Pengaruh Website Design Quality, Service Quality, Trust dan Satisfaction Terhadap Repurchase Intention (Studi Kasus: tokopedia.com)

Jurnal Manajemen Indonesia

卷:19

Ian Nurpatria Suryawan¹  Nicholas Wilson²  Innocentius Bernarto² 

[1] Trisakti school of Management, Jakarta,Indonesia;

[2] Universitas PelitaHarapan, Tangerang, Indonesia;

关键词: Website Design Quality;    Service Quality;    Trust;    Kepuasan;    Repurchase Intention.;   

DOI  :  doi.org/10.25124/jmi.v19i1.1987

来源: DOAJ

【 摘 要 】

The purpose of this study is to analyze and test: 1. Whether Website Design Quality from Tok opedia.com has a positiveeffectonTrust,2.DoesWebsiteDesignQualityfromTok opedia.comhaveapositiveeffecton Satisfaction, 3. What is Service Quality from Tok opedia .com has a positive effect on Trust, 4. Whether Service Quality of Tok opedia.com has positive effect on Customer Satisfaction, 5. Does Satisfaction have positive effect on Trust, 6. Does Customer Satisfaction have positive effect on Repurchase Intention, 7. Whether Trust have a positiveeffectonRepurchaseIntention.Survey methods are used in this study. Data collection was done by using questionnaire instrument. The target population of research is all of the UPH students. The sample size wasdeterminedfor93samples.Thesamplingtechniqueisdonewithconveniencesampling.Partialleast Square-Structural Equation Modeling approach with SmartPls program is used for data analysis. The results showthatwebdesignqualityhasnopositive effect on trust. Similarly, satisfaction has no positive effect on repurchase intention. Then, web design quality and service quality have a positive effect on satisfaction. Servi c equalityandsatisfactionhaveapositiveeffectontrust.Finally,trusthasapositiveeffectonrepurchase intention.

【 授权许可】

Unknown