Dampak E-Service Quality, Kepercayaan dan Kepuasan Terhadap Niat Pembelian Ulang

Keywords: E-Service Quality, Customer Trust, Customer Satisfaction, Repurchase Intention


Nowdays, consumer purchasing behavior is increasingly shifting to online purchases which promise a lot of convenience. This study aims to examine the effect of E-Service Quality, Trust, and Customer Satisfaction on repurchase intentions in the context of online purchases on e-commerce sites in Indonesia. The sample size in this study was 177 respondents. Hypothesis testing was carried out using multiple regression analysis. The results showed that e-service quality, customer trust as well as customer satisfaction had a positive impact on  repurchase intention.


Download data is not yet available.


Abou-Shouk, M. A., & Khalifa, G. S. (2017). The influence of website quality dimensions on e-purchasing behaviour and e-loyalty: a comparative study of Egyptian travel agents and hotels. Journal of Travel and Tourism Marketing, 34(5), 608–623. https://doi.org/10.1080/10548408.2016.1209151

Aparicio, M., Costa, C. J., & Moises, R. (2021). Gamification and reputation: key determinants of e-commerce usage and repurchase intention. Heliyon, 7(3), e06383. https://doi.org/10.1016/j.heliyon.2021.e06383

Ashraf, A. R., & Auh, S. (2014). Cultural Contexts : The Case of Online Shopping Adoption.

Balabanis, G., Reynolds, N., & Simintiras, A. (2006). Bases of e-store loyalty: Perceived switching barriers and satisfaction. Journal of Business Research, 59(2), 214–224. https://doi.org/10.1016/j.jbusres.2005.06.001

Bhat, S. A., & Darzi, M. A. (2020). Online Service Quality Determinants and E-trust in Internet Shopping: A Psychometric Approach. Vikalpa, 45(4), 207–222. https://doi.org/10.1177/02560909211012806

Chetioui, Y., Lebdaoui, H., & Chetioui, H. (2021). Factors influencing consumer attitudes toward online shopping: the mediating effect of trust. EuroMed Journal of Business, 16(4), 544–563. https://doi.org/10.1108/EMJB-05-2020-0046

Fang, Y., Qureshi, I., Sun, H., McCole, P., Ramsey, E., & Lim, K. H. (2014). Trust, satisfaction, and online repurchase intention: The moderating role of perceived effectiveness of e-commerce institutional mechanisms. MIS Quarterly: Management Information Systems, 38(2), 407–427. https://doi.org/10.25300/MISQ/2014/38.2.04

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

Kaya, B., Behravesh, E., Abubakar, A. M., Kaya, O. S., & Orús, C. (2019). The Moderating Role of Website Familiarity in the Relationships Between e-Service Quality, e-Satisfaction and e-Loyalty. Journal of Internet Commerce, 18(4), 369–394. https://doi.org/10.1080/15332861.2019.1668658

Khan, M. A., Zubair, S. S., & Malik, M. (2019). An assessment of e-service quality, e-satisfaction and e-loyalty: Case of online shopping in Pakistan. South Asian Journal of Business Studies, 8(3), 283–302. https://doi.org/10.1108/SAJBS-01-2019-0016

Liang, L. J., Choi, H. C., & Joppe, M. (2018). Exploring the relationship between satisfaction, trust and switching intention, repurchase intention in the context of Airbnb. International Journal of Hospitality Management, 69(October 2017), 41–48. https://doi.org/10.1016/j.ijhm.2017.10.015

Liao, C., Lin, H. N., Luo, M. M., & Chea, S. (2017). Factors influencing online shoppers’ repurchase intentions: The roles of satisfaction and regret. Information and Management, 54(5), 651–668. https://doi.org/10.1016/j.im.2016.12.005

Lien, C. H., Cao, Y., & Zhou, X. (2017). Service quality, satisfaction, stickiness, and usage intentions: An exploratory evaluation in the context of WeChat services. Computers in Human Behavior, 68, 403–410. https://doi.org/10.1016/j.chb.2016.11.061

Meilatinova, N. (2021). Social commerce: Factors affecting customer repurchase and word-of-mouth intentions. International Journal of Information Management, 57(January 2020), 102300. https://doi.org/10.1016/j.ijinfomgt.2020.102300

Osatuyi, B., & Qin, H. (2018). How vital is the role of affect on post-adoption behaviors? An examination of social commerce users. International Journal of Information Management, 40(May 2017), 175–185. https://doi.org/10.1016/j.ijinfomgt.2018.02.005

Punyatoya, P. (2019). Effects of cognitive and affective trust on online customer behavior. Marketing Intelligence and Planning, 37(1), 80–96. https://doi.org/10.1108/MIP-02-2018-0058

Qalati, S. A., Vela, E. G., Li, W., Dakhan, S. A., Hong Thuy, T. T., & Merani, S. H. (2021). Effects of perceived service quality, website quality, and reputation on purchase intention: The mediating and moderating roles of trust and perceived risk in online shopping. Cogent Business and Management, 8(1). https://doi.org/10.1080/23311975.2020.1869363

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

Sullivan, Y. W., & Kim, D. J. (2018). Assessing the effects of consumers’ product evaluations and trust on repurchase intention in e-commerce environments. International Journal of Information Management, 39(December 2017), 199–219. https://doi.org/10.1016/j.ijinfomgt.2017.12.008

Trivedi, S. K., & Yadav, M. (2020). Repurchase intentions in Y generation: mediation of trust and e-satisfaction. Marketing Intelligence and Planning, 38(4), 401–415. https://doi.org/10.1108/MIP-02-2019-0072

Yasri, Y., Susanto, P., Hoque, M. E., & Gusti, M. A. (2020). Price perception and price appearance on repurchase intention of Gen Y: do brand experience and brand preference mediate? Heliyon, 6(11), e05532. https://doi.org/10.1016/j.heliyon.2020.e05532

Yi, Y., & La, S. (2004). What Influences the Relationship between Customer Satisfaction and Repurchase Intention? Investigating the Effects of Adjusted Expectations and Customer Loyalty. Psychology and Marketing, 21(5), 351–373. https://doi.org/10.1002/mar.20009

How to Cite
Widokarti, J., Sitaniapessy, A., & Sitaniapessy, H. (2023). Dampak E-Service Quality, Kepercayaan dan Kepuasan Terhadap Niat Pembelian Ulang. PUBLIC POLICY; Jurnal Aplikasi Kebijakan Publik Dan Bisnis, 4(2), 379-390. https://doi.org/10.51135/PublicPolicy.v4.i2.p379-390