PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP E-REPURCHASE INTENTION MELALUI E-CUSTOMER SATISFACTION PADA PENGGUNA APLIKASI ONLINE GROCERY

NABILAH RAMANITA, . (2026) PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP E-REPURCHASE INTENTION MELALUI E-CUSTOMER SATISFACTION PADA PENGGUNA APLIKASI ONLINE GROCERY. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan untuk menguji pengaruh e-service quality dan e-trust terhadap e-repurchase intention, baik secara langsung maupun melalui e-customer satisfaction, berdasarkan Expectation Confirmation Theory (ECT), pada pengguna aplikasi online grocery Astro. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei. Sampel penelitian berjumlah 260 responden yang merupakan masyarakat wilayah Jakarta, Bekasi, Depok, Tangerang, dan Tangerang Selatan (Jadetabek) yang pernah bertransaksi melalui aplikasi Astro, ditentukan menggunakan metode non-probability sampling dengan teknik purposive sampling. Data dianalisis menggunakan Structural Equation Modeling berbasis kovarians (CB-SEM) dengan bantuan perangkat lunak AMOS. Hasil penelitian menunjukkan bahwa e-service quality dan e-trust berpengaruh positif dan signifikan terhadap e-customer satisfaction. E-trust dan e-customer satisfaction juga terbukti berpengaruh positif dan signifikan terhadap e-repurchase intention, sedangkan e-service quality tidak berpengaruh signifikan secara langsung terhadap e-repurchase intention. Hasil pengujian mediasi menunjukkan bahwa e-customer satisfaction memediasi secara penuh (full mediation) pengaruh e-service quality terhadap e-repurchase intention, serta memediasi secara parsial (partial mediation) pengaruh e-trust terhadap e-repurchase intention. Temuan ini memperkuat penerapan Expectation Confirmation Theory (ECT) dalam menjelaskan peran kepuasan pelanggan dalam membentuk niat pembelian ulang pada layanan online grocery ***** This study aims to examine the effect of e-service quality and e-trust on e-repurchase intention, both directly and indirectly through e-customer satisfaction, based on the Expectation Confirmation Theory (ECT), among users of the Astro online grocery application. This study employed a quantitative approach using a survey method. The sample consisted of 260 respondents from Jakarta, Bekasi, Depok, Tangerang, and South Tangerang (Jabodetabek) who had made transactions through the Astro application. The respondents were selected using a non-probability sampling method with a purposive sampling technique. The data were analyzed using Covariance-Based Structural Equation Modeling (CB-SEM) with the assistance of AMOS software. The results indicate that e-service quality and e-trust have a positive and significant effect on e-customer satisfaction. E-trust and e-customer satisfaction also have a positive and significant effect on e-repurchase intention, whereas e-service quality does not have a significant direct effect on e-repurchase intention. The mediation analysis reveals that e-customer satisfaction fully mediates the relationship between e-service quality and e-repurchase intention, while it partially mediates the relationship between e-trust and e-repurchase intention. These findings reinforce the application of Expectation Confirmation Theory (ECT) in explaining the role of customer satisfaction in shaping repurchase intention in online grocery services.

Item Type:	Thesis (Sarjana)
Additional Information:	1). Prof. Dr. Mohamad Rizan, S.E., M.M.; 2). Nofriska Krissanya, S.E., M.B.A.
Subjects:	Manajemen > Manajemen Pemasaran
Divisions:	FE > S1 Manajemen
Depositing User:	Nabilah Ramanita .
Date Deposited:	14 Aug 2026 06:10
Last Modified:	14 Aug 2026 06:10
URI:	http://repository.unj.ac.id/id/eprint/71127

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