The role of e-satisfaction, e-word of mouth and e-trust on repurchase intention of online shop

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 quantitative
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-commerce
online shops. In addition, e-word of mouth has a positive and insignificant effect on repurchase
intention. This shows that the higher the e-word of mouth perceived by e-commerce consumers,
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 correlation
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.

Keywords: E-Satisfaction, E-Word of Mouth, E-Trust, Repurchase Intention, Online Shop