Journal of Management and Islamic Finance
Vol. 5 No. 2 (2025): Journal of Management and Islamic Finance

CUSTOMER E-TRUST MEDIATION: THE ROLE OF E-SERVICE QUALITY AND LIVE STREAMING ON REPURCHASE BEHAVIOR IN THE SHOPEE MARKETPLACE

Anggrahadi, Daru (Unknown)
Haris, Helmi (Unknown)



Article Info

Publish Date
26 Dec 2025

Abstract

This study aims to examine a research model expected to identify the effects of e-service quality and live streaming on consumer repurchase behavior on Shopee, with trust as a mediating variable. The respondent data were obtained from online questionnaires distributed to Shopee users and surveys administered to the people of Surakarta City, totaling 102 respondents over a three-month period from July to September 2025. This research employed SEM-PLS (Partial Least Squares) analysis using the SmartPLS 3 method. The analysis consisted of the outer model, inner model, and hypothesis testing. The hypothesis testing results indicate several positive and significant direct relationships, including: e-service quality has a positive and significant effect on purchases on Shopee; live streaming has a positive and significant effect on purchases on Shopee; e-service quality has a positive and significant effect on trust as a mediating variable; and live streaming has a positive and significant effect on trust as a mediating variable. However, trust does not have a positive and significant effect on consumer behavior. Regarding the mediation effect on consumer behavior, trust does not mediate the relationship between e-service quality and consumer purchasing behavior on Shopee, nor does it mediate the relationship between live streaming and consumer purchasing behavior on Shopee. This study is expected to provide beneficial theoretical implications as well as guidance for future research. In addition, the findings may serve as input for Shopee in designing trust-related programs that integrate e-service quality and live streaming

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Journal Info

Abbrev

jmif

Publisher

Subject

Religion Economics, Econometrics & Finance Law, Crime, Criminology & Criminal Justice

Description

Journal of Management and Islamic Finance (JMIF) openly welcomes scholar, postgraduate students, and practitioners to submit their best research articles that correspond to the topics. This journal covers textual and empirical, as well as classical and contemporary researchers on Islam. Papers are ...