E-service quality, e-word of mouth, customer trust, and repurchase intention

Abstract

The aim of this research is to analyze the effect of e-service quality and e-word of mouth on repurchase intentions which are mediated by customer trust in the Shopee application. The population in this research that has been determined is Shopee customers who have the Shopee application and have made purchases on the Shopee application. The number of samples in this research was 200 respondents. Data collection uses questionnaires and is managed with SmartPLS software. The results of this research show that: (1) e-service quality has a significant effect on Shopee customers' repurchase intentions;(2) e-word of mouth has a significant effect on Shopee customers' repurchase intentions;(3) e-service quality has a significant effect on Shopee customer trust;(4) e-word of mouth has a significant effect on shopee customer trust;(5) customer trust has a significant effect on Shopee customers repurchase intentions;(6) e-service quality through the mediating variable customer trust has a significant effect on the customer repurchase intention variable;(7) e-word of mouth through the mediating variable customer trust has a significant effect on customer repurchase intentions.