THE IMPACT OF WEBSITE DESIGN QUALITY, SERVICE QUALITY, AND ENJOYMENT ON REPURCHASE INTENTION THROUGH SATISFACTION AND TRUST AT ZALORA
Abstract: The advance of
technology creates the new business trend by using internet. Zalora.co.id is
one of the e-commerce uses website and application to deliver fashion products
to the customers. The quality of website and application is the key to build
the trust and satisfaction to the customers. Zalora.co.id needs a strategy to
maintain the service quality and enjoyment through its website and application
in order to keep and increase the customer repurchase intention on
zalora.co.id.
This study aims to analyze the influence of factors of repurchase
intention on zalora.co.id. Website design quality, service quality and
enjoyment as independent variables and repurchase intention as dependent
variable. This research uses satisfaction and trust as intervening variables.
Sample of this research is the application users and visitors' Zalora website
in 2016 who had made a minimum of two purchases. The sampling method in this
research is judgment sampling. The analysis technique used is Structural Equation
Modeling – PLS.
The results of this study show website design quality, service quality
and enjoyment have positive effect on repurchase intention. The indirect
influence of website design quality through satisfaction and trust has a
negative effect.
Keywords: Website Design
Quality, Enjoyment, Service Quality, Repurchase Intention
Penulis: Marko Tatang,
Mudiantono
Kode Jurnal: jpmanajemendd170956
