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Research Article | Volume 4 Issue 3 (Issue May, 2023)
Customer Satisfaction and Trust as Intervening Variables on Website Quality towards Repurchase Intention Tokopedia Customer
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Under a Creative Commons license
Open Access
Published
June 10, 2023
Abstract
This study aimed to analyse the effect of website quality, customer satisfaction and trust on repurchase intention Tokopedia customer in East Java. Specifically, the study analyse (a) the direct effect of website quality on customer satisfaction, website quality on repurchase intention, website quality ontrust, customer satisfaction on repurchase intention, and trust on repurchase intention. This study also discussed (b) indirect effect between of website quality on repurchase intention. To determine the sample of this non-probability sampling study, purposive sampling method was applied. The sample was all customers live in east java who have conducted shopping transactions in Tokopedia. This research is categorized as confirmatory research (explanatory research), because this research is intended to test the relationship between variables and explain the causal relationship (cause-effect) between the variables through the testing of hypotheses that have been formulated. 130 respondents were involved. The research results indicate that all variables in the hypotheses are supported, and customer satisfaction and trust are able to mediate the relationship between website quality and repurchase intention.
Keywords
Website quality
Repurchase intention
Customer satisfaction
Hypotheses
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