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Elistia, Elistia
Universitas Esa Unggul
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Journal : Journal of Economics, Business,

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Enhancing Customer Trust and Value for E-Commerce Sustainability Aprillia, Sherly; Elistia, Elistia
Journal of Economics, Business, and Accountancy Ventura Vol. 26 No. 3 (2023): December 2023 - March 2024
Publisher : Universitas Hayam Wuruk Perbanas

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jebav.v26i3.4216

Abstract

The rapid growth of online shopping in e-commerce applications emphasizes the role of after-delivery services provided by online sellers in gaining trust, satisfaction, and repurchase intention. Good after-delivery service and positive customer perceived value contribute to creating customer trust, which also affects repurchase intention. This paper aims to analyze the effect of after-delivery service, customer perceived value, and customer satisfaction on trust to increase repurchase intention. This research was conducted in Jakarta with a causality descriptive research design using a quantitative approach and purposive sampling technique. Data was collected from 291 respondents who have used e-commerce applications. The conceptual model underwent an analysis utilizing SEM (Structural Equation Modeling). Research results reveal that after-delivery service impacts customer trust and customer satisfaction positively. Customer perceived value impacts customer trust and satisfaction positively, and customer satisfaction positively impacts customer trust. Customer trust and customer satisfaction positively impact repurchase intention. After service delivery, customer perceived value positively impacts repurchase intention, which is mediated by customer satisfaction. Furthermore, after delivery service, customer satisfaction and perceived value positively impact repurchase intention mediated by customer trust.
Co-Authors - Sumardianto Afif, Ahmad Sururi Ajeng Sekar Pratiwi Amalia, Lia Andini, Elsa Mariska Annisa Azzahra Aprillia, Fenny Aprillia, Sherly Astuty, Widya Ayu Larasati Chrisafi, Astrid Danes Jaya Negara Edastami, Mayang Sari Emerellia Septiani, Resty Fachmi Tamzil Fatimah, Umi Fenny Aprillia Fransiska Deodora Gilang Pratama Harahap, Arman Hery Widijanto Hikmawati, Elok Intan Dwi Asmarani Jovita Nathania Khairul Anwar Lia Amalia LIA AMALIA Lorenza, Gita Lutfiah, Azizatul Mahadewi, Erlina Puspitaloka Maharani, Novera K. Meria, Lista Mitsalina Tantri Mokodaser, Livia Prisillia Muda, Cut Alia Keumala Muniroh, Muniroh Nadia Agustini Nur Safitri Nurlinda, R.A. Nurmawaty, Dwi Primasatria Edastama, Primasatria Purwana E.S., Dedi Putra Maulana Putra Maulana Putri Ilma Nurannida Putri Ronitawati Rd. Tuty Sariwulan Resty Emerellia Septiani Ria Atmaja, Dodi Ridhuan, Syamsu Rizan, Muhammad Rohmatin, Sartika Dwi Rojuaniah Rojuaniah Romadhon Romadhon Salomon, Sam Septia Rosdyaningrum Setiati, Ritta Sholekhatun Nisa Siti Badriyah Siti Mariam Sri Rosmalina Soejono Sudarmika, Dina Syahzuni, Barlia Annis Tantri Yanuar Rahmat Syah Tia Pratiwi TRESIA KRISTIANA Tria Saras Pertiwi Usep Suhud Viatiningsih, Wiwik Vitria Melani, Vitria Yustianto, Dylan Ahya