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All Journal Enrichment : Journal of Management
Rachmi Indrianti
Universitas Andalas
Economics, Econometrics & Finance

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Analysis of Relationship Between E-Service Quality, E-Recovery Service Quality, and E-Satisfaction Toward Online Purchase Intantion With E-Loyalty as the Mediation Variable Rachmi Indrianti; Verinita
Enrichment : Journal of Management Vol. 12 No. 4 (2022): October: Management Science and Field
Publisher : Institute of Computer Science (IOCS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (639.953 KB) | DOI: 10.35335/enrichment.v12i4.763

Abstract

The purpose of this research is to examine tha relationship between e-service quality, e-recovery service quality, e-satisfaction toward online repurchase intention and e-loyalty as a mediating variable (Study on Shopee Users in the New Normal Era in West Sumatra). The sampling in this study is 234 respondent using purposive sampling technique. The result showed that e-service quality and e satisfaction had a significant effect on e-loyalty, e-recovery service quality had no significant effect on e-loyalty, e-loyalty has a significant effect on online repurchase intention, e-service service quality has no significant effect on online repurchase intention. E-recovery service quality has no significant effect toward online repurchase intention, e-satisfaction has a significant effect toward online repurchase intention, e-service quality had a direct effect toward online repurchase intention and mediated by e-loyalty. E-recovery service quality has no direct effect on online repurchase intention through e-loyalty as a mediating variable. E-satisfaction has a direct effect on online repurchase intention through e-loyalty as a mediating variable.
Co-Authors Verinita, Verinita