Anggita, M., & Trenggana, A. F. M. (2020). Pengaruh Customer Engagement Dan E-Service Quality Terhadap Niat Beli Ulang Dengan Kepuasan Pelanggan Sebagai Variabel Mediator Tiket.Com. ProBank, 5(1), 83–99.
Astarina, I. G. A., Giantari, I. G. A. K., & Kerti Yasa, N. N. (2017). Peran Kepercayaan Memediasi Pengaruh Pengalaman Terhadap Niat Menggunakan Kembali Jasa Go-Jek Di Kota Denpasar. E-Jurnal Manajemen Unud, 6(5), 2308–2334.
Bernada, T. (2017). Upaya Perlindungan Hukum Pada Konsumen dalam Transaksi E-Commerce untuk Mendukung Pertumbuhan Ekonomi Digital Di Indonesia. Jurnal Hukum Dan Peradilan, 6(1), 1–24.
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.
Chinomona, R., Masinge, G., & Sandada, M. (2014). The influence of E-service quality on customer perceived value, customer satisfaction and loyalty in South Africa. Mediterranean Journal of Social Sciences, 5(9), 331–341.
Febrini, I. Y., Widowati, R., & Anwar, M. (2019). Pengaruh Experiential Marketing Terhadap Kepuasan Konsumen Dan Minat Beli Ulang Di Warung Kopi Klotok, Kaliurang, Yogyakarta. Jurnal Manajemen Bisnis, 10(1), 35–54.
Ghozali, I. (2014). Structural Equation Modeling Metode Alternatif dengan Partial Least Squares (PLS). Semarang: Universitas Diponegoro.
Hadyan, R. (2020). Ini Respons Marketplace Menjawab Tudingan YLKI. Bisnis.Com. https://m.bisnis.com/amp/read/20200115/12/1190281/ini-respons-marketplace-menjawab-tudingan-ylki
Hartono, K. B., & Salim, L. (2020). Pengalaman Pemasaran dan Kualitas Layanan Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan dan Kepercayaan sebagai Variabel Mediasi. Jurnal Ekonomi Dan Bisnis, 23(2), 20-30.
Hasman, H. C. P., Ginting, P., & Rini, E. S. (2019). The Influence of E-Service Quality on E-Satisfaction and Its Impact on Repurchase Intention in Using E- Commerce Applications on Students of Universitas Sumatera Utara. International Journal of Research and Review, 6(10), 299–307.
Ikhsan, I., & Lestari, R. (2021). Pengaruh Promotion, Perceived Value, E-Service Quality dan E-Trust Terhadap E-Repurchase Intention dan E-Loyalti Konsumen E-Commerce Tokopedia di Kota Banda Aceh. Jurnal Ilmiah Magister Manajemen, 4(2), 205–214.
Ismail, M., & Safa, N. (2013). A customer loyalty formation model in electronic commerce. Economic Modelling, 35, 559–564.
Kundu, S., & Datta, S. K. (2015). Impact of trust on the relationship of e-service quality and customer satisfaction. Eouro Med Journal of Business, 10(1), 21–46.
Lestari, V. T., & Ellyawati, J. (2019). Effect of E-Service quality on repurchase intention: Testing the role of e-satisfaction as mediator variable. International Journal of Innovative Technology and Exploring Engineering, 8(7C2), 158–162.
Maghnati, F., Ling, K. C., & Nasermoadeli, A. (2012). Exploring the Relationship between Experiential Marketing and Experiential Value in the Smartphone Industry. International Business Research, 5(11), 169–177.
Masarianti, I. G. A. A. A., & Darwini, S. (2019). Pengaruh Trust Dan Easy of Use Terhadap Minat Beli Ulang Pada Marketplace Shopee Di Kota Mataram. Jurnal Riset Manajemen, 19(1), 20-32.
Nurjanah, U., & Wahyono. (2017). Membangun Loyalitas Pelanggan Melalui Strategi Experiential Marketing, Kualitas Layanan, dan Kepuasan. Management Analysis Journal, 4(1), 1–7.
Olii, K. R. R., & Nurcaya, I. N. (2016). Peran Kepuasan Pelanggan Dalam Memediasi Pengaruh Experiential Marketing Terhadap Pembelian Ulang Tiket Pesawat Pada Pt Jasa Nusa Wisata Denpasar. E-Jurnal Manajemen Universitas Udayana, 5(8), 4835–4864.
