Pengaruh E-Service Quality terhadap Repurchase Intention melalui E-Satisfaction pada Pengguna Aplikasi Tokopedia di Kota Bandung

Abstract

This study seeks to assess the impact of e-service quality on repurchase intention via e-satisfaction among Tokopedia application users in Bandung City. The survey comprised 120 participants who were avid users of Tokopedia. Data collection was conducted via the dissemination of online questionnaires, employing a cross-sectional temporal technique for a singular study. The research instrument underwent a validity and reliability assessment, along with classical assumption testing and multiple regression analysis. Data analysis was conducted utilizing SPSS version 27 software and the Sobel test to evaluate the mediation effect. This study's findings indicate that e-service quality positively and significantly influences repurchase intention via e-satisfaction. Simultaneously, the quantity of samples, sampling methodologies, and data processing procedures may be modified according to the subjects evaluated by prior researchers. The findings of this study are anticipated to assist managers of the examined entities in formulating pertinent strategies or plans.