The Influence of Website Design Quality, Perceived Value, E-Trust and Mediating Effects on Satisfaction on Repurchase Intentions (Case Study: Tokopedia.Com)
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Abstract
Indonesia is predicted to become the country with the largest economy in the future, has made Indonesia a target for the entry of many e-commerce companies, so that market conditions become very competitive which requires industry players to maintain consumer loyalty. The influence of Website design quality, perceived value and E-trust on Repurchase intention through E-satisfaction as mediation in the e-commerce industry. This research was conducted using a causal study approach on 403 research respondents who were consumers of Tokopedia, which is one of the largest e-commerce in Indonesia. The research results show that website design quality, perceived value and satisfaction have a significant and positive influence on repurchase intention. However, E-trust does not have a significant influence on repurchase intention
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How to Cite
Yulin, M., Bernarto, I., & Bernarto, I. (2024). The Influence of Website Design Quality, Perceived Value, E-Trust and Mediating Effects on Satisfaction on Repurchase Intentions (Case Study: Tokopedia.Com). Enrichment : Journal of Management, 14(2), 204-215. https://doi.org/10.35335/enrichment.v14i2.1894
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Afrelia, R., Hidayah, L., Setianingsih, A., & Heriani H, A. I. (2020). The Effect of Website Quality and Trust on Customer Loyalty. Journal of Islamic Economic Scholar, 1(2), 68–86.
Bernarto, I., Wilson, N., & Suryawan, I. N. (2019). Pengaruh Website Design Quality, Service Quality, Trust dan Satisfaction Terhadap Repurchase Intention (Studi Kasus: tokopedia.com). Jurnal Manajemen Indonesia, 19(1), 80–90. https://doi.org/10.25124/jmi.v19i1.1987
Correa, C., Alarcón, D., & Cepeda, I. (2021). “I am Delighted!”: The Effect of Perceived Customer Value on Repurchase and Advocacy Intention in B2B Express Delivery Services. Sustainability (Switzerland), 13(11). https://doi.org/10.3390/su13116013
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Guo, J., Zhang, W., & Xia, T. (2023). Impact of Shopping Website Design on Customer Satisfaction and Loyalty: The Mediating Role of Usability and the Moderating Role of Trust. Sustainability (Switzerland), 15(8). https://doi.org/10.3390/su15086347
Hair, J. F., M. Hult, G. T., M. Ringle, C., Sarstedt, & Marko. (2022). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) [3 ed]. In Angewandte Chemie International Edition, 6(11), 951–952. (Vol. 3, Issue 1).
Han, L., Ma, Y., Addo, P. C., Liao, M., & Fang, J. (2023). The Role of Platform Quality on Consumer Purchase Intention in the Context of Cross-Border E-Commerce: The Evidence from Africa. Behavioral Sciences, 13(5). https://doi.org/10.3390/bs13050385
Iskandar, I., & Bernarto, I. (2021). THE INFLUENCE OF WEBSITE DESIGN QUALITY, PERCEIVED VALUE AND E-TRUST ON REPURCHASE INTENTION ON E-COMMERCE BEAUTY HAUL. International Journal of Economics, Bussiness and Accounting Research, 10(4), 6.
Kadir. (2019). Statistika Terapan Kosep, Contoh dan Analisis Data dengan Program SPSS/Lisrel dalam Penelitian.
Kartono, R. A., & Halilah, I. (2018). Pengaruh E-Trust Terhadap E-Loyalty (Studi Pada Seller Di Bukalapak). Polban IRWNS, 1(1), 1204–1213.