Putri, L. (2018). Achmad Zaky, Founded Bukalapak to Improve Small Businesess. https://www.prestigeonline.com/id/people-events/achmad-zaky-built-bridge-bukalapak/
Putri, V. P. (2015). Influence Of Trust And Customer Satisfaction On Repurchase Intention At Online Shop In The Facebook. Manajemen Bisnis, 5(2), 33-42.
Rahayu, K. S., & Saodin, S. (2021). E-ServQual on E-Trust, E-Satisfaction and Online Repurchase Intention. Review of International Geograohical Education (RIGEO), 11(4), 1426–1439.
Rahmanda, F., & Farida, N. (2021). Pengaruh Brand Image dan Customer Experience Terhadap Repurchase Intention Dengan Brand Trust sebagai Variabel Intervening pada J.Co Donuts & Coffee Paragon Mall Dan Java Supermall Semarang. Jurnal Ilmu Administrasi Bisnis, 10(1), 866-878.
Rahmayanti, A., & Wandebori, H. (2016). The Effects of E-service Quality on Customer Online Repurchase Intention Towards E-commerce Marketplace C2C in Indonesia. The 7 Smart Collaboration for Business in Technology and Information Industries, 2016, 35–40.
Razak, N. S. A., Ahmad, A. H., & Marimuthu, M. (2016). The effect of website quality on repurchase intention in travel agency’s website in malaysia. First International Conference on Advanced Business and Social Sciences, 2(2),1139-1156.
Rochim, A. (2020). The Influence of Service Quality, Price and Trust on Customer Loyalty through Customer Satisfaction (Study on Grab Bike Customer SMA Islam Al-Azhar 4). STEI Journal of Economics, 20(20), 1–18.
Rohwiyati, R., & Praptiestrini, P. (2019). The effect of shopee e-service quality and price perception on repurchase intention: Customer satisfaction as mediation variable. Indonesian Journal of Contemporary Management Research, 1(1), 47-54.
Safa, N. S., & Solms, R. von. (2016). Customers Repurchase Intention Formation In E-commerce. South African Journal of Information Management, 18(1), 1–9.
Shobeiri, S., Laroche, M., & Mazaheri, E. (2013). Journal of Retailing and Consumer Services Shaping e-retailer’s website personality : The importance of experiential marketing. Journal of Retailing and Consumer Services, 20(1), 102–110.
Suhaily, L., & Soelasih, Y. (2017). What effects repurchase intention of online shopping. International Business Research, 10(12), 113-122.
Syahputra, D., & Murwatiningsih, M. (2019). Building Customer Engagement through Customer Experience, Customer Trust, and Customer Satisfaction in Kaligung Train Customers. Management Analysis Journal, 8(4), 350-359.
Trivedi, S. K., & Yadav, M. (2018). Predicting online repurchase intentions with e-satisfaction as mediator: a study on Gen Y. VINE Journal of Information and Knowledge Management Systems, 48(3), 427–447.
Trivedi, S. K., & Yadav, M. (2020). Repurchase intentions in Y generation: mediation of trust and e-satisfaction. Marketing Intelligence and Planning, 38(4), 401–415.
Wu, M. Y., & Tseng, L. H. (2015). Customer Satisfaction and Loyalty in an Online Shop : An Experiential Marketing Perspective. International Journal Business and Management, 10(1), 103–115.
Wuisan, D. S. S., Chandra, D., Maisie, A. T., Natalia, V., & Bernarto, I. (2020). Pengaruh Website Design Quality Dan E-Service Quality Terhadap Repurchase Intention Sociolla E-Trust Sebagai Variabel Mediasi. Computatio: Journal of Computer Science and Information Systems, 4(1), 55–67.
Yolandari, N. L. D., & Kusumadewi, N. M. W. (2018). Pengaruh Pengalaman Pelanggan Dan Kepercayaan Terhadap Niat Beli Ulang Secara Online Melalui Kepuasan Pelanggan (Studi Pada Situs Online Berrybenka. com). E-Jurnal Manajemen Universitas Udayana, 7(10), 5343 – 5378.
Yoon, J. K., & Sundar, S. S. (2010). Effects of specialization in computers, web sites, and web agents on e-commerce trust. Journal of Human Computer Studies, 68(12), 899–912.
Astarina, I. G. A., Giantari, I. G. A. K., & Kerti Yasa, N. N. (2017). Peran Kepercayaan Memediasi Pengaruh Pengalaman Terhadap Niat Menggunakan Kembali Jasa Go-Jek Di Kota Denpasar. E-Jurnal Manajemen Unud, 6(5), 2308–2334.
Bernada, T. (2017). Upaya Perlindungan Hukum Pada Konsumen dalam Transaksi E-Commerce untuk Mendukung Pertumbuhan Ekonomi Digital Di Indonesia. Jurnal Hukum Dan Peradilan, 6(1), 1–24.
