Pengaruh E-Satisfaction dan E-Trust terhadap Repurchase Intention Melalui E-Word of Mouth (E-Wom) sebagai Variabel Intervening E-Commerce Buka Lapak pada Generasi Millenial

  • Muchlis Universitas Riau
  • Gatot Wijayanto Universitas Riau
  • Sri Endang Komita Universitas Riau
Keywords: e-satisfaction, e-trust, e-wom, e-commerce, generasi milenial

Abstract

Tujuan penelitian ini adalah untuk mengetahui pengaruh e-satisfaction dan e-trust terhadap repurchase intention melalui e-word of mouth (E-WOM) sebagai variabel intervening e-commerce Bukalapak pada generasi milenial. Populasi di dalam penelitian adalah kaum milenial (Gen Y) yang telah melakukan transaksi minimal dua kali di e-commerce Bukalapak di smartphone mereka dengan menggunakan aplikasinya. Selanjutnya teknik pengumpulan data dengan menggunakan kuesioner pada google form dan sampel diklasifikasi menjadi 185 orang. Teknik analisis data dalam penelitian ini adalah dengan Structural Equation Modeling (SEM) dengan menggunakan Smart PLS 3.2.9 untuk pengolahan datanya. Hasil penelitian menunjukkan e-satisfaction berpengaruh terhadap e-word of mouth. E-trust mempengaruhi e-word of mouth. E-satisfaction mempengaruhi e-word of mouth dan repurchase intention.E-Trust mempengaruhi e-word of mouth dan repurchase intention. Setelah itu, e-satisfaction memberikan pengaruh terhadap niat beli ulang melalui e-word of mouth dan antara e-word of mouth dan e-satisfaction memiliki korelasi untuk menciptakan hubungan tersebut.

The object of this study is to find out the influence of e-satisfaction and e-trust on repurchase intention through e-word of mouth ( E-WOM ) as variable intervening e-commerce Bukalapak on the millennial generation. The population is millennial (Gen Y) who has done the transaction minimum twice in Bukalapak e-commerce in their smartphone by using its application. Furthermore, the data collection technique is by using questionnaires on google form and the sample was classified to 185 people. Technical data analysis in this study is with Structural Equation Modelling (SEM) by using Smart PLS 3.2.9 for data processing. The results showed e-satisfaction had an effect on the e-word of mouth. E-trust affects the e-word of mouth. E-satisfaction affects the e-word of mouth and repurchase intention. E-Trust affects the e-word of mouth and repurchase intention. After that, e-satisfaction gives the effects to the repurchase intention through the e-word of mouth, and between the e-word of mouth and e-satisfaction have a correlation to create those become a relation.

 

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Published
2021-07-26
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Articles
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