wawan, prahiawan (2021) The role of e-satisfaction, e-word of mouth and e-trust on repurchase intention of online shop. International Journal of Data and Network Science, 5 (-). pp. 593-600. ISSN 1929-5812

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Abstract

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 quanti- tative 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-com- merce online shops. In addition, e-word of mouth has a positive and insignificant effect on repur- chase intention. This shows that the higher the e-word of mouth perceived by e-commerce consum- ers, 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 cor- relation 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.

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