The Role of E-Service Quality and E-Trust on Repurchase Intention Mediated by E-Satisfaction in Tokopedia E-Commerce Users in Surakarta
Year: 2025
Type: article
Study design: Observational Study
Abstract: This study aims to investigate the connection between Surakarta's Tokopedia e-commerce customers' e-satisfaction and e-service quality. With the goal of learning how Surakarta Tokopedia's e-service quality affects customers' propensity to make repeat purchases. In order to discuss how e-trust and e-satisfaction impact Tokopedia online buyers situated in Surakarta. To examine how Tokopedia e-commerce consumers in Surakarta are affected by e-trust on their intention to repurchase. To investigate how e-satisfaction influences Surakarta Tokopedia e-commerce customers' propensity to purchase more. The demographic utilized consists of Surakarta Tokopedia e-commerce consumers. However, the sample consists of 160 respondents who utilize Surakarta's Tokopedia e-commerce platform. Electronic Satisfaction is significantly contributed by Electronic Service Quality, from this result. There is a correlation between electronic satisfaction and electronic belief. From a significant and optimal technique with statistics, the enemy of electronic services contributes to shopping intentions. There is a significant contribution between shopping intentions and electronic satisfaction. Consumers who are satisfied with online services will contribute to shopping potential. Satisfaction from electronic services plays a role as a mediator between intentions and service quality in shopping. Its contribution with statistics is very significant. Strong relationship with electronic belief and E-Satisfaction substantiates the validity of the seventh hypothesis.
Authors: STIE Atma Bhakti Surakarta, andika Cahyo Widakdo, Edi Priyono, STIE Atma Bhakti Surakarta
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4410865935