Pengaruh Website Design dan E-Service Quality Terhadap E-Repurchase Intention Melalui E-Trust (Studi pada Pelanggan Lazada di FISIP Universitas Diponegoro) - Santoso, Verensia Audre; Farida, Naili (Universitas Diponegoro, 2020)
Abstract: The goals of this research is to determine the effect ofawebsite design and e- service quality on e-repurchase intenton through e-trust. The population is all Lazada consumers at the Faculty ofaSocial and Political Sciences at Diponegoro University, while the sample is 100 Lazada consumers using purposive sampling. This type of research is explanatory research. Processing data in this study using SPSS 23.0 for Windows software, in which the reliability test, validity test, correlation coefficient test, determination coefficient test, simple and multiple regression test, significance test (t test and F test) and single test were carried out. The sobel test results state that e-trust partially mediates between website design andae-service quality on e-repurchase intention. Basedzon the results ofzthe analysis ofzthe variable coefficient test for website design and e-service quality on e-repurchase intention, it has a strong enough relationship. Basedaon these results, it is suggested that Lazada can improve the quality of website design, improve service quality and need to focus on customer satisfaction and increase the credibility that is owned so that consumers arise trust and are interested in making repeat purchases at Lazada. Keywords: Website design, E-service quality, E-trust, E-repurchase intention Abstrak: Penelitian ini ditujukan untuk mengetahui pengaruh antara website design dan e- service quality terhadap e-repurchase intention melalui e-trust. Populasi dalam penelitian ini adalah seluruh konsumen Lazada di Fakultas Ilmu Sosial dan Ilmu Politik Universitas Diponegoro, sedangkan sampel dari penelitian ini adalah 100 konsumen Lazada dengan menggunakan teknik pengambilan purposive sampling. Tipe penelitian ini merupakan explanatory research. Pengolahan data pada penelitian ini menggunakan SPSS 23.0 for Windows, di mana dilakukan uji validitas, uji reliabilitas, uji koefisien korelasi, uji koefisien determinasi, uji regresi linear sederhana dan berganda, uji signifikansi (uji t dan uji F) dan uji sobel. Hasil uji sobel menyatakan bahwa e-trust memediasi parsial antara website design dan e-service quality terhadap e-repurchase intention. Berdasarkan hasil analisis uji koefisien variabel website design dan e-service quality terhadap e- repurchase intention memiliki hubungan yang cukup kuat. Berdasarkan hasil tersebut maka disarankan agar Lazada dapat meningkatkan kualitas website design, meningkatkan kualitas layanan serta perlu memfokuskan terhadap kepuasan konsumen dan meningkatkan kredibilitas yang dimiliki sehingga konsumen timbul kepercayaan dan berminat untuk melakukan pembelian ulang di Lazada.Kata kunci: Website design, E-service quality, E-trust, E-repurchase intention.