Journal Research of Social Science, Economics, and Management
Vol. 1 No. 6 (2022): Journal Research of Social Science, Economics, and Management

the Effect of E-Service Quality and Customer Satisfaction on Repurchase Intention Through Online Consumer Review as Intervening Variables in the Marketplace Shopee

Mahyunnisa yunus (Masters Program in Management Science, Faculty of Economics and Business, University of North Sumatra)
Amrin Fauzi (Masters Program in Management Science, Faculty of Economics and Business, University of North Sumatra)
Endang Sulistya Rini (Masters Program in Management Science, Faculty of Economics and Business, University of North Sumatra)



Article Info

Publish Date
14 Jan 2022

Abstract

The purpose of this study was to determine the effect of e-service quality and customer satisfaction on repurchase intention through online consumer reviews tool as an intervening variable on the marketplace Shopee. The population in this study were women aged 20-35 years and had purchased and used the marketplace Shopee at least 2 times in Medan City with a total sample of 190 respondents. The sampling technique in this study was the sample taken with a non-probability sampling design. The type of non-probability sampling used was accidental sampling. The results show that E-service quality has a positive and significant effect on online consumer reviews on the marketplace Shopee. Customer satisfaction has a positive and significant effect on online consumer reviews on the marketplace Shopee. E-service quality has a positive and insignificant effect on repurchase intention in the marketplace Shopee. Customer satisfaction has a positive and significant effect on repurchase intention in the marketplace Shopee. Online consumer reviews have a positive and significant effect on repurchase intention in the marketplace Shopee. E-service quality has a positive and significant effect on repurchase intention through online consumer reviews as an intervening variable in the marketplace Shopee. Customer satisfaction has a positive and insignificant effect on repurchase intention through online consumer reviews as an intervening variable in the marketplace Shopee.

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Journal Info

Abbrev

jrssem

Publisher

Subject

Environmental Science

Description

The Journal Research of Social Science, Economics, and Management is a double-blind peer-reviewed academic journal and has open access to social and scientific fields. The journal is published monthly once by CV. Publikasi Indonesia. The Journal Research of Social Science, Economics, and Management ...