Articles
PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP E-REPURCHASE INTENTION MELALUI E-CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI PADA PENGGUNA APLIKASI ONLINE GROCERY
Published 2026-07-14
Keywords
- e-service quality,
- e-trust,
- e-customer satisfaction,
- e-repurchase intention,
- online grocery
How to Cite
PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP E-REPURCHASE INTENTION MELALUI E-CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI PADA PENGGUNA APLIKASI ONLINE GROCERY. (2026). Musytari : Jurnal Manajemen, Akuntansi, Dan Ekonomi, 25(8). https://doi.org/10.2238/n20cx504
Abstract
This study examines the effect of e-service quality and e-trust on e-repurchase intention, directly and through e-customer satisfaction as a mediating variable, among users of the Astro online grocery application in the Jakarta, Bekasi, Depok, Tangerang, and South Tangerang (Jadetabek) area. A quantitative survey method was used, involving 260 respondents selected through purposive sampling. Data were analyzed using Covariance-Based Structural Equation Modeling (CB-SEM) with AMOS 29. The results show that e-service quality and e-trust have a positive and significant effect on e-customer satisfaction, while e-trust and e-customer satisfaction have a positive and significant effect on e-repurchase intention. E-service quality has no significant direct effect on e-repurchase intention. E-customer satisfaction fully mediates the effect of e-service quality, and partially mediates the effect of e-trust, on e-repurchase intention. These findings confirm the role of customer satisfaction as a central mechanism linking service quality and trust to repurchase behavior in quick commerce services. Penelitian ini bertujuan menguji pengaruh e-service quality dan e-trust terhadap e-repurchase intention, baik secara langsung maupun melalui e-customer satisfaction sebagai variabel mediasi, pada pengguna aplikasi online grocery Astro di wilayah Jadetabek. Penelitian menggunakan metode survei kuantitatif dengan 260 responden yang dipilih melalui purposive sampling. Data dianalisis menggunakan Structural Equation Modeling berbasis kovarians (CB-SEM) dengan bantuan AMOS 29. Hasil penelitian menunjukkan bahwa e-service quality dan e-trust berpengaruh positif dan signifikan terhadap e-customer satisfaction, sedangkan e-trust dan e-customer satisfaction berpengaruh positif dan signifikan terhadap e-repurchase intention. E-service quality tidak berpengaruh signifikan secara langsung terhadap e-repurchase intention. E-customer satisfaction terbukti memediasi secara penuh pengaruh e-service quality, dan memediasi secara parsial pengaruh e-trust, terhadap e-repurchase intention. Temuan ini menegaskan peran kepuasan pelanggan sebagai mekanisme utama yang menghubungkan kualitas layanan dan kepercayaan dengan perilaku pembelian ulang pada layanan quick commerce.References
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