THE INFLUENCE OF E-SERVICE QUALITY AND E-RECOVERY TOWARDS REPURCHASE INTENTION ON ONLINE SHOP IN SURABAYA: THE MEDIATING ROLE OF CUSTOMER LOYALTY [PENGARUH KUALITAS E-SERVICE DAN E-RECOVERY TERHADAP NIAT PEMBELIAN ULANG DI TOKO ONLINE DI SURABAYA: PERAN LOYALITAS NASABAH SEBAGAI VARIABEL MEDIASI]

Charly Hongdiyanto, Metta Padmalia, Gladys Greselda Gosal, Devi Vionita Wahanadie

Abstract


The aim of this study is to determine whether E-Service Quality and E-Recovery influences repurchase intention in online stores in Surabaya by using customer loyalty as a mediator. This research was conducted from January 2020 to May 2020. The research method used was a survey method with a Likert scale. The population in this study was Surabaya residents who had already made a purchase in online stores. The researcher distributed 135 questionnaires to mostly 17-25 year old respondents, using purposive sampling methods. There were 117 respondent questionnaires that were suitable to be processed. Data analysis techniques using SmartPLS software version 3.2.9, PLS with structural equation analysis (SEM). The results show that the variable mediated by customer loyalty has a large influence on repurchase intention. In this study, it can be explained that there are significant influences between the effect of E-Service Quality and E-Recovery mediated by customer loyalty towards repurchase intention.

Abstrak dalam Bahasa Indonesia. Penelitian ini dilakukan bertujuan untuk mengetahui adakah pengaruh antara E-Service Quality dan E-Recovery terhadap niat beli kembali pada toko online di Surabaya dengan menggunakan loyalitas pelanggan sebagai mediator. Penelitian ini dilakukan dari Januari 2020 hingga Mei 2020. Metode survei digunakan dalam peneltian ini dengan menggunakan skala likert. Populasinya adalah orang Surabaya dan sudah melakukan pembelian di Toko Online. Peneliti membagikan 135 kuesioner kepada sebagian besar responden berusia 17-25 tahun, menggunakan metode purposive sampling. Ada 117 responden yang cocok untuk diproses. Teknik analisis data menggunakan perangkat lunak SmartPLS versi 3.2.9 PLS (Partial Least Square) dengan analisis persamaan struktural (SEM). Hasil penelitian menunjukkan bahwa variabel yang dimediasi oleh loyalitas pelanggan berpengaruh terhadap niat pembelian kembali. kemudian, dijelaskan lagi terdapat pengaruh antara efek Kualitas E-Layanan dan E-Recovery yang dimediasi oleh loyalitas pelanggan terhadap niat pembelian kembali.


Keywords


e-service quality; e-recovery; customer loyalty; repurchase intention



DOI: http://dx.doi.org/10.19166/derema.v15i2.2440

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Copyright (c) 2020 Charly Hongdiyanto, Metta Padmalia, Gladys Greselda Gosal, Devi Vionita Wahanadie

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