ANALISIS PENGARUH KUALITAS PELAYANAN, KUALITAS WEBSITE TERHADAP KEPUASAN, KEPERCAYAAN, DAN NIAT PEMBELIAN KEMBALI (Studi pada toko online Blibli.com)
Abstract: This study aimed to
analyze the effects that arise from the service quality and website quality on
customer satisfaction, and trust, its influence on repurchase intention from
Blibli.com. Variables used in this study is service quality and website quality
as an independent variable, and customer
satisfaction and trust as an intervening variable lastly, the repurchase
intention as the dependent variable. The sample in this study were 171
respondents from the consumer of Blibli.com.
The method used is non- probability purposive sampling by distributing
e-questionnaires to the respondents (customer). In this study developed a
theoretical model to propose six hypotheses to be tested using analysis tools
Structural Equation Modeling (SEM) which is operated through a program AMOS
24.0. Based on the research of data processing SEM for full model has met the
criteria of goodness of fit as follows, the value of chi-square = 134,089;
probability = 0,076; RMSEA = 0,034; CMIN/DF = 1,197; GFI = 0,915; TLI = 0,983;
CFI = 0,986; and a marginal criteria which is AGFI = 0,883. With the result, it
can be said that this model is feasible to be used. The results showed that the
repurchasse intention can be improved by increasing website quality that affect
the trust as a determinant of success to
increase repurchase intention.
Keywords: e-quality,
satisfaction, trust, and repurchase intention
Penulis: Galuh Novinoa, Sutopo
Kode Jurnal: jpmanajemendd170938