Kemp, S. (2023). Indonesia Controls 40 Percent of ASEAN Digital Economy Market - ASEAN Indonesia 2023. https://asean2023.id/en/news/indonesia-controls-40-percent-of-asean-digital-economy-market
Kominfo. (2023). Digital 2023: Indonesia — DataReportal – Global Digital Insights. https://datareportal.com/reports/digital-2023-indonesia
Lin, T. T., Yeh, Y. Q., & Hsu, S. Y. (2022). Analysis of the Effects of Perceived Value, Price Sensitivity, Word-of-Mouth, and Customer Satisfaction on Repurchase Intentions of Safety Shoes under the Consideration of Sustainability. Sustainability (Switzerland), 14(24). https://doi.org/10.3390/su142416546
Novera, N. A. (2022). Study on the Effect of Brand Equity on Iphone Product Customers in Semarang City. International Journal of Economics, Business and Accounting Research (IJEBAR), 5(4), 558–564. https://doi.org/10.29040/ijebar.v5i4.3932
Oktariani, T. O., Wisnalmawati, W., & Darpito, S. H. (2022). The Effect of E-Service Quality, Website Design, E-Trust, and Perceived Risk on E-Satisfaction. Jurnal Ilmiah Manajemen Kesatuan, 10(1), 51–62. https://doi.org/10.37641/jimkes.v10i1.1203
Prakasa Restuputra, M. D., & Rahanatha, G. B. (2020). Promosi Penjualan, Store Atmosphere, Dan Brand Image Berpengaruh Terhadap Repurchase Intention. E-Jurnal Manajemen Universitas Udayana, 9(8), 3019. https://doi.org/10.24843/ejmunud.2020.v09.i08.p07
Priscillia, M., & Budiono, H. (2020). Prediksi Website Design Quality dan Service Quality terhadap Repurchase Intention Pada Pelanggan Shopee di Jakarta Dengan Customer Trust Sebagai Mediasi. Jurnal Manajerial Dan Kewirausahaan, 2(4), 1033. https://doi.org/10.24912/jmk.v2i4.9888
Priscillia, M., Budiono, H., Wiyanto, H., & Widjaya, H. (2021). The Effects of Website Design Quality and Service Quality on Repurchase Intention Among Shopee Customers in Jakarta, with Customer Trust as a Mediating Variable. Proceedings of the Ninth International Conference on Entrepreneurship and Business Management (ICEBM 2020), 174(Icebm 2020), 38–44. https://doi.org/10.2991/aebmr.k.210507.006
Purba, F. R., & Paramita, E. L. (2021). The Influence of eWOM and Customer Satisfaction on Purchasing Decisions. International Journal of Social Science and Business, 5(4), 578. https://doi.org/10.23887/ijssb.v5i4.40447
Rangaswamy, S., Sivasubramaniam, L., Sundaram, V., & Pitchaimuthu, M. (2021). Evaluation of digital marketing performance in electronic goods industry: An empirical study. Journal of Liberty and International Affairs, 7(3), 65–80. https://doi.org/10.47305/JLIA2137165r
Rizal, A. (2019). Inilah Lima Situs e-Commerce Paling Top di Indonesia Saat Ini - Semua Halaman - Info Komputer. Infokomputer.Grid.Id. https://infokomputer.grid.id/read/121731222/inilah-lima-situs-e-commerce-paling-top-di-indonesia-saat-ini?page=all
Sahir, S. H. (2022). Metodologi Penelitian. KBM Indonesia.
Saoula, O., Shamim, A., Mohd Suki, N., Ahmad, M. J., Abid, M. F., Patwary, A. K., & Abbasi, A. Z. (2023). Building e-trust and e-retention in online shopping: the role of website design, reliability and perceived ease of use. Spanish Journal of Marketing - ESIC, 27(2), 178–201. https://doi.org/10.1108/SJME-07-2022-0159
Tatang, M., & Mudiantono. (2017). the Impact of Website Design Quality, Service Quality, and Enjoyment on Repurchase Intention Through Satisfaction and Trust At Zalora. Diponegoro Journal of Management, 6, 1–11.
Wareza, M. (2021). Bandel! Telat Lapkeu September 2020, 23 Emiten Didenda BEI. CNBC. https://www.cnbcindonesia.com/market/20210113091734-17-215509/bandel-telat-lapkeu-september-2020-23-emiten-didenda-bei
Wibowo, H. A., Wahid, F., & Nafiudin. (2019). The Influences of Website Design on Formation of E-Trust, E-Satisfaction and E-Loyalty of Bukalapak.com Consumers: Relationship Marketing Revisited. 100(Icoi), 365–369. https://doi.org/10.2991/icoi-19.2019.62
Xu, A., Wei, C., Zheng, M., Sun, L., & Tang, D. (2022). Influence of Perceived Value on Repurchase Intention of Green Agricultural Products: From the Perspective of Multi-Group Analysis. Sustainability (Switzerland), 14(22), 1–17. https://doi.org/10.3390/su142215451
Yusgiantoro, F. (2023). ASEAN Digital Connectivity Under Indonesian Chairmanship | The Purnomo Yusgiantoro Center. https://www.purnomoyusgiantorocenter.org/asean-digital-connectivity-under-indonesian-chairmanship/
Zang, W., Qian, Y., & Song, H. (2022). The Effect of Perceived Value on Consumers’ Repurchase Intention of Commercial Ice Stadium: The Mediating Role of Community Interactions. International Journal of Environmental Research and Public Health, 19(5). https://doi.org/10.3390/ijerph19053043