PENGARUH E-SERVICE QUALITY DAN TRUST TERHADAP REPURCHASE INTENTION DENGAN SATISFACTION SEBAGAI INTERVENING (STUDI KASUS PADA PEMBELI E-COMMERCE BUKALAPAK)

Achmad Tegar Pribadi, 2020; Effect of E-Service Quality and Trust on Repurchase Intention with Satisfaction as Intervening (Case Study on Buyer Ecommerce Bukalapak). Thesis, Jakarta: Management Concentration, Faculty of Economics, Jakarta State University. Advisory Team: Dr. Mohamad Rizan SE, MM & Rahmi, S.E, M.S.M This research aims to determine the effect of e-service quality on satisfaction, the effect of trust on satisfaction, the effect of satisfaction on repurchase intention, the effect of e-service quality on repurchase intention, the effect of trust on repurchase intention, the effect of e-service quality on repurchase intention through satisfaction as intervening, the effect of trust on repurchase intention through satisfaction as intervening, in the buyer of ecommerce Bukalapak. Survey methods with instruments in the form of questionnaires are data collection methods that researchers use. The sample of this study was 200 respondents who had used and transacted in the e-commerce Bukalapak and office worker in Rasuna Said, Setiabudi, South Jakarta. Data were analyzed using SPSS version 22 and SEM (Structural Equation Model) from LISREL software version 8.80 to process and analyze research data. The results of hypothesis testing show: 1) e-service quality has a significant effect on satisfaction, 2) trust has a significant effect on satisfaction, 3) satisfaction has a significant effect on repurchase intention, 4) e-service quality has a significant effect on repurchase intention, 5) trust has a significant effect on repurchase intention, 6) e-service quality has a significant effect on repurchase intention through satisfaction as intervening, 7) trust has a significant effect on repurchase intention through satisfaction as intervening in the e-commerce Bukalapak. Keywords: e-service quality, trust, satisfaction, repurchase intention, Bukalapak, e-commerce, online shopping, SE