j.techfore.2017.04.003.

Prisanti, D.M., Suyadi, I., & Arifin, Z. (2017). Pengaruh E-Service Quality Dan E- Trust Terhadap E-Customer Satisfaction Serta Implikasinya Terhadap Ecustomer Loyalty. Journal Of Business Studies, 2(1), 19–38.

Purnamasari, D. (2018). The Roles of E-Service Quality , E-Trust , and E- Satisfaction on Online Retail Loyalty. Industrial Research Workshop and National Seminar, 1(2), 634–641.

Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690. https://doi.org/10.1016/j.heliyon.2019.e02690.

Raihana, Z., & Setiawan, P. Y. (2018). Anteseden Kepuasan Pelanggan dan Dampaknya Pada Niat Pembelian Ulang. E-Jurnal Manajemen Universitas Udayana, 7(4), 1892. https://doi.org/10.24843/ejmunud.2018.v07.i04.p07.

Saleem, M. A., Zahra, S., & Yaseen, A. (2017). Impact of service quality and trust on repurchase intentions – the case of Pakistan airline industry. Asia Pacific Journal of Marketing and Logistics, 29(5), 1136–1159. https://doi.org/10.1108/apjml-10-2016-0192.

Santoso, V.A. & Farida, N. (2020). Pengaruh Website Design dan E-Service Quality Terhadap E-Repurchase Intention Melalui E-Trust (Studi Pada Pelanggan Lazada di FISIP Universitas Diponegoro). Jurnal Administrasi Bisnis, 9(4), 634-643. https://doi.org/10.14710/jiab.2020.28973.

Saodin, Suharyono, Arifin, Z., & Sunarti. (2019). 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. Russian Journal of Agricultural and Socio-Economic Sciences, 93(9), 27–38. https://doi.org/10.18551/rjoas.2019-09.03.

Shin, J. I., Chung, K. H., Oh, J. S., & Lee, C. W. (2013). The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea. International Journal of Information Management, 33(3), 453–463. https://doi.org/10.1016/j.ijinfomgt.2013.02.003.

Statista. (2018, July). Number of Digital Buyers in Indonesia from 2016-2022. http://www.statista.com.

Statista. (2021, December). E-commerce in Indonesia. http://www.statista.com.

Suhaily, L., & Soelasih, Y. (2017). What Effect Repurchase Intention of Online Shopping. International Bussiness Research, 10(12), 1913–2012. https://doi.org/10.5539/ibr.v10n12p113.

Trivedi, S. K., & Yadav, M. (2020). Repurchase in Y Generation: Mediation Of Trust and E-Satisfaction. Journal Marketing Intelligence & Planning, 38(4), 401-415. https://doi.org/10.1108/MIP-02-2019-0072.

Tyran, C. K., & Ross, S.C. (2006). Service Quality Expectations And Perceptions: Use Of The SERVQUAL Instrument For Requirements Analysis. Issues in Information Systems, 7(1), 357-362. https://doi.org/10.48009/1_iis_2006_357-361.

Wilis, R.A. & Nurwulandari, A. (2020). The Effect of E-Service Quality, E-Trust, Price and Brand Image Towards E-Satisfaction and Its Impact on E-Loyalty of Traveloka's Customer. Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi), 4(3), 1061-1099.

Wu, J. J., Hwang, J. N., Sharkhuu, O., & Tsogt-Ochir, B. (2018). Shopping online and off-line? Complementary service quality and image congruence. Asia Pacific Management Review, 23(1), 30–36. https://doi.org/10.1016/j.apmrv.2017.01.004.

Yaqin, A. (2020). Peran E-Satisfaction Sebagai Mediasi Pada E-Wom (Studi Pada Pelanggan Olx). Jurnal Ilmu Manajemen, 8, 506–516.

Yulfikasari, Muchlis, N., Arman & Samsualam. (2021). Kualitas Pelayanan Terhadap Kepuasan dan Kepercayaan Pasien Rawat Inap di Rumah Sakit DR Sumantri Pare-Pare. Journal of Muslim Community Health (JMCH), 2(3),154-164.

Zhou, T., Lu, Y., & Wang, B. (2009). The Relative Importance of Website Design Quality and Service Quality in Determining Consumers’ Online Repurchase Behavior. Information Systems Management, 26(4), 327–337. https://doi.org/10.1080/10580530903245663.