Pengaruh E-Service Quality, Website Quality, Promotion Dan E-Trust Terhadap Repurchase Intentions Pada E-Commerce Shoppe di Solo Raya

Abstract

Purpose: This research aims to analyze service quality, website quality, promotions, and trust related to repurchase intentions at e-commerce Shopee in Solo Raya. Analyzing whether people in Solo Raya have a high repurchase intention on e-commerce Shopee.

Methodology/approach: This research uses a quantitative scheme and because the population in this research cannot be generalized with certainty, the sample selection uses a non-probability purposive sampling approach. Obtained 100 samples that have been confirmed as feasible for testing because they have passed the data screening stage. The first data analysis uses a descriptive analysis approach to ensure that the sample characteristics match the context. Then, data were analyzed by using PLS-SEM through Smart-PLS 4.0 software.

Results/findings: the results of this research reveal that service quality, website quality, trust and giving good and significant offers have an effect on repurchase intentions.

Limitations: The context of this research is limited to online retail testing. As well as the limitations of the research questionnaire on the trust variable. This research is a developmental research, the first research was service quality on purchase intention and website quality on purchase intention had negative results, while this research produced significant positive results.

Contribution: The limitations and shortcomings of this research are evidence for developing future research models in Indonesia.

Keywords: e-service quality, webiste quality, promotion, e-trust, repurchase intention.