Effect of E-Service Quality on Repurchase Intention: Testing the Role of E-Satisfaction as Mediator Variable
Veronika Trivia Lestari1, Jeanne Ellyawati2
1Veronika Trivia Lestari, Universitas Atma Jaya Yogyakarta.
2Jeanne Ellyawati, Universitas Atma Jaya Yogyakarta.
Manuscript received on 09 August 2019 | Revised Manuscript received on 16 August 2019 | Manuscript Published on 31 August 2019 | PP: 123-127 | Volume-8 Issue-9S2 August 2019 | Retrieval Number: I10240789S219/19©BEIESP DOI: 10.35940/ijitee.I1024.0789S219
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open-access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: Recent developments in information and communication technology have contributed to tremendous economic efficiency. Companies that can take advantage of the sophistication of information and communication technology can operate more efficiently. Firm efficiency will tend to lower product prices and faster delivery time. It is expected to increase consumer satisfaction and repurchase intention. This study investigates the influence of e-service quality on repurchase intention with satisfaction as mediating variable. E-service quality was measured by five variables, namely ease of use, website design, security, personalization, and responsiveness. Good service quality tends to satisfy consumers and leads to repurchase intentions. To collect data, this study used survey design with purposive sampling method. The sample in this study are respondents who have experience in purchasing airline etickets for domestic flights within last year. To collect data, we distributed structured questionnaires to 263 respondents. To verify hypothesis, this study used descriptive statistics and hierarchical regression analysis. The results showed that esatisfaction partially mediate the influence of ease of use, website design, responsiveness, and personalization on repurchase intentions. While e-satisfaction proved fully mediates the influence of security guarantees on repurchase intention.
Keywords: E-Satisfaction, E-Service Quality, Online Shopping, Repurchase Intention.
Scope of the Article: Context Awareness and Personalization, Autonomic and Trusted Computing