The Effect Of E-Service Quality On Repurchase Interests Of The Online Shopping Shopee Indonesia

Yen Efawati, Rafi Fauzan Rifaturrahman, Harmon Chaniago

Abstract


E-service quality is an essential factor influencing customers' decision to repurchase in e-commerce. In practice, many e-commerce companies cannot provide fast service when customers experience problems or have questions. Therefore, this research needs to be carried out to prove that online service quality influences repurchase interest. The quantitative descriptive method was used in this study. Furthermore, this study analyzes how e-service quality affects customers' decisions when repurchasing. Validity and reliability tests, normality tests, and simple linear regression analysis were conducted on data from 103 Bandung State Polytechnic students. Data collection is done through links in social media or G-Form. The research results show that the seven dimensions of electronic service quality significantly influence repurchase interests. This shows that raising the caliber of electronic services increases customers' desire to repurchase, particularly with Shopee Indonesia's online marketplace. This research discusses repurchase interest among vocational school students based on the quality of electronic services they perceive and confirms the seven dimensions that have been identified. This research also has implications for marketing management practices to create more innovation, especially improvements in electronic services for sustainable business continuity.


Keywords


E-Service Quality; Repurchase Interest; E-Commerce

Full Text:

PDF

References


Aditi, B., Silaban, P., & Edward, Y. R. (2023). The effect of social media and word of mouth on buying interest and brand image in creative economic business. International Journal of Data and Network Science, 7(1), 225–234. https://doi.org/10.5267/j.ijdns.2022.11.001

Al Romi, F., & Murtiningsih, D. (2020). Brand Trust Sebagai Variabel Mediasi Pengaruh Customer Relationship Management dan Service Quality Terhadap Loyalitas Mahasiswa. Jurnal Ekonomika Dan Manajemen, 9(1), 10–24.

Amalia, L., & Putra, P. (2021). The Effect of Service Quality, Product Quality, Experimental Marketing and Location by Intervening Consumer Satisfaction on McDonald’s Repurchase Interest in the Green Garden Kedoya Branch. Journal of Management and Leadership, 4(1). https://doi.org/10.47970/jml.v4i1.205

Ananda, A. N., Jamiat, N., & Pradana, M. (2021). The Influence of Product Quality on Repurchase Interest in Nature Republic. International Journal of Management (IJM), 12(3).

Aparicio, M., Costa, C. J., & Moises, R. (2021). Gamification and reputation: key determinants of e-commerce usage and repurchase intention. Heliyon, 7(3). https://doi.org/10.1016/j.heliyon.2021.e06383

BPS. (2023). Statistik eCommerce 2022/2023. Badan Pusat Statistik.

Chang, Y. P., Gao, Y., & Zhu, D. H. (2015). The Impact of Product Regret on Repurchase Intention. Social Behavior and Personality: An International Journal, 43(8), 1347–1360. https://doi.org/10.2224/sbp.2015.43.8.1347

Chaniago, H., Muharam, H., & Efawati, Y. (2023). Metode Riset Bisnis dan Permodelan (Y. Efawati, Ed.; 1st ed.). PT. Edukasi Riset Digital.

Collins, A. (2017). Service Quality Perspectives, Management and Improvement Strategies. Nova Science Publishers, Incorporated.

Cuesta‐Valiño, P., Rodríguez, P. G., & Núñez‐Barriopedro, E. (2019). The impact of corporate social responsibility on customer loyalty in hypermarkets: A new socially responsible strategy. Corporate Social Responsibility and Environmental Management, 26(4), 761–769. https://doi.org/10.1002/csr.1718

Endeshaw, B. (2021). Healthcare service quality-measurement models: a review. In Journal of Health Research (Vol. 35, Issue 2). https://doi.org/10.1108/JHR-07-2019-0152

Firmansyah, N., & Ali, H. (2019). Consumer Trust Model: The Impact of Satisfaction and E-Service Quality toward Repurchase Intention in E-Commerce. Saudi Journal of Humanities and Social Sciences . https://doi.org/10.21276/sjhss.2019.4.8.4

Ginting, Y. M., Chandra, T., Miran, I., & Yusriadi, Y. (2023). Repurchase intention of e-commerce customers in Indonesia: An overview of the effect of e-service quality, e-word of mouth, customer trust, and customer satisfaction mediation. International Journal of Data and Network Science, 7(1). https://doi.org/10.5267/j.ijdns.2022.10.001

Goyal, S., Sergi, B. S., & Esposito, M. (2019). Literature review of emerging trends and future directions of e-commerce in global business landscape. In Management and Sust. Development (Vol. 15, Issue 2). https://doi.org/10.1504/wremsd.2019.098454

Hair Jr, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate Data Analysis (7 ed). Prentice Hall.

Ikhsani, K. (2020). Purchase Decision Model: Price Analysis and Brand Awareness Towards Repurchase Interest. Journal of Marketing and Consumer Research, 73, 9–16. https://doi.org/10.7176/jmcr/73-02

Juwaini, A., Chidir, G., Novitasari, D., Iskandar, J., Hutagalung, D., Pramono, T., Maulana, A., Safitri, K., Fahlevi, M., Sulistyo, A. B., & Purwanto, A. (2022). The role of customer e-trust, customer e-service quality and customer e-satisfaction on customer e-loyalty. International Journal of Data and Network Science, 6(2). https://doi.org/10.5267/j.ijdns.2021.12.006

Kasiri, L. A., Guan Cheng, K. T., Sambasivan, M., & Sidin, S. Md. (2017). Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty. Journal of Retailing and Consumer Services, 35, 91–97. https://doi.org/10.1016/j.jretconser.2016.11.007

Kotler, P., & Keller, K. (2016). Marketing Management (14th, Global Edition ed.). Pearson Prentice Hall.

