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.

<p><em>This study examines the Sustainable Competitive Advantage model in the creative industries of the Visual Communication Design (DKV) sub-sector through a review of Social Capital and the mediating role of the Knowledge Management System (KMS). This research is quantitative descriptive, using cross sectional time dimension. The population in this study consisted of owners, managers, and designers in the DKV business in Riau Province, Indonesia. The research method is probability sampling using cluster sampling techniques. The samples used were 202. Data were collected through a questionnaire consisting of 41 questions. The results of this test is that there is a relationship between social capital and the knowledge management system. Knowledge Management System mediates the relationship between Social Capital and Sustainable Competitive Advantage. This research was conducted at DKV Enterprises so it needs to be extended to other creative industry sub-sectors to further validate the models that have been developed. So that the benefits obtained will be more extensive and meaningful for the creative industry holistically. Previous research has concentrated on the effect of social capital on knowledge management on the character of business organizations by not normalizing knowledge as the main competitiveness in organizations. Furthermore KMS in the creative economy is Knowledge Collaboration from various elements that support the creation of superior creative products.</em></p><p><em><br /></em></p><p><em>Penelitian ini menganalisis peran mediasi <em>Knowledge Managemant System</em> (KMS) dan modal sosial terhadap <em>Sustainable Competitive Advantage</em> (SCA) pada industri kreatif sub-sektor Desain Komunikasi Visual (DKV). Penelitian ini adalah penelitian kuantitatif, menggunakan dimensi waktu <em>cross sectional</em>. Populasi dalam penelitian ini terdiri dari pemilik, manajer, dan desainer dalam bisnis DKV di Provinsi Riau, Indonesia. Metode penelitian ini adalah <em>probability</em>, menggunakan teknik <em>cluster sampling</em>. Sampel yang digunakan adalah 202 responden. Data dikumpulkan melalui kuesioner yang terdiri dari 41 pertanyaan. Hasil tes ini adalah bahwa terdapat hubungan modal sosial terhadap KMS. KMS memediasi hubungan antara modal sosial terhadap SCA. Penelitian ini dilakukan pada usaha DKV sehingga perlu diperluas ke sub-sektor industri kreatif lainnya untuk lebih memvalidasi model penelitian yang telah dikembangkan. Penelitian ini memberikan manfaat bagi industri kreatif untuk dapat mengetahui dimensi atau aspek dari setiap variabel penelitian yang perlu diberi perhatian untuk diterapkan, sehingga dapat mencapai SCA. Penelitian sebelumnya telah dilakukan pada pengaruh modal sosial pada KMS pada karakter organisasi bisnis yang dimana pengetahuan tacit bukanlah sebagai daya saing utama dalam organisasi. KMS usaha dalam industri kreatif adalah kolaborasi pengetahuan dari berbagai elemen didalam ekosistem yang mendukung mulai dari penciptaan gagasan untuk menghasilkan produk kreatif sampai kepada pengembangan produk dan pemasarannya.</em></p>

The purpose of this study is to analyze the effect of business Knowledge Management System (KMS) of creative industry in the visual communication design sub-sector to attain sustainable competitive advantage. This research is a quantitative research using survey method with a questionnaire as the instrument. The population in this study consists of business owners, business managers, and creative workers in the business of visual communication design sub-sector located in Riau, Indonesia. The sample size is 202 and the sampling method used is purposive sampling, there are 34 questions in the questionnaire and analyzed by using SEM AMOS. This study found that KMS of the business effect sustainable competitive advent age. Both basic competing strategies and strategic competitiveness can be used as dimensions of sustainable competitive advantage. This study is conducted in Visual Communication Design so that it needs to be extended to other sub-sectors to further validate the model.

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