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All Journal Value: Jurnal Manajemen dan Akuntansi
Ghina Ariantiarani Putri
Trisakti University
Humanities Economics, Econometrics & Finance Social Sciences

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Repurchase Intention Pada E-Commerce Peran E-Service Quality, Supply Chain Agility, E-Customer Satisfaction Ghina Ariantiarani Putri; Kurniawati Kurniawati; Sri Vandayuli Riorini
Value : Jurnal Manajemen dan Akuntansi Vol. 21 No. 3 (2026): September - Desember
Publisher : Program Studi Manajemen, Fakultas Ekonomi dan Bisnis Universitas Muhammadiyah Cirebon

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32534/jv.v21i3.8762

Abstract

The rapid expansion of the e-commerce industry has intensified competition, requiring companies to provide not only high-quality digital services but also agile supply chain capabilities to strengthen consumers repurchase intentions. This study examines the effects of e-service quality and e-commerce supply chain agility on repurchase intention, with e-customer satisfaction serving as a mediating variable among e-commerce users in Indonesia, including Shoppe, Tokopedia, TikTok Shop, Lazada, Blibli and another online marketplaces. A quantitative causal research design was employed. Primary data were collected from 216 active e-commerce users using a judgmental sampling technique and analyzed through structural equation modeling (SEM) with AMOSS. The results indicate that both e-service quality and e-commerce supply chain agility positively and significantly influence e-customer satisfaction and repurchase intention. Moreover, e-customer satisfaction partially mediates these relationships. The findings also reveal that e-commerce supply chain agility has a stronger impact on customer satisfaction than e-service quality. This study highlights the importance of integrating digital service quality with adaptive supply chain capabilities to enhance customer satisfaction, strengthen repurchase intention, and extend the application of relationship marketing theory and dynamic capabilities theory in the e-commerce context.
Co-Authors Kurniawati Kurniawati Sri Vandayuli Riorini