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All Journal MATRIK: JURNAL MANAJEMEN, STRATEGI BISNIS, DAN KEWIRAUSAHAAN UNEJ e-Proceeding Bisma: Jurnal Bisnis dan Manajemen J-MKLI (Jurnal Manajemen dan Kearifan Lokal Indonesia) Community Development Journal: Jurnal Pengabdian Masyarakat Jurnal Manajemen dan Pemasaran Jasa VALUE: Journal of Business Studies Harmony Management: International Journal of Management Science and Business ABM: International Journal of Administration, Business and Management
Mochammad Farid Afandi
Fakultas Ekonomi Dan Bisnis, Universitas Jember
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Health Professions Public Health Social Sciences Other

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The Effect of E-Service Quality and E-Trust on Online Repurchase Intention Mediated by E-Satisfaction: A Study of Indonesian Auction Portal Consumers Prayudi Utomo; Mochammad Farid Afandi; Novi Puspitasari
Harmony Management: International Journal of Management Science and Business Vol. 3 No. 2 (2026): International Journal of Management Science and Business
Publisher : International Forum of Researchers and Lecturers

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70062/harmonymanagement.v3i2.555

Abstract

This study examines the effect of e-service quality and e-trust on online repurchase intention, with e-satisfaction acting as a mediating variable among consumers of the Indonesian Auction Portal. The research employs a quantitative explanatory approach, with data collected from 101 respondents who have participated in at least two online auction transactions. The respondents were selected to ensure that they have sufficient experience in using the platform, thereby providing reliable insights into user behavior and perceptions. Data analysis was conducted using Structural Equation Modeling-Partial Least Squares (SEM-PLS) with SmartPLS software to test both direct and indirect relationships among variables. The findings indicate that both e-service quality and e-trust have positive an significant effects on e-satisfaction as well as online repurchase intention. In addition, e-satisfaction is also found to have a positive and significant effect on online repurchase intention. More importantly, e-satisfaction fully mediates the relationship between e-service quality and online repurchase intention, as well as between e-trust and online repurchase intention, indicating that satisfaction plays a crucial role in translating service quality and trust into continued user engagement. These results highlight that user satisfaction is a central mechanism in strengthening customer loyalty and encouraging repeat usage behavior. Practically, the Indonesian State Assets and Auction Service Office (KPKNL) should focus on enhancing platform usability, service responsiveness, and trust-building mechanisms to improve user satisfaction and ensure sustainable participation in electronic auction services.
The Effect of Islamic Service Quality on Repurchase Intention Through Customer Satisfaction: Study at Musa’adah Kopontren Retail Sukorejo Situ-bondo Abi Kusairi; Raden Andi Sularso; Mochammad Farid Afandi
Harmony Management: International Journal of Management Science and Business Vol. 3 No. 1 (2026): International Journal of Management Science and Business
Publisher : International Forum of Researchers and Lecturers

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70062/harmonymanagement.v3i1.546

Abstract

This study aims to examine the effect of Islamic Service Quality comprising compliance, assurance, reliability, tangibles, empathy, and responsiveness on repurchase intention through consumer satisfaction at the Musa’adah Kopontren Retail, Sukorejo Situbondo. This research employs an explanatory research design. The sampling technique used is non-probability sampling with a purposive sampling method. Data were collected a questionnaire distributed both directly and via Google Forms, involving a total of 240 respondents. The data analysis method applied is Partial Least Squares (PLS) using SmartPLS software. The results indicate that: (1) compliance has a significant effect on consumer satisfaction; (2) assurance has a significant effect on consumer satisfaction; (3) reliability has no significant effect on consumer satisfaction; (4) tangibles have a significant effect on consumer satisfaction; (5) empathy has a significant effect on consumer satisfaction; (6) responsiveness has a significant effect on consumer satisfaction; (7) compliance has no significant effect on repurchase intention; (8) assurance has no significant effect on repurchase intention; (9) reliability has no significant effect on repurchase intention; (10) tangibles have a significant effect on repurchase intention; (11) empathy has no significant effect on repurchase intention; (12) responsiveness has no significant effect on repurchase intention; and (13) consumer satisfaction has a significant effect on repurchase intention.
Co-Authors Abi Kusairi Almas Farah Dinna Dewi Bayu Aprilianto Deasy Wulandari Diah Yulisetiarini Diddo Adding Adove Dien Vidia Rosa Ema Santona Fajar Destari Hery Prasetyo Ika Barokah Suryaningsih Isti Fadah Meviabriani Soraya Moh Lukman Syaifulloh Mohammad Dimyati Mohammad Dimyati Novi Puspitasari Nyoman Gede Krishnabudi Olza Yahzunka Edcintha Pangesti Mulyono, Resha Dwi Ayu Pinkky Octav Victoria Prayudi Utomo Raden Andi Sularso, Raden Andi Rafni Setiyawan Sudarsih Sudarsih Sudaryanto Sudaryanto