Published: 2023-07-01
The Effect of Electronic Service Quality on Customer Trust and Its Implication on Repurchase Intention of Online Travel Agency Customers
DOI: 10.35870/emt.v7i3.1110
Frans Sudirjo, Asnawati, Slamet Riyadi, Musran Munizu, Wa Ode Nur Ainun
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Frans Sudirjo:
Universitas 17 Agustus 1945 Semarang
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Asnawati:
Mulawarman University
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Slamet Riyadi:
Universitas Dr. Soetomo
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Musran Munizu:
Hasanuddin University
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Wa Ode Nur Ainun:
Universitas Dayanu Ikhsanuddin
Abstract
This study intends to determine how the quality of electronic services affects customer trust and how it affects e-commerce users' willingness to make additional purchases. This study approaches the topic of e-commerce research quantitatively. A sample of 100 e-commerce users' responses was used in this study. Using a questionnaire to obtain data. The findings indicated that the e-service quality variable affected consumer trust and repurchase intention to some extent. Repurchase intention is influenced by the customer trust factor. E-service quality and customer trust both influences repurchase intention simultaneously. Through consumer trust, inconsistent e-service quality has an indirect impact on customers' willingness to repurchase. More consumer data protection should be offered through e-commerce. It is advised that other variables and methodological approaches be used in future studies so that the scope and depth of study in the field of marketing can be increased
Keywords
Service Quality; Customer Trust; E-Commerce; Repurchase Intention
Article Information
This article has been peer-reviewed and published in the Jurnal EMT KITA. The content is available under the terms of the Creative Commons Attribution 4.0 International License.
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Issue: Vol. 7 No. 3 (2023)
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Section: Articles
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Published: 2023-07-01
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License: CC BY 4.0
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Copyright: © 2023 Authors
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DOI: 10.35870/emt.v7i3.1110
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Frans Sudirjo, Universitas 17 Agustus 1945 Semarang
Management Study Program, Universitas 17 Agustus 1945 Semarang, Semarang City, Central Java Province, Indonesia
Asnawati, Mulawarman University
Management Study Program, Universitas Mulawarman, Samarinda City, Province of East Kalimantan, Indonesia
Slamet Riyadi, Universitas Dr. Soetomo
Management Study Program, Universitas Dr. Soetomo, Surabaya City, East Java Province, Indonesia
Musran Munizu, Hasanuddin University
Management Study Program, Universitas Hasanuddin, Makassar City, South Sulawesi Province, Indonesia
Wa Ode Nur Ainun, Universitas Dayanu Ikhsanuddin
Management Study Program, Universitas Dayanu Ikhsanuddin, Bau-Bau City, Southeast Sulawesi Province, Indonesia
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