The Influence of Electronic Service Quality and Electronic Recovery on Online Re-Purchase Intention: Role of E-Loyalty as Intervening Variable

Authors

  • Erwin Dhaniswara Universitas Widya Kartika Surabaya
  • Suluh Sri Wahyuningsih Universitas Muhammadiyah Palu
  • Handry Eldo Universitas Muhammadiyah Mahakarya Aceh
  • Asri Ady Bakri Universitas Islam Indonesia
  • Agus Junaidi Universitas Negeri Medan

DOI:

https://doi.org/10.60083/jsisfotek.v5i3.271

Keywords:

Electronic Service Quality, Electronic Recovery, Electronic Loyalty, Online Repurchase Intention, Marketplace

Abstract

This study intends to examine how online service quality and online recovery affect online loyalty and how they affect consumers' willingness to repurchase online. In this study, a non-probability sampling strategy with a purposeful sampling procedure was applied. A sample of 100 respondents who had purchased products from the marketplace were given questionnaires in order to obtain the data. The data in this study are analyzed using the Partial Least Square (PLS) method. The findings of this study demonstrate that online repurchase intention and electronic service quality have an impact on online loyalty. This study also discovered that electronic service quality has an impact on online repurchase intention via electronic loyalty. Through electronic loyalty, electronic recovery also has an impact on online repurchase intention.

References

Ali, Dr. Irfan, Gilal, Rehman G., and Shah, Prof. Dr. Noor. (2017). Impact of Service Recovery on Repurchase Intentions Among Customers of Cellular Industry of Pakistan. Journal of Grassroot.

Cronin, J.J. Jr, Brady; M.K., Hult, G.T.M. (2000). Assessing The Effects Of Quality, Value, And Customer Satisfaction On Consumer Behavioral Intentions In Service Environments. Journal of Retailing.

Kim, woo gon dan Yun ji Moon. (2008). Customer Cognitive, Emotional And Actionable Response To The Servicescape : A Test Of Moderating Effect Of The Restaurant Type. International journal of hospitality management.

Latif, M.S. and Zhang, Lanxia. (2019). The Impact of Service Recovery on Repurchase Intentions: A Moderated Mediation Model. Journal of Research in Administrative Sciences.

Lewis, B.R. and McCann, P. (2004). Service Failure and Recovery: Evidence from the Hotel Industry. International Journal of Contemporary Hospitality Management.

Lovelock, Christoper H., dan Waright, Lauren K. (2007). Service Marketing Management. Jakarta: PT Indeks Kelompok Gramedia.

Marini, J., Suharno, dan Wasil, M. (2018). The Effect of Brand Equity and Consumer Loyalty on Repurchase Intention. Journals Of Economics and Business Mulawarman.

Shafiee, M.M., Bazargan, N.A. (2018). Behavioral Customer Loyalty in Online Shopping: The Role of E-Service Quality & E-Reecovery. Journal of Theoretical and Applied Electronic Commerce Research.

Upamannyu, Nischay & Gulati, Chanda & Chack, Ankita & Kaur, Gurvinder. (2015). The Effect Of Customer Trust On Customer Loyalty And Repurchase Intention: The Moderating Influence Of Perceived CSR. International Journal Of Research In IT, Management and Engineering.

Winnie, Wong Poh Ming. (2014). The Impact of Trustworthiness and Customer E-Loyalty and E-Satisfaction. International Journal of Academic Research in Business and Social Sciences.

Wilson, N., Keni, K., Tan, P.H.P. (2019). The Effect of Website Design Quality and Service Quality on Repurchase Intention in the E-Commerce Industry: A Cross-Continental Analysis. Gadjah Mada International Journal of Business.

Yamin, S. dan Kurniawan, H. (2011). A New Generation of Processing Research Data with Partial Least Square Path Modeling. Jakarta: Salemba Infotek.

Wahyuningsih, S. S. (2023). Identifikasi Atribut Tingkat Lebih Tinggi untuk Prediksi Umur Bug. Jurnal Kolaboratif Sains, 6(3), 164-180.

Zhang., Yu Meng and Kim, Myoung Soo. (2019). The Effect of the Service Quality on the Customer Satisfaction and the Intention to Repurchase in Chinese Internet Shopping Mall. KNU The Institute of Management & Economy Research.

Dhaniswara, E., Kristian, Y., & Setiawan, E. I. (2021). Detection of Banana and Its Ripeness Using Residual Neural Network. JOURNAL OF INFORMATICS AND TELECOMMUNICATION ENGINEERING, 5(1), 188-197.

Zeithaml et al. (1996). Measuring The Quality Of Relationship In Customer Service: An Empirical Study. Journal of marketing.

Downloads

Published

01-08-2023

How to Cite

[1]
E. . Dhaniswara, S. . Sri Wahyuningsih, H. . Eldo, A. A. . Bakri, and A. . Junaidi, “The Influence of Electronic Service Quality and Electronic Recovery on Online Re-Purchase Intention: Role of E-Loyalty as Intervening Variable”, jsisfotek, vol. 5, no. 3, pp. 1–5, Aug. 2023.

Issue

Section

Articles