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All Journal EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis
Dermawan Dermawan
Pendidikan Ekonomi, Universitas Panca Sakti Bekasi
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Energy Other

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The Effect Of Service Quality And Customer Reviews On Repurchase Decisions Among Marketplace Users Dermawan Dermawan; Irvia Eriza
EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis Vol 14 No 4 (2026): October
Publisher : UNIVED Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37676/ekombis.v14i4.12415

Abstract

This study aims to determine the effect of service quality and customer reviews on consumers’ repurchase decisions in marketplaces. A quantitative approach was employed, with data collected through questionnaires distributed to 120 respondents who had previously conducted transactions on marketplaces. The sampling technique used was purposive sampling. Data were analyzed using multiple linear analysis with SmartPLS. The F-test results indicate that service quality and customer reviews simultaneously have a significant effect on repurchase, with an F-test value of 0.000, below the 0.05 significance level. The partial t-test results show that service quality significantly affects repurchase, with a t-test value of 0.023 and a significance value of 0.000. Meanwhile, customer reviews also significantly affect repurchase, with a t-test value of 2.297 and a significance value of 6.208. The coefficient of determination (R²) of 0.329 indicates that 33% of the repurchase variable can be explained by service quality and customer reviews, while the remaining 67% is explained by other variables not examined in this study.
Co-Authors Irvia Eriza