Analysis of Relationship Between E-Service Quality, E-Recovery Service Quality, and E-Satisfaction Toward Online Purchase Intantion With E-Loyalty as the Mediation Variable
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Oct 20, 2022
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Abstract
The purpose of this research is to examine tha relationship between e-service quality, e-recovery service quality, e-satisfaction toward online repurchase intention and e-loyalty as a mediating variable (Study on Shopee Users in the New Normal Era in West Sumatra). The sampling in this study is 234 respondent using purposive sampling technique. The result showed that e-service quality and e satisfaction had a significant effect on e-loyalty, e-recovery service quality had no significant effect on e-loyalty, e-loyalty has a significant effect on online repurchase intention, e-service service quality has no significant effect on online repurchase intention. E-recovery service quality has no significant effect toward online repurchase intention, e-satisfaction has a significant effect toward online repurchase intention, e-service quality had a direct effect toward online repurchase intention and mediated by e-loyalty. E-recovery service quality has no direct effect on online repurchase intention through e-loyalty as a mediating variable. E-satisfaction has a direct effect on online repurchase intention through e-loyalty as a mediating variable.
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How to Cite
Indrianti, R., & Verinita. (2022). Analysis of Relationship Between E-Service Quality, E-Recovery Service Quality, and E-Satisfaction Toward Online Purchase Intantion With E-Loyalty as the Mediation Variable . Enrichment : Journal of Management, 12(4), 2953-2962. https://doi.org/10.35335/enrichment.v12i4.763
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Shafiee, M. M., & Bazargan, N. A. (2018). Behavioral Customer Loyalty In Online Shopping: The Role Of E-Service Quality And E-Recovery. Journal Of Theoretical And Applied Electronic Commerce Research, 13(1), 26–38. Https://Doi.Org/10.4067/S0718-18762018000100103
Sundaram, V., Ramkumar, D., & Shankar, P. (2017). Impact Of E-Service Quality On Customer Satisfaction And Loyalty Empirical Study In India Online Business. Kinerja, 21(1), 48–69. Https://Doi.Org/10.24002/Kinerja.V21i1.1034
Wilson, N., Keni, K., Henriette, P., & Tan, P. (N.D.). The Effect Of Website Design Quality And Service Quality On Repurchase Intention In The E-Commerce Industry: A Cross-Continental Analysis. Gadjah Mada International Journal Of Business, 21(2), 187–222. Http://Journal.Ugm.Ac.Id/Gamaijb
Xie, B., Qi, Z., & Zu, E. (N.D.). Research On The Effect Of Service Recovery Quality On Customer Repurchase Intention In Online Shopping. Xxix, 96–103. Https://Doi.Org/10.24205/03276716.2020.1010
Ciputra, W., & Prasetya, W. (2020). Analisis Pengaruh E-Service Quality, Perceived Value Terhadap Customer Satisfaction, Trust, Dan Customer Behavioral Intention. Commentate: Journal Of Communication Management, 1(2), 109. Https://Doi.Org/10.37535/103001220201
Erlima Putra, R., & Besra, E. (2021). Enrichment: Journal Of Management Is Licensed Under A Creative Commons Attribution-Noncommercial 4.0 International License (Cc By-Nc 4.0) Enrichment: Journal Of Management Does The Covid-19 Pandemic Affect The Travel Intentions Of Comorbid Individuals??? In Enrichment: Journal Of Management (Vol. 12, Issue 1).
Henseler, J., Müller, T., & Schuberth, F. (2018). Chapter 2 New Guidelines For The Use Of Pls Path Modeling In Hospitality, Travel, And Tourism Research. Applying Partial Least Squares In Tourism And Hospitality Research, 17–33. Https://Doi.Org/10.1108/978-1-78756-699-620181002
Hongdiyanto, C., Padmalia, M., Gladys, ), Gosal, G., Devi, ), & Wahanadie, V. (2020). The Influence Of E-Service Quality And E-Recovery Towards Repurchase Intention On Online Shop In Surabaya: The Mediating Role Of Customer Loyalty (Vol. 15, Issue 2).
Hur, Y., Ko, Y. J., & Valacich, J. (2011). A Structural Model Of The Relationships Between Sport Website Quality, E-Satisfaction, And E-Loyalty. Journal Of Sport Management, 25(5), 458–473. Https://Doi.Org/10.1123/Jsm.25.5.458
Jonathan, H. (2013). Analisis Pengaruh E-Service Quality Terhadap Customer Satisfaction Yang Berdampak Pada Customer Loyalty Pt Bayu Buana Travel Tbk. In Journal The Winners (Vol. 14, Issue 2). Www.Bayubuanatravel.Com.
Kumar Upamannyu, N., & Gulati, C. (2015). The Effect Of Customer Trust On Customer Loyalty And Repurchase Intention: The Moderating Influence Of Perceived Csr. Https://Www.Researchgate.Net/Publication/275969027
Laudon, K. C., & Laudon, J. P. (Jane P. (N.D.). Management Information Systems : Managing The Digital Firm.
Liu, X., & Liu, M. (N.D.). Impact Of Coping Strategy For Indefensible Product-Harm Crisis On Buying Intention. Https://Doi.Org/10.21276/Sjebm.2018.5.4.3
Marimon, F., Honore, L., Yaya, P., & Casadesus, M. (2011). Impact Of Service Recovery On Customer Loyalty: A Study Of E-Banking In Spain. In Review Of International Comparative Management (Vol. 12, Issue 1).
Muharam, H., Chaniago, H., Endraria, E., & Harun, A. Bin. (2021). E-Service Quality, Customer Trust And Satisfaction: Market Place Consumer Loyalty Analysis. Jurnal Minds: Manajemen Ide Dan Inspirasi, 8(2), 237. Https://Doi.Org/10.24252/Minds.V8i2.23224
Saraswati, A., & Indriani, F. (2021). Effect E-Service Quality On Customer Satisfaction And Impact On Repurchasein Lazada Indonesia’s Online Selling In The City Of Semarang. Business And Accounting Research (Ijebar) Peer Reviewed-International Journal, 5(3). Https://Jurnal.Stie-Aas.Ac.Id/Index.Php/Ijebar
Shafiee, M. M., & Bazargan, N. A. (2018). Behavioral Customer Loyalty In Online Shopping: The Role Of E-Service Quality And E-Recovery. Journal Of Theoretical And Applied Electronic Commerce Research, 13(1), 26–38. Https://Doi.Org/10.4067/S0718-18762018000100103
Sundaram, V., Ramkumar, D., & Shankar, P. (2017). Impact Of E-Service Quality On Customer Satisfaction And Loyalty Empirical Study In India Online Business. Kinerja, 21(1), 48–69. Https://Doi.Org/10.24002/Kinerja.V21i1.1034
Wilson, N., Keni, K., Henriette, P., & Tan, P. (N.D.). The Effect Of Website Design Quality And Service Quality On Repurchase Intention In The E-Commerce Industry: A Cross-Continental Analysis. Gadjah Mada International Journal Of Business, 21(2), 187–222. Http://Journal.Ugm.Ac.Id/Gamaijb
Xie, B., Qi, Z., & Zu, E. (N.D.). Research On The Effect Of Service Recovery Quality On Customer Repurchase Intention In Online Shopping. Xxix, 96–103. Https://Doi.Org/10.24205/03276716.2020.1010