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.
Chinomona, R., Masinge, G., & Sandada, M. (2014). The influence of E-service quality on customer perceived value, customer satisfaction and loyalty in South Africa. Mediterranean Journal of Social Sciences, 5(9), 331–341.
Febrini, I. Y., Widowati, R., & Anwar, M. (2019). Pengaruh Experiential Marketing Terhadap Kepuasan Konsumen Dan Minat Beli Ulang Di Warung Kopi Klotok, Kaliurang, Yogyakarta. Jurnal Manajemen Bisnis, 10(1), 35–54.
Ghozali, I. (2014). Structural Equation Modeling Metode Alternatif dengan Partial Least Squares (PLS). Semarang: Universitas Diponegoro.
Hadyan, R. (2020). Ini Respons Marketplace Menjawab Tudingan YLKI. Bisnis.Com. https://m.bisnis.com/amp/read/20200115/12/1190281/ini-respons-marketplace-menjawab-tudingan-ylki
Hartono, K. B., & Salim, L. (2020). Pengalaman Pemasaran dan Kualitas Layanan Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan dan Kepercayaan sebagai Variabel Mediasi. Jurnal Ekonomi Dan Bisnis, 23(2), 20-30.
Hasman, H. C. P., Ginting, P., & Rini, E. S. (2019). The Influence of E-Service Quality on E-Satisfaction and Its Impact on Repurchase Intention in Using E- Commerce Applications on Students of Universitas Sumatera Utara. International Journal of Research and Review, 6(10), 299–307.
Ikhsan, I., & Lestari, R. (2021). Pengaruh Promotion, Perceived Value, E-Service Quality dan E-Trust Terhadap E-Repurchase Intention dan E-Loyalti Konsumen E-Commerce Tokopedia di Kota Banda Aceh. Jurnal Ilmiah Magister Manajemen, 4(2), 205–214.
Ismail, M., & Safa, N. (2013). A customer loyalty formation model in electronic commerce. Economic Modelling, 35, 559–564.
Kundu, S., & Datta, S. K. (2015). Impact of trust on the relationship of e-service quality and customer satisfaction. Eouro Med Journal of Business, 10(1), 21–46.
Lestari, V. T., & Ellyawati, J. (2019). Effect of E-Service quality on repurchase intention: Testing the role of e-satisfaction as mediator variable. International Journal of Innovative Technology and Exploring Engineering, 8(7C2), 158–162.
Maghnati, F., Ling, K. C., & Nasermoadeli, A. (2012). Exploring the Relationship between Experiential Marketing and Experiential Value in the Smartphone Industry. International Business Research, 5(11), 169–177.
Masarianti, I. G. A. A. A., & Darwini, S. (2019). Pengaruh Trust Dan Easy of Use Terhadap Minat Beli Ulang Pada Marketplace Shopee Di Kota Mataram. Jurnal Riset Manajemen, 19(1), 20-32.
Nurjanah, U., & Wahyono. (2017). Membangun Loyalitas Pelanggan Melalui Strategi Experiential Marketing, Kualitas Layanan, dan Kepuasan. Management Analysis Journal, 4(1), 1–7.
Olii, K. R. R., & Nurcaya, I. N. (2016). Peran Kepuasan Pelanggan Dalam Memediasi Pengaruh Experiential Marketing Terhadap Pembelian Ulang Tiket Pesawat Pada Pt Jasa Nusa Wisata Denpasar. E-Jurnal Manajemen Universitas Udayana, 5(8), 4835–4864.
Putri, L. (2018). Achmad Zaky, Founded Bukalapak to Improve Small Businesess. https://www.prestigeonline.com/id/people-events/achmad-zaky-built-bridge-bukalapak/
Putri, V. P. (2015). Influence Of Trust And Customer Satisfaction On Repurchase Intention At Online Shop In The Facebook. Manajemen Bisnis, 5(2), 33-42.
Rahayu, K. S., & Saodin, S. (2021). E-ServQual on E-Trust, E-Satisfaction and Online Repurchase Intention. Review of International Geograohical Education (RIGEO), 11(4), 1426–1439.
Rahmanda, F., & Farida, N. (2021). Pengaruh Brand Image dan Customer Experience Terhadap Repurchase Intention Dengan Brand Trust sebagai Variabel Intervening pada J.Co Donuts & Coffee Paragon Mall Dan Java Supermall Semarang. Jurnal Ilmu Administrasi Bisnis, 10(1), 866-878.
