Pengaruh E-Service Quality dan E-Trust Terhadap Repurchase Intention dengan E-Customer Satisfaction Sebagai Variabel Intervening (Studi pada Pengguna Layanan GrabFood Di Kota Serang)

SUSILAWATI, EUIS (2025) Pengaruh E-Service Quality dan E-Trust Terhadap Repurchase Intention dengan E-Customer Satisfaction Sebagai Variabel Intervening (Studi pada Pengguna Layanan GrabFood Di Kota Serang). S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.

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Abstract

This research aims to determine the effect of E-Service Quality (X1) and E-Trust (X2) on Repurchase Intention (Y) with E-Customer Satisfaction (Z) as an intervening variable for GrabFood Service User in Serang City. The research method used is descriptive quantitative. The population in this study are GrabFood service users in Serang City who have made purchases 3 times in the last 2 months. The sample in this study amounted to 119 respondents using purposive sampling and accidental sampling methods. The data analysis technique used in this research is Structural Equation Modeling (SEM) with the SmartPLS analysis tool version 4.0. The result of this study show that: (1) E-Service Quality has a positive and significant effect on Repurchase Intention. (2) E-Trust has not positive and significant effect on Repurchase Intention. (3) E-Service Quality has a positive and significant effect on E-Customer Satisfaction. (4) E-Trust has a positive and significant effect on E-Customer Satisfaction. (5) E-Customer Satisfaction has a positive and significant effect on Repurchase Intention. (6) E-Service Quality has a positive and significant effect on Repurchase Intention which is mediated by E-Customer Satisfaction. (7) E-Trust has a positive and significant effect on Repurchase Intention which is mediated by E-Customer Satisfaction.

Item Type:

Thesis (S1)

Contributors:

Contribution	Contributors	NIP/NIM
Thesis advisor	DAVID RAMDANSYAH, AGUS	197110222009121002
Thesis advisor	AZIE SETYO, YANTO	197710072005011002

Additional Information:

Penelitian ini bertujuan untuk mengetahui pengaruh E-Service Quality (X1) dan E-Trust (X2) terhadap Repurchase Intention (Y) dengan E-Customer Satisfaction (Z) sebagai variabel intervening pada pengguna layanan GrabFood di Kota Serang. Metode penelitian yang digunakan adalah kuantitatif deskriptif. Populasi dalam penelitian ini adalah pengguna layanan GrabFood di Kota Serang yang telah melakukan pembelian sebanyak 3 kali dalam 2 bulan terakhir. Sampel dalam penelitian ini berjumlah 119 responden dengan metode puposive sampling dan accidental sampling. Teknik analisis data yang digunakan dalam penelitian ini adalah Structural Equation Modelling (SEM) dengan menggunakan alat analisis SmartPLS versi 4.0. Hasil penelitian ini menunjukkan bahwa: (1) E-Service Quality berpengaruh positif dan signifikan terhadap Repurchase Intention. (2) E-Trust tidak berpengaruh positif dan signifikan terhadap Repurchase Intention. (3) E-Service Quality berpengaruh positif dan signifikan terhadap E-Customer Satisfaction. (4) E-Trust berpengaruh positif dan signifikan terhadap E-Customer Satisfaction. (5) E-Customer Satisfaction berpengaruh positif dan signifikan terhadap Repurchase Intention. (6) E-Service Quality berpengaruh positif dan signifikan terhadap Repurchase Intention yang dimediasi oleh variabel E-Customer Satisfaction. (7) E-Trust berpengaruh positif dan signifikan terhadap Repurchase Intention yang dimediasi oleh variabel E-Customer Satisfaction

Uncontrolled Keywords:

E-Service Quality, E-Trust, E-Customer Satisfaction dan Repurchase Intention E-Service Quality, E-Trust, E-Customer Satisfaction dan Repurchase Intention

Subjects:

H Social Sciences > H Social Sciences (General)

Divisions:

05-Fakultas Ekonomi dan Bisnis
05-Fakultas Ekonomi dan Bisnis > 61201-Program Sarjana Manajemen

Depositing User:

EUIS SUSILAWATI

Date Deposited:

14 Apr 2025 04:04

Last Modified:

14 Apr 2025 04:04

URI:

http://eprints.untirta.ac.id/id/eprint/48182

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