Faktor-Faktor yang Mempengaruhi Minat Pembelian Ulang Aplikasi Blibli: Kepuasan Elektronik sebagai Mediator
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Abstract
Penelitian ini memiliki tujuan untuk menguji pengaruh e-service quality dan perceived value terhadap repurchase intention, pengaruh e-service quality dan perceived value terhadap e-satisfaction, pengaruh e-satisfaction terhadap repurchase intention, dan pengaruh e-satisfaction sebagai mediasi antara e-service quality dan perceived value terhadap repurchase intention. Pada penelitian ini sampel diperoleh menggunakan metode purposive sampling yang berjumlah 286 responden yang pernah menggunakan aplikasi Blibli berdomisili di Jakarta yang berusia diatas 17 tahun. Pada penelitian ini, data diolah menggunakan metode structural equation modelling melalui aplikasi SmartPLS 4.0.9.8. Hasil penelitian ini menunjukkan bahwa e-service quality dan perceived value memengaruhi repurchase intention secara positif dan signifikan, service quality dan perceived value memengaruhi e-satisfaction secara positif dan signifikan, e-satisfaction memengaruhi repurchase intention secara positif dan signifikan. Namun, e-satisfaction tidak dapat memediasi pengaruh antara e-service quality dan repurchase intention. E-satisfaction dapat memediasi pengaruh antara e-service quality dan repurchase intention secara positif dan signifikan sehingga mediasi hanya terjadi secara parsial.
This research aims to examine the influence of e-service quality and perceived value on repurchase intention, the influence of e-service quality and perceived value on e-satisfaction, the influence of e-satisfaction on repurchase intention, and the influence of e-satisfaction as a intervening variable between e-service quality and perceived value on repurchase intention. In this study, the sample was obtained using a purposive sampling method, in sum of 286 respondents who were above 17 years old and used the Blibli App once located in Jakarta. In this research, data was processed using the structural equation modelling method via the SmartPLS 4.0.9.8 application. The study's findings demonstrate that e-service quality and perceived value influence repurchase intention positively and significantly, service quality and perceived value influence e-satisfaction positively and significantly, e-satisfaction influences repurchase intention positively and significantly. However, e-satisfaction cannot mediate the influence between e-service quality and repurchase intention. E-satisfaction can mediate the influence between e-service quality and repurchase intention positively and significantly that leads to partial mediation.
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