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Qhairi, Wiladatulqhairi
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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ANALYSIS OF E-SERVICE QUALITY AND E-RECOVERY SELLER SERVICE ON ONLINE REPURCHASE INTENTION WITH E-LOYALITY AS A MEDIATION VARIABLE ON TIKTOK SHOP Qhairi, Wiladatulqhairi; Resty, Fenisi; Wiska, Mayroza
JPIM (Jurnal Penelitian Ilmu Manajemen) Vol 9 No 3 (2024): JPIM (JURNAL PENELITIAN ILMU MANAJEMEN)
Publisher : Universitas Islam Lamongan

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Abstract

This study was conducted to determine and analyze the influence of E-service quality and E-recovery seller service on online repurchase intention with the E- loyalty variable as a mediating variable on TikTok Shop. The results of this study show the influence of E-Service Quality on E-loyalty, there is an influence of E-recovery seller service on E- loyalty, there is an influence of E-service quality on online repurchase intention, there is an influence of E-recovery Service Quality on Online Repurchase Intention, there is an influence of E-loyalty on online repurchase intention, there is an indirect influence of E-service quality on online repurchase intention through E-loyalty as a mediating variable, there is no indirect influence of E- service quality on online repurchase intention through E-loyalty as a mediating variable. It is hoped that TikTok will improve and pay more attention to the quality of e-service quality, e-recovery services so that TikTok buyers or visitors will increase so that consumers are loyal and make repeat purchases on the TikTok Shop application
Co-Authors Resty, Fenisi Wiska, Mayroza