Peranan E-Service Quality, Rates Dan Customer Trust Bagi Repurchase Intention Jasa Kurir

Amirah Kamila Safitri; Mohamad Rizan; Rahmi

doi:10.24912/je.v28i2.1646

Authors

Amirah Kamila Safitri Departement of Management, Faculty of Economics, Jakarta State University, Jakarta, Indonesia
Mohamad Rizan Departement of Management, Faculty of Economics, Jakarta State University, Jakarta, Indonesia
Rahmi Departement of Management, Faculty of Economics, Jakarta State University, Jakarta, Indonesia

DOI:

https://doi.org/10.24912/je.v28i2.1646

Keywords: E-Service Quality; Rates; Customer Trust; Repurchase Intention.

Abstract

The main objective of this study is to find out the direct and indirect effects of e-service quality and rates on repurchase intention with customer trust as the mediation. The research sample consisted of 250 respondents collected through the distribution of questionnaires. The data processing software employed is SPSS and LISREL 8.8 for the Structural Equation Model (SEM) method. The research sample consisted of 250 respondents, collected by distributing questionnaires online. Additionally, e-service quality together with rates also have a significant and positive effect on repurchase intention, both with or without the mediating role of customer trust. Furthermore, customer trust also has a significant and positive influence on repurchase intention. Therefore, if a courier service company aims to enhance repurchase intention, it needs to improve the quality of electronic services provided and offer competitive rates to customers. This will foster trust and boost the likelihood of repeat purchases.

Author Biographies

Amirah Kamila Safitri, Departement of Management, Faculty of Economics, Jakarta State University, Jakarta, Indonesia

amirah.kamila12@gmail.com

Mohamad Rizan, Departement of Management, Faculty of Economics, Jakarta State University, Jakarta, Indonesia

mohamadrizan72@unj.ac.id

Rahmi, Departement of Management, Faculty of Economics, Jakarta State University, Jakarta, Indonesia

rahmi@unj.ac.id

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