The effect of perceived website quality on repurchase intention : mediating role of e-customer satisfaction and moderating role of e-customer trust : a case study semen Indonesia official store in Tokopedia

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Kusnawan, Dede (2023) The effect of perceived website quality on repurchase intention : mediating role of e-customer satisfaction and moderating role of e-customer trust : a case study semen Indonesia official store in Tokopedia. Graduate thesis, Sekolah Tinggi Manajemen Ipmi.

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Abstract

e-commerce payments in Indonesia are expected to expand with compound annual growth rate (CAGR) of 22.0%, reaching IDR 753.8 trillion ($53.8bn) in 2025. Responding to rapid digitalization progress in Indonesia, semen Indonesia as the biggest cement producer in Indonesia, trying to capture the opportunity of growing e-commerce and opening semen Indonesia's official store in Tokopedia in 2020. However, the performance of sales still behind the target. In online shopping, a consumer only interacts with the website before they make the purchase. Thus, the quality of the online relationship is important and it's related to customer trust and satisfaction. Online transactions are encouraged by customer trust, which is a critical factor. There are still much different research findings about the relationship between website quality and repurchase intention. This study propose that customer trust is a moderating variable that can influence the relationship between customer satisfaction and website quality to repurchase intention. Purposive sampling technique is applied to acquire 93 samples of Semen Indonesia official store customers based in Tokopedia by using and online questionnaire. Data is analysed using PLS SEM. This research concludes that perceived website quality has a positive significant impact on e-customer satisfaction and repurchase intention, e-costumer satisfaction also found has significant effect to repurchase intention and also significantly partially mediate the effect perceived website quality to repurchase intention. This research also reveals that e-customer trust moderate the effect perceived website quality and e-customer satisfaction in the relationship with repurchase intention. According to the R2 values, the purchase intention can be explained by the construct variables of perceived website quality and e-customer satisfaction is 45.4%, while additional factors that are not being explored in this study.

Item Type: Thesis (Graduate)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Thesis > Master of Business Administration
Depositing User: Dede Faujiah
Date Deposited: 09 May 2023 04:45
Last Modified: 09 May 2023 04:45
URI: http://repository.ipmi.ac.id/id/eprint/1979

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