This study aimed to analyze the effects of website design quality and service quality on customer trust, in which customer trust is a determinant of repurchase intention. Meanwhile, website design quality and service quality are also the predictors of repurchase intention through customer trust among the Shopee customers in Jakarta. The data collection technique was carried out using a questionnaire and distributed through online social media. This study used 170 respondents acquired through convenience-sampling technique. Data was analyzed using PLS-SEM. The result of this research is that website design quality and service quality positively affect customer trust, customer trust positively affects repurchase intention, website design quality and service quality positively affect repurchase intention through customer trust as a mediating variable.
This study aims to analyze and know about the impact of website design quality and service quality are the predictor to customer trust, whether customer trust is predictor to repurchase intention, whether website design quality and service quality are predictor to repurchase intention through customer trust on Shopee website customers in Jakarta. This study used 170 samples selected using convenience sampling techniques, where the selected sample were of Shopee’s customers in Jakarta. The data collection technique was carried out using a questionnaire. Data were analyzed using PLS-SEM. The result of this research is that website design quality and service quality may positively predict customer trust, customer trust may positively predict repurchase intention, website design quality and service quality may positively predict repurchase intention through customer trust. Tujuan penelitian ini adalah untuk mengetahui apakah kualitas desain situs web dan kualitas layanan merupakan prediktor terhadap kepercayaan pelanggan, apakah kepercayaan pelanggan merupakan prediktor terhadap niat beli kembali, apakah kualitas desain situs web dan kualitas layanan merupakan prediktor terhadap niat beli kembali melalui kepercayaan pelanggan pada pelanggan situs web Shopee di Jakarta. Penelitian ini menggunakan 170 sampel yang dipilih dengan menggunakan teknik convenience sampling, dimana sampel yang dipilih adalah pelanggan situs web Shopee di Jakarta. Teknik pengambilan data dilakukan dengan menggunakan kuesioner. Data dianalisis dengan menggunakan PLS-SEM. Hasil penelitian ini adalah apakah kualitas desain situs web dan kualitas layanan dapat memprediksi secara positif kepercayaan pelanggan, kepercayaan pelanggan dapat memprediksi secara positif niat beli kembali, apakah kualitas desain situs web dan kualitas layanan dapat memprediksi secara positif niat beli kembali melalui kepercayaan pelanggan.
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