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Novi Puspitasari
Fakultas Ekonomi Dan Bisnis Universitas Jember
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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.
Co-Authors Abdul Fatah Abdul Muhsyi Agus Mahardiyanto Ainul Rahmawati Akhmad Munir Amalia Nurfarida Ana Mufida Ana Mufidah Anisa Ayuni Fatimah Arif Rizal Abadi Arya Narinda W Cinditya Wahyu Infantri Dayu Kristianto Devi Dwi Wulandari Dewi Piyanggara Dewi Prihatini Diyan Sri Wahyuningsih Dwi Perwitasari Wiryaningtyas Elok Sri Utami Endri Purnomo Galang Kalifat Ekanagara Hadi Paramu Halimatus Sa’diah Halizah Halizah Hari Sukarno Hari Sukarno Hikmah Wardatatul Hasanah Ike Arisanti Imam Suroso Intan Kartika Setyawati Isti Fadah Khanifatul Khusna Lailatul Mukaroma Lilik Farida Lusiana Hardinawati M Fatwa Algifari M. Fajar Ardi P. Mawarda Hatmanti, Nety Mochamad Sulthoni Mochammad Farid Afandi Muhamad Haqqi Maulana Muhammad, Ali Nur Nazwa Cintana Hezzel Wibowo Neny Tri Indrianasari Nindhika Paramawardhani Nur Hasanah Nur Hasanah Nurul Hidayat Prayudi Utomo Priyo Mukti Pribadi Winoto Riski Hanafi Rizky Luky Oktafandi Rofifah, Zazilatul Septy Holisa Umamy Sheilly Olivia Marcelinda Siti Imas Wanti Zainia SITI KHOLIFAH Siti Ulviatul Arofah Slamet Sucahyo Utomo Sophis Melaty SRI RAHAYU Sri Wahyu Lelly Hana Setyanti Sulinda Nur R Sumani Sumani Suparman Susanti Prasetiyaningtiyas Susanti Prasetyaningtyas Tatang A. Gumanti Tatang Ary Gumanti Tatang Ary Gumanti Tatang Ary Gumanti Tatok Endhiarto Vicki Luvian Yeremia von Savigny Zahroh, Chilyatiz Zazilatul Mu'mila