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All Journal Journal of Management and Innovation Entrepreneurship (JMIE)
Suci Virgiola Selvi
Universitas Bung Hatta
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Social Sciences Other

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WHEN CHATBOTS DELIVER VALUE: UNVEILING THE PATH TO REPURCHASE INTENTION IN E-COMMERCE Wiry Utami; Zeshasina Rosha; Siti Rahmi; Suci Virgiola Selvi; Gery Anggriawan
Journal of Management and Innovation Entrepreneurship (JMIE) Vol. 4 No. 1 (2026): October
Publisher : Yayasan Nuraini Ibrahim Mandiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70248/jmie.v4i1.4685

Abstract

This study examines how information quality and responsiveness influence repurchase intention in e-commerce, with customer satisfaction as a mediating variable and e-shopping enjoyment as a moderating variable. A quantitative approach was employed using an online survey of 223 consumers who had previously used e-commerce chatbots. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results show that information quality has a positive and significant effect on customer satisfaction (β = 0.630, p < 0.001), but does not have a significant direct effect on repurchase intention (β = −0.106, p = 0.191). Customer satisfaction significantly influences repurchase intention (β = 0.720, p < 0.001) and mediates the relationship between information quality and repurchase intention (β = 0.454, p < 0.001). In contrast, responsiveness has a positive and significant direct effect on repurchase intention (β = 0.185, p = 0.019), but does not significantly affect customer satisfaction (β = 0.062, p = 0.577) or repurchase intention through customer satisfaction (β = 0.045, p = 0.571). Furthermore, e-shopping enjoyment does not significantly moderate the relationship between customer satisfaction and repurchase intention (β = 0.045, p = 0.438). These findings demonstrate that chatbot attributes influence repurchase intention through distinct pathways, with customer satisfaction serving as a key mechanism through which information quality translates into repeat-purchase intention. For e-commerce managers, the findings highlight the need to provide accurate, relevant, clear, and complete chatbot information while maintaining responsive and helpful interactions to enhance customer satisfaction and encourage repurchase intention.
Co-Authors Gery Anggriawan Siti Rahmi Wiry Utami Zeshasina Rosha