Saudi Journal of Humanities and Social Sciences (SJHSS)
Volume-4 | Issue-08 | 552-559
Original Research Article
Consumer Trust Model: The Impact of Satisfaction and E-Service Quality toward Repurchase Intention in E-Commerce
Nanang Firmansyah, Hapzi Ali
Published : Aug. 28, 2019
Abstract
This study aims to examine and analyze the effect of satisfaction and e-service quality on consumer trust towards
repurchase intention in e-commerce industry. Research data is primary data derived from online questionnaires sent to
consumers which at least had done transaction in Lazada E-commerce. Sampling numbers in this research are 180
respondents and the analysis method used is SEM (Structural Equation Modelling) with AMOS 24 Software. Trust is
able to mediate satisfaction and e-service quality with repurchase intention in e-commerce industry. Repurchase
intentions is key value of e-commerce success. The study provide evidence that trust can is built through customer
satisfaction and e-service quality.