The Eastasouth Management and Business
Vol. 3 No. 03 (2025): The Eastasouth Management and Business (ESMB)

The Role of Emotional Intelligence, Sales Strategies, Customer Trust, and Service Differences in Increasing Repurchase Intentions in Online Entrepreneurship in Indonesia

Souisa, Wendy (Unknown)
Lussy, Kalsum (Unknown)
Tetelepta, Maria Marlyn (Unknown)
Tutupoho, Fauzia (Unknown)



Article Info

Publish Date
31 May 2025

Abstract

This study investigates the influence of emotional intelligence, sales strategies, customer trust, and service differences on repurchase intentions in the context of online entrepreneurship in Indonesia. With a quantitative approach, data were collected from 250 online consumers using a Likert scale (1–5) and analyzed using Structural Equation Modeling - Partial Least Squares (SEM-PLS 3). The results reveal that emotional intelligence and sales strategies significantly affect repurchase intentions both directly and indirectly through customer trust. Furthermore, service differences also show a strong direct relationship with repurchase intentions. Customer trust emerges as a vital mediating variable that enhances the impact of emotional and strategic efforts on customer loyalty. These findings highlight the importance of combining interpersonal competencies, marketing strategies, and value-added services to sustain customer retention in the Indonesian digital marketplace. The study offers practical insights for online entrepreneurs aiming to build long-term customer relationships and improve business sustainability.

Copyrights © 2025






Journal Info

Abbrev

esmb

Publisher

Subject

Decision Sciences, Operations Research & Management

Description

ESMB - The Eastasouth Management and Business is a peer-reviewed journal and open access three times a year (March, July and November) published by Eastasouth Institute. ESMB aims to publish articles in the field of Strategic management, Operations management, Marketing and Sales, Supply chain and ...