Effects of Service Quality on Consumer Satisfaction and Repurchase Intention of Apparel Products and Hairdressing Services for Silver Consumers

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

Download Full-text

E-SERVICE QUALITY, CUSTOMER SATISFACTION, AND REPURCHASE INTENTION: ANALYZING THE IMPACT ON E-COMMERCE PLATFORM

Jurnal Aplikasi Manajemen ◽

10.21776/ub.jam.2021.019.04.11 ◽

2021 ◽

Vol 19 (4) ◽

pp. 825-837

Author(s):

Putu Puspita Sari Sastradi Putri ◽

◽

Cut Irna Setiawati ◽

Keyword(s):

Data Analysis ◽

Service Quality ◽

Consumer Satisfaction ◽

Quantitative Methods ◽

Descriptive Analysis ◽

Sampling Technique ◽

Sem Analysis ◽

Repurchase Intention ◽

Analysis Techniques ◽

The Impact

This research measured the effect of e-service quality on e-consumer satisfaction which has an impact on repurchase intention. This research aims to describe how the e-service quality conducted by e-commerce, named Bukalapak, affected e-consumer satisfaction, which will impact Bukalapak repurchase intention. This research uses quantitative methods with descriptive analysis. This research sampling technique was non-probability sampling and invited 150 respondents purchased on Bukalapak more than once as experience. Regarding data analysis techniques, this research used descriptive analysis and PLS-SEM analysis through SmartPLS 3.0 software. Based on description analysis, the e-service quality impacts e-consumer satisfaction since e-commerce provider has been provided programs such as the clear direction of giving comments and purchase feedback through online and application. Unfortunately, the repurchase intention on the e-commerce platform is below expectation (under sales). SEM-PLS results showed that e-service quality has a significant impact on e-consumer satisfaction in using e-commerce platforms. E-service quality has a significant impact on repurchase and e-consumer satisfaction has an impact on repurchase intention in using Bukalapak. Based on the results, e-service quality impacts repurchase intention through e-consumer satisfaction as a mediating variable in e-commerce platforms.

Download Full-text