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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
DOI : 10.21276/sjhss.2019.4.8.4
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.
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