Open AccessThe role of e-satisfaction, e-word of mouth and e-trust on repurchase intention of online shop
Author(s) -
Wawan Prahiawan,
Mochammad Fahlevi,
Juliana Juliana,
John Tampil Purba,
Sri Aprianti Tarigan
Publication year - 2021
Publication title -
international journal of data and network science
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.296
H-Index - 7
eISSN - 2561-8156
pISSN - 2561-8148
DOI - 10.5267/j.ijdns.2021.8.008
Subject(s) - novelty , word of mouth , snowball sampling , advertising , business , customer satisfaction , e commerce , psychology , affect (linguistics) , data collection , marketing , computer science , social psychology , world wide web , mathematics , statistics , communication
The purpose of this study was to analyze the relationship between E-Satisfaction, E-Word of Mouth and E-Trust on Repurchase Intention of Online Shop. The approach in the research used is a quantitative approach using PLS-SEM SmartPLS software as a data processing tool. In this study, the data collection technique was carried out using an online questionnaire which was distributed to 150 respondents’ consumers of online shops. Sampling system with snowball sampling method. Based on the results of hypothesis testing, it was found that this study found that satisfaction had a positive and insignificant effect on repurchase intention. This shows that the e-satisfaction of online shop consumers does not significantly affect the repurchase intention of these consumers towards e-commerce online shops. In addition, e-word of mouth has a positive and insignificant effect on repurchase intention. This shows that the higher the e-word of mouth perceived by e-commerce consumers, the less significant customers will repurchase online. E-trust has a positive and significant effect on repurchase intention. This shows that the higher the e-trust perceived by online shop e-commerce consumers, the more customers will repurchase online. The novelty of this research is the new correlation model of e-satisfaction, e-word of mouth and e-Trust on repurchase intention of online shops and the research can be a reference for further research to be applied in other places or countries.