Abstract
The purpose of this study was to analyze the effect of web quality, fulfillment, and satisfaction and its impact on repurchase intention of e-commerce customers. This type of research used survey methods, the population in this study were all Tokopedia consumers in Pontianak city-Indonesia. The sample in this study used 100 respondents using purposive sampling technique and the data analysis carried out with path analysis. Results of the first substructure was fulfillment and web quality had positive effect to satisfaction. The second substructure was the fulfillment did not effect the repurchase intention while the web quality and satisfaction variables had positive effect on repurchase intention. Satisfaction mediated the effect of fullfillment and web quality on repurchase intention.
Highlights
As we know, the development of information technology, especially the internet, has a big influence in every aspect of life, including in the business world
A mediating variable is added, namely satisfaction, because to make someone repurchase, it must be driven by a sense of satisfaction that comes from fulfillment and the quality of the web
The Effect of Web Quality on Repurchase Intention According to Barnes & Vidgen (2002), website quality is an instrument developed to assess the usefulness of information and the quality of services interactions from internet websites
Summary
The development of information technology, especially the internet, has a big influence in every aspect of life, including in the business world. Some people consider online shopping as a solution in shopping, this is because consumers can get the goods or services they want without having to go to a shopping place, but by choosing what they want through the website or application provided by the company. Based on the ranking on the Appstore and Playstore, Shopee leads the way in first place beating Tokopedia. Tokopedia is in the second place on the Appstore, while Lazada is on Playstore. It is very important for every e-commerce company like Tokopedia to see the level of consumer satisfaction through website quality and the level of fulfillment of promises to win fierce competition for the company survival. Understandable website content, clear information, and security need be pid attetion to in order to be able to make customers feel satisfied with website services. A mediating variable is added, namely satisfaction, because to make someone repurchase, it must be driven by a sense of satisfaction that comes from fulfillment and the quality of the web
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