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Shinta Sekar Pujaningrum
Universitas Semarang, Indonesia
Economics, Econometrics & Finance

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The Effects of E-Service Quality, Digital Trust, Perceived Value, and Customer Engagement on Repurchase Intention Shinta Sekar Pujaningrum; Adijati Utaminingsih; Kuswardani Kuswardani
Economic and Business Horizon Vol. 5 No. 5 (2026): September
Publisher : LifeSciFi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54518/ebh.5.5.2026.1705

Abstract

The rapid growth of e-commerce has intensified competition among digital platforms, making e-service quality, digital trust, perceived value, and customer engagement important factors in encouraging repurchase intention. This study aims to examine the effects of e-service quality, digital trust, perceived value, and customer engagement on repurchase intention among Shopee users. A quantitative survey was conducted among Shopee users aged 20–35 years who had used the platform, with questionnaire data analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) in SmartPLS. The findings show that e-service quality, digital trust, and perceived value have positive and significant effects on customer engagement, while customer engagement has a positive and significant effect on repurchase intention. In contrast, e-service quality, digital trust, and perceived value do not have significant direct effects on repurchase intention. These findings indicate that although service quality, trust, and perceived value contribute to customer engagement, they do not directly determine consumers’ intention to repurchase. Customer engagement is directly associated with repurchase intention, highlighting the importance of strengthening consumers’ active involvement with the platform. The study concludes that improving digital interactions and fostering meaningful customer engagement are important for supporting repurchase intention among Shopee users.
Co-Authors Adijati Utaminingsih Kuswardani Kuswardani