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

• Published in: International journal of data and network science (Print) Vol. 7; no. 1; pp. 329 - 340
• Main Authors: Ginting, Yanti Mayasari, Chandra, Teddy, Miran, Ikas, Yusriadi, Yusriadi
• Format: Journal Article
• Language: English
• Published: Growing Science 2023
• ISSN: 2561-8148; 2561-8156
• DOI: 10.5267/j.ijdns.2022.10.001

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.