Volume 18, No. 3, 2021
The Effect Of E-After Sales Service And E-Service Quality In Repurchase Intentions On E-Commerce Mediated By Customer Engagement And Trust
Siman , Margono Setiawan , Sunaryo , and Ananda Sabil
Abstract
Online business is multiplying nowadays. This study aims to analyze the effect of e-service quality and e-after sales service on repurchase intention. Moreover, it examines the impact of e-service quality and e-after sales service on customer trust and customer engagement, and customer trust as well as customer engagement on repurchase intention. This research is a quantitative study, which is located in Indonesia. It was conducted on a heavy equipment distributor. The sample of this research was customers from heavy equipment companies in Indonesia who have already operated business with e-commerce. In order to get the samples, the non-probability sampling method was applied using convenience sampling. The number of respondents was 300 customers. The analytical tool used was SEM-PLS. The research results prove that the e-service quality affects the repurchase intention, while the e-after sales service does not affect the repurchase intention. Customer trust and engagement have a direct effect on repurchase intention. Next, customer engagement affects customer trust. The e-service quality and e-after sales service affect customer trust. The e-service quality also affects customer engagement, but e-after sales service does not affect customer engagement. On the other hand, trust mediates the influence of e-service quality and e-after sales service on repurchase intention. Moreover, customer engagement does not mediate the effect of e-service quality and e-after sales service on repurchase intention.
Pages: 17-29
Keywords: e-service quality, e-after sales service, customer trust, customer engagement, repurchase intention.