Kumar, P., Mokha, A. K., & Pattnaik, S. C. (2022). Electronic customer relationship management (E-CRM), customer experience and customer satisfaction: evidence from the banking industry. Benchmarking: An International Journal, 29(2), 551–572. https://doi.org/10.1108/BIJ-10-2020-0528

Kundu, S., & Datta, S. K. (2015). Impact of trust on the relationship of e-service quality and customer satisfaction. EuroMed Journal of Business, 10(1), 21–46. https://doi.org/10.1108/EMJB-10-2013-0053

Luo, C., Shen, L., & Gao, H. (2017). Modified importance-performance analysis of e-service quality. Journal of Electronic Commerce in Organizations, 15(1). https://doi.org/10.4018/JECO.2017010105

Mosallamy, D. El, & Metawie, M. (2022). The Impact of Internet Banking at Times of Pandemic; Customer Experience, Satisfaction, Trust, Loyalty, E-service Quality and Bank’s Financial Performance; An Application on Egyptian Public Banks. Journal of Business and Management Sciences, 10(2).

Nguyen Thi Dung Hue, B., Thi Xuan Nhi, N., & Minh Dat, P. (2022). Booming online marketplaces as a strategic solution for e-commerce development in the context of Covid 19: A case study of Shopee Vietnam. Res Militaris, 12(4), 622–638.

Niu, L.-X., & Lee, J.-H. (2018). The Intention of Repurchase on e-Service Quality by Online Travel Agency Site. International Journal of Industrial Distribution & Business, 9(7), 61–70. https://doi.org/10.13106/ijidb.2018.vol9.no7.61

Pradana, B. P. (2022). Investigating the Repurchase Intention of E-Commerce Users from Service Quality and Expectation-Confirmation Theory Perspective. Jurnal Informasi Dan Teknologi, 127–135. https://doi.org/10.37034/jidt.v4i3.210

Priambodo, D. A., & Farida, N. (2020). Pengaruh E-Website Quality dan E-Service Quality terhadap E-Repurchase Intention melalui E-Trust (Studi pada Konsumen produk fashion Lazada Mahasiswa Universitas Diponegoro). Jurnal Ilmu Administrasi Bisnis, 9(3), 335–344. https://doi.org/10.14710/jiab.2020.28113

Purnamasari, I., & Suryandari, R. T. (2023). Effect of E-Service Quality on E-Repurchase Intention in Indonesia Online Shopping: E-Satisfaction and E-Trust as Mediation Variables. European Journal of Business and Management Research, 8(1), 155–161. https://doi.org/10.24018/ejbmr.2023.8.1.1766

Qudus, M. R. N., & Amelia, N. S. (2022). The Influence of Product Quality, Service Quality, and Prices on Consumer Repurchase Intention at Ayam Bang Dava Restaurant Gegerkalong, Bandung. International Journal Administration, Business and Organization (IJABO) |, 3(2), 20–31. https://ijabo.a3i.or.id

Rahhal, W. (2015). The Effects of Service Quality Dimensions on Customer Satisfaction: An Empirical Investigation in Syrian Mobile Telecommunication Services. In International Journal of Business and Management Invention ISSN (Vol. 4). Online. www.ijbmi.org

Rahman, S., Fadrul, F., Yusrizal, Y., Marlyna, R., & Momin, M. M. (2022). Improving the Satisfaction and Loyalty of Online Shopping Customers Based on E-Commerce Innovation and E-Service Quality. Gadjah Mada International Journal of Business, 24(1). https://doi.org/10.22146/gamaijb.58783

Rehatalanit, Y. L. R. (2021). Peran E-Commerce dalam Pengembangan Bisnis. Jurnal Teknologi Industri, 5.

Religia, Y., Pebrian, P., Sriyanto, A., & Setyarko, Y. (2023). Peran Promosi, Harga dan Kualitas Layanan Terhadap Keputusan Pembelian (Studi Kasus pada Konsumen Toko Buku Gunung Agung, Jakarta). Jurnal Ekonomika Dan Manajemen, 12(1), 52–63.

Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10). https://doi.org/10.1016/j.heliyon.2019.e02690

Rosdiana, R., & Haris, I. A. (2018). Pengaruh Kepercayaan Konsumen Terhadap Minat Beli Produk Pakaian Secara Online. International Journal of Social Science and Business, 2(3), 169–175.

Supriyanto, A., Wiyono, B. B., & Burhanuddin, B. (2021). Effects of service quality and customer satisfaction on loyalty of bank customers. Cogent Business and Management, 8(1). https://doi.org/10.1080/23311975.2021.1937847

Surya, V., Purwati, W. D., & Pamungkas, R. A. (2023). Work Engagement As Mediator Of Competence And Self-Efficacy Of Service Quality. Riset, 5(1), 055–071. https://doi.org/10.37641/riset.v5i1.160

Winoto Tj, H., & Tecoalu, M. (2022). The Role Of Customer Satisfaction In Mediation The Influence Of Brand Image And Price On Repurchasing Interest. COSTING:Journa of Economic,Business and Accounting, 5(2).

Zemblytė, J. (2015). The Instrument for Evaluating E-Service Quality. Procedia - Social and Behavioral Sciences, 213, 801–806. https://doi.org/10.1016/j.sbspro.2015.11.478




DOI: https://dx.doi.org/10.36080/jem.v13i1.2846

Refbacks

  • There are currently no refbacks.


Copyright (c) 2024 Yen Efawati, Rafi Fauzan Rifaturrahman, Harmon Chaniago

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.