Open AccessAnalysis the Effect of Web Quality and Fulfillment on Satisfaction and Its Impact on Repurchase Intention
Author(s) -
Rizky Fauzan,
Damianus Ute
Publication year - 2021
Publication title -
performance
Language(s) - English
Resource type - Journals
eISSN - 2615-8094
pISSN - 1829-6467
DOI - 10.20884/1.jp.2021.28.01.3763
Subject(s) - path analysis (statistics) , nonprobability sampling , quality (philosophy) , business , sample (material) , population , psychology , marketing , advertising , mathematics , statistics , medicine , environmental health , philosophy , chemistry , epistemology , chromatography
The purpose of this study was to analyze the effect of web quality, fulfillment, and satisfaction and its impact on repurchase intention of e-commerce customers. This type of research used survey methods, the population in this study were all Tokopedia consumers in Pontianak city-Indonesia. The sample in this study used 100 respondents using purposive sampling technique and the data analysis carried out with path analysis. Results of the first substructure was fulfillment and web quality had positive effect to satisfaction. The second substructure was the fulfillment did not effect the repurchase intention while the web quality and satisfaction variables had positive effect on repurchase intention. Satisfaction mediated the effect of fullfillment and web quality on repurchase intention.