The Influence of E-Service Quality and Consumer Trust on Repurchase Intention on Zalora Indonesia Online Shopping Site

Abstract

In this research, repurchase intention is a positive response given by consumers to the company for the quality of service provided by the company to consumers who are in line with expectations, causing consumer satisfaction in making transactions, this has an impact on consumer interest in revisiting and repurchasing in the future.  In previous research, it is acknowledged that there is an effect of e-service quality and consumer trust on the repurchase intention. The purpose of this research aims to determine e-service quality and consumer trust affect repurchase intention on Zalora website.

The population in this research are internet users throughout Indonesia who have made online shopping transactions through Zalora Indonesia application.  The population in this research is non-probability or not known for certain.  Determination of sampling in this study using purposive sampling technique, using the calculation of the Ferdinand formula in order to obtain a sample of 50 respondents. Data were obtained through questionnaires and analyzed using multiple linear regression analysis techniques.

The results from this research concludes that: (1) E-service quality has an effect on repurchase intention, and (2) consumer trust has no effect on repurchase intention.