Rahmayanti, A., & Wandebori, H. (2016). The Effects of E-service Quality on Customer Online Repurchase Intention Towards E-commerce Marketplace C2C in Indonesia. The 7 Smart Collaboration for Business in Technology and Information Industries, 2016, 35–40.
Razak, N. S. A., Ahmad, A. H., & Marimuthu, M. (2016). The effect of website quality on repurchase intention in travel agency’s website in malaysia. First International Conference on Advanced Business and Social Sciences, 2(2),1139-1156.
Rochim, A. (2020). The Influence of Service Quality, Price and Trust on Customer Loyalty through Customer Satisfaction (Study on Grab Bike Customer SMA Islam Al-Azhar 4). STEI Journal of Economics, 20(20), 1–18.
Rohwiyati, R., & Praptiestrini, P. (2019). The effect of shopee e-service quality and price perception on repurchase intention: Customer satisfaction as mediation variable. Indonesian Journal of Contemporary Management Research, 1(1), 47-54.
Safa, N. S., & Solms, R. von. (2016). Customers Repurchase Intention Formation In E-commerce. South African Journal of Information Management, 18(1), 1–9.
Shobeiri, S., Laroche, M., & Mazaheri, E. (2013). Journal of Retailing and Consumer Services Shaping e-retailer’s website personality : The importance of experiential marketing. Journal of Retailing and Consumer Services, 20(1), 102–110.
Suhaily, L., & Soelasih, Y. (2017). What effects repurchase intention of online shopping. International Business Research, 10(12), 113-122.
Syahputra, D., & Murwatiningsih, M. (2019). Building Customer Engagement through Customer Experience, Customer Trust, and Customer Satisfaction in Kaligung Train Customers. Management Analysis Journal, 8(4), 350-359.
Trivedi, S. K., & Yadav, M. (2018). Predicting online repurchase intentions with e-satisfaction as mediator: a study on Gen Y. VINE Journal of Information and Knowledge Management Systems, 48(3), 427–447.
Trivedi, S. K., & Yadav, M. (2020). Repurchase intentions in Y generation: mediation of trust and e-satisfaction. Marketing Intelligence and Planning, 38(4), 401–415.
Wu, M. Y., & Tseng, L. H. (2015). Customer Satisfaction and Loyalty in an Online Shop : An Experiential Marketing Perspective. International Journal Business and Management, 10(1), 103–115.
Wuisan, D. S. S., Chandra, D., Maisie, A. T., Natalia, V., & Bernarto, I. (2020). Pengaruh Website Design Quality Dan E-Service Quality Terhadap Repurchase Intention Sociolla E-Trust Sebagai Variabel Mediasi. Computatio: Journal of Computer Science and Information Systems, 4(1), 55–67.
Yolandari, N. L. D., & Kusumadewi, N. M. W. (2018). Pengaruh Pengalaman Pelanggan Dan Kepercayaan Terhadap Niat Beli Ulang Secara Online Melalui Kepuasan Pelanggan (Studi Pada Situs Online Berrybenka. com). E-Jurnal Manajemen Universitas Udayana, 7(10), 5343 – 5378.
Yoon, J. K., & Sundar, S. S. (2010). Effects of specialization in computers, web sites, and web agents on e-commerce trust. Journal of Human Computer Studies, 68(12), 899–912.
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Affiliations
Maulida Afiya Rahmania
Unnes
Wahyono Wahyono
Universitas Negeri Semarang
How to Cite
1.
Rahmania M, Wahyono W. Interaction of E-Service Quality, Experiential Marketing, Trust, and Satisfaction on Repurchase Intention. MAJ [Internet]. 29Mar.2022 [cited 19Nov.2024];11(1):71-2. Available from: http://journal.unnes.ac.id/sju/maj/article/view/54279
Interaction of E-Service Quality, Experiential Marketing, Trust, and Satisfaction on Repurchase Intention
Vol 11 No 1 (2022): Management Analysis Journal
Submitted: Jan 30, 2022
Published: Mar 29, 2022
Abstract
The purpose of this study was to test the influence of e-service quality, experiential marketing, trust, and satisfaction on repurchase intentions. The population in this study was Bukalapak consumers with a sample number of 98 respondents. Sampling methods use convenience sampling techniques. Sample analysis method using Partial Least Square (PLS) with SmartPLS 3.0 program. The results showed that e-service quality had a significant and positive effect on trust and satisfaction. Experiential marketing has a significant and positive effect on trust, but experiential marketing has no significant effect on satisfaction. Trust and satisfaction have a significant and positive influence on repurchase intentions.