Jurnal Sistim Informasi dan Teknologi
2023, Vol. 5, No. 3

The Influence of Electronic Service Quality and Electronic Recovery on Online Re-Purchase Intention: Role of E-Loyalty as Intervening Variable

Erwin Dhaniswara (Universitas Widya Kartika Surabaya)
Suluh Sri Wahyuningsih (Universitas Muhammadiyah Palu)
Handry Eldo (Universitas Muhammadiyah Mahakarya Aceh)
Asri Ady Bakri (Universitas Islam Indonesia)
Agus Junaidi (Universitas Negeri Medan)

Article Info

Publish Date
01 Aug 2023

Abstract

This study intends to examine how online service quality and online recovery affect online loyalty and how they affect consumers' willingness to repurchase online. In this study, a non-probability sampling strategy with a purposeful sampling procedure was applied. A sample of 100 respondents who had purchased products from the marketplace were given questionnaires in order to obtain the data. The data in this study are analyzed using the Partial Least Square (PLS) method. The findings of this study demonstrate that online repurchase intention and electronic service quality have an impact on online loyalty. This study also discovered that electronic service quality has an impact on online repurchase intention via electronic loyalty. Through electronic loyalty, electronic recovery also has an impact on online repurchase intention.

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Journal Info
Jurnal Sistim Informasi dan Teknologi
Website

Abbrev

JSisfotek

Publisher

Asia Pacific Network for Sustainable Agriculture, Food and Energy

Subject

Computer Science & IT Decision Sciences, Operations Research & Management

Description

The Jurnal Sistim Informasi dan Teknologi (JSISFOTEK) aims to publish manuscripts that explore information systems and technology research and thus develop computer information systems globally. We encourage manuscripts that cover the following topic areas: - Analytics, Business Intelligence, and ...