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All Journal Jurnal Manajemen Pemasaran dan Perilaku Konsumen
Putranto, Ahnaf Raka
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Decision Sciences, Operations Research & Management

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The Effect Of E-Service Quality on Repurchase Intention With E-Customer Satisfaction as An Intervening Variable Putranto, Ahnaf Raka; Handrito, Radityo Putro
Jurnal Manajemen Pemasaran dan Perilaku Konsumen Vol. 4 No. 3 (2025)
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/jmppk.2025.04.3.10

Abstract

Purpose – This study aims to examine the effect of e-service quality on the repurchase intention of Tokopedia e-commerce users in Java, with e-customer satisfaction serving as an intervening variable.   Design/methodology/approach –  This study employs a quantitative explanatory research design to test the causal relationships among e-service quality, e-customer satisfaction, and repurchase intention. Data were collected through online questionnaires from 312 Tokopedia users in Java and analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) with SmartPLS 4.0.   Findings – The results indicate that e-service quality has a positive and significant effect on repurchase intention and e-customer satisfaction. Furthermore, e-customer satisfaction significantly mediates the relationship between e-service quality and repurchase intention. These findings suggest that improving online service quality enhances customer satisfaction, which subsequently encourages repeat purchases.   Originality/value – This study contributes to e-commerce and digital service literature by demonstrating the mediating role of e-customer satisfaction in the relationship between e-service quality and repurchase intention. The findings provide practical implications for e-commerce platforms in improving digital service quality to strengthen customer satisfaction and long-term customer retention.
Co-Authors Radityo Putro Handrito