The Effect of E-Service Quality, Website Quality, Promotion, and E-Trust on Repurchase Intentions at E-Commerce Shopee in DKI Jakarta

Abstract

This study aims to analyze e-service quality, website quality, promotion, and e-trust against Shopee's repurchase intention in DKI Jakarta. This study uses a quantitative approach, and because the population in this study cannot be generalized with certainty, the sample selection uses a non-probability purposive sampling approach. Obtained 200 samples that have been confirmed as feasible for testing because they have gone through the data screening stage. The first data analysis uses a descriptive analysis approach to ensure that the sample characteristics are appropriate to the context. Then using PLS-SEM data analysis through Smart-PLS 3.0 software, The results of this study reveal that e-service quality and website quality have a negative and insignificant effect on repurchase intention. Meanwhile, promotion and e-trust have a positive and significant effect on repurchase intention.