Pengaruh Website Design Quality Dan Kualitas Jasa Terhadap Repurchase Intention : Variabel Trust Sebagai Variabel Mediasi

Abstract

<p><em>This research was conducted in order to assess the direct and indirect effect of website design quality and service quality toward consumers’ repurchase intention, both directly and indirectly through trust in the Indonesian e-commerce industry. This research implemented survey method, in which questionnaire were distributed to a total of 270 respondents, thus enabling the data to be analyzed. Data were collected from three cities in the Indonesian regions, which are Jakarta, Bandung, and Tangerang. Data were analyzed using partial least squares-structural equation modeling (PLS-SEM) method. Based on the results of the data analysis, it was revealed that both website design quality and service quality had a positive impact on Indonesian consumers’ repurchase intention, both directly or indirectly. Furthermore, trust partially mediated the impact between website design quality, service quality, and repurchase intention. </em></p>

The Effect of Website Design Quality and Service Quality toward Repurchase Intention in the E-commerce Industry: A Cross-Continental Analysis

“…Previous research by Zhou et al (2009) in the Chinese e-commerce industry finds that service quality plays a greater role in affecting consumers' repurchase intention compared to website design quality where these relationships were mediated by customer satisfaction and customer satisfaction. Moreover, previous research conducted by Wilson and Keni (2018) in the Indonesian e-commerce industry provides similar results that show both website design quality and service quality have a positive and significant effect on consumers' repurchase intention, both directly and indirectly through trust. Furthermore, this research also concludes that service quality plays a greater role in affecting consumers' repurchase intention as compared to website design quality.…”

“…In terms of e-commerce, as with other industries, the importance for business of repurchase intention has been underlined by several researchers or authors Wilson and Keni 2018;Wilson 2018;Wilson and Christella 2019;Bernarto et al 2019). Also known as the factor which could assess customer's loyalty, establishing repurchase intention in consumers' minds is an important task which each company has to do in order to be successful.…”

The Impact of Brand Evaluation, Satisfaction, and Trust to Brand Loyalty : A Case Study of the Indonesian Smartphone Industry

“…Loyalty had been long understood as one of the most important trait and factor which could determine to which direction companies will going to (Wilson & Keni, 2018;Wilson, 2018). It is because without loyalty, it is almost impossible for companies to retain their customers, and considering the large number of competitors conducting their business in the same or similar industry with us, it will be easy to assume that it wouldn't take much time for the customers to shift their interests and preferences to what our competitors are about to offer (Wilson, 2018).…”

“…Brand evaluation itself could be defined or understood as customers' self-evaluation toward a brand that he or she had just been exposed to, in which this evaluation could be both negative or positive (Velotsou, 2015). Meanwhile, satisfaction could be defined as customers' perception in regards with the quality of the product or service that was offered by a company, whether or not the quality of that service exceeded the customers expectation (Wilson & Keni, 2018;Wilson, 2018). Furthermore, brand relationship could be defined as the emotional bond that was formed between customer and the brand itself, in which strong brand relationship between customers and the brand will most likely cause the possibility of the customers shifting their preferences to the other brand (within the same product or service category) to be minimum (Wilson, Theodorus & Tan, 2018).…”

“…Furthermore, brand relationship could be defined as the emotional bond that was formed between customer and the brand itself, in which strong brand relationship between customers and the brand will most likely cause the possibility of the customers shifting their preferences to the other brand (within the same product or service category) to be minimum (Wilson, Theodorus & Tan, 2018). Meanwhile, trust could be defined as customers' state of belief that the brand in which the customers had just been exposed to is the one that they believe won't disappoint them (Wilson & Keni, 2018). Meanwhile, brand loyalty could be defined as customers' attitude toward the brand, in which customers won't use or buy any products or services from the other brands, other than the one that they're currently using (Wilson, 2018).…”