دورية أكاديمية
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
| العنوان: | 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 |
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| المؤلفون: | Yanti Mayasari Ginting, Teddy Chandra, Ikas Miran, Yusriadi Yusriadi |
| المصدر: | International Journal of Data and Network Science, Vol 7, Iss 1, Pp 329-340 (2023) |
| بيانات النشر: | Growing Science, 2023. |
| سنة النشر: | 2023 |
| المجموعة: | LCC:Social Sciences LCC:Management. Industrial management |
| مصطلحات موضوعية: | Social Sciences, Management. Industrial management, HD28-70 |
| الوصف: | 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. |
| نوع الوثيقة: | article |
| وصف الملف: | electronic resource |
| اللغة: | English |
| تدمد: | 2561-8148 2561-8156 |
| Relation: | http://www.growingscience.com/ijds/Vol7/ijdns_2022_129.pdf; https://doaj.org/toc/2561-8148; https://doaj.org/toc/2561-8156 |
| DOI: | 10.5267/j.ijdns.2022.10.001 |
| URL الوصول: | https://doaj.org/article/429da8f257fa431895e94b84e1502044 |
| رقم الأكسشن: | edsdoj.429da8f257fa431895e94b84e1502044 |
| قاعدة البيانات: | Directory of Open Access Journals |
Full Text Finder | تدمد: | 25618148 25618156 |
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| DOI: | 10.5267/j.ijdns.2022.10.001 |