Effect of E-Service Quality and E-Trust on Customer E-Repurchase Intention and Customer E-Satisfaction as Intervening Variable (Case Study: Shopee Users)

Abstract

The purpose of this study is to examine: the effect of E-Service Quality and E-Trust on Customer E-Repurchase Intention and Customer E-Satisfaction as intervening variable on Shopee users in Padang City. The sample used in this study was 200 samples with the criteria of Shopee consumers in the city of Padang who had shopped on the Shopee site at least twice a year, the sampling technique was purposive sampling. This research was analyzed using SEM analysis with SmartPLS software version 3.3.9. The result of this study are: E-Service Quality has a positive and significant effect on E-Repurchase Intention, E-Trust has a positive and significant impact on E-Repurchase Intention, E-Service Quality has a positive and significant impact on E-Satisfaction, E-Trust has a positive and significant effect on E-Satisfaction, E-Satisfaction has a positive and significant influence on E-Repurchase Intention, E-Service Quality has a positive and significant impact on E-Repurchase Intention through E-Satisfaction, E -Trust has a positive and significant effect on E-Repurchase Intention through E-Satisfaction.