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All Journal Jurnal Pengabdian Masyarakat Jamak Specta Journal of Technology The Eastasouth Management and Business West Science Business and Management Jurnal Ekonomi dan Kewirausahaan West Science West Science Interdisciplinary Studies West Science Interdisciplinary Studies West Science Social and Humanities Studies
Souisa, Wendy
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Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Environmental Science Law, Crime, Criminology & Criminal Justice Public Health Social Sciences

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Journal : The Eastasouth Management and Business

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The Role of Emotional Intelligence, Sales Strategies, Customer Trust, and Service Differences in Increasing Repurchase Intentions in Online Entrepreneurship in Indonesia Souisa, Wendy; Lussy, Kalsum; Tetelepta, Maria Marlyn; Tutupoho, Fauzia
The Eastasouth Management and Business Vol. 3 No. 03 (2025): The Eastasouth Management and Business (ESMB)
Publisher : Eastasouth Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58812/esmb.v3i03.684

Abstract

This study investigates the influence of emotional intelligence, sales strategies, customer trust, and service differences on repurchase intentions in the context of online entrepreneurship in Indonesia. With a quantitative approach, data were collected from 250 online consumers using a Likert scale (1–5) and analyzed using Structural Equation Modeling - Partial Least Squares (SEM-PLS 3). The results reveal that emotional intelligence and sales strategies significantly affect repurchase intentions both directly and indirectly through customer trust. Furthermore, service differences also show a strong direct relationship with repurchase intentions. Customer trust emerges as a vital mediating variable that enhances the impact of emotional and strategic efforts on customer loyalty. These findings highlight the importance of combining interpersonal competencies, marketing strategies, and value-added services to sustain customer retention in the Indonesian digital marketplace. The study offers practical insights for online entrepreneurs aiming to build long-term customer relationships and improve business sustainability.
Co-Authors Abdul Hafid ADINUGROHO, IWAN Arnes Yuli Vandika Ferdinandus, Leonora Frans Sudirjo GOMIES, STEVANUS JOHAN Himawan Sutanto, Himawan Judijanto, Loso Lasaksi, Pardin Lussy, Kalsum Mahmuddin Mahmuddin Nahuway, Victorio F. Pandu, Imanuela Panjaitan, Feliks Anggia Binsar Kristian Saleky, Saul Ronald Jacob Samuddin, Syurwana Farwita Sumerli A., Chevy Herli Syahribulan Syahribulan, Syahribulan Tetelepta, Maria Marlyn Tutupoho, Fauzia