Abstract
Purpose - This research aims to analyze: (1) The Influence of E-Service Quality toward E-Satisfaction on Tokopedia Website in Padang city (2) The Influence of E-Service Quality toward E-Word of Mouth on Tokopedia Website in Padang city (3) The Influence of E-Satisfaction toward E-Word of Mouth on Tokopedia Website in Padang city (4) The Influence of E-Word of Mouth toward Revisit Intention on Tokopedia Website in Padang city. Methodology - The type of this research is Causative research. The population on this research is all the consumer of Tokopedia in Padang who revisit Tokopedia website with the total sample is 150 person which was taken by using purposive sampling due to unknown the number of population. Finding - Regarding the causal model proposed, the data confirm the relationship set out in the hypothesis. It can therefore be stated that (1) E-Service Quality has a positive effect and significant to E-Satisfaction (2) E- Service Quality has a positive effect and significant to E-Word of Mouth (3) E-Satisfaction has a positive effect and significant to E-Word of Mouth (4) E-Word of Mouth has a positive effect and significant to Revisit Intention. Conclusion - The analysis highlights the positive influence which taking part in the E-Service Quality, E- Satisfaction and E-Word of Mouth toward Revisit Intention. This is the clearly shows in this relationship from the empirical point-of-view. Limitation - This research only limit with the some variableKeyword: E-Service Quality, E-Satisfaction, E-Word of Mouth, Revisit Intention
Highlights
The industrial revolution is entering its fourth phase
The population in this study is the people of Padang city who use Tokopedia website whose numbers are unknown
The sample that will be used in this study considered are
Summary
The industrial revolution is entering its fourth phase. According to Kasali (2017), disruption does mean the phenomenon of today change and reflects the meaning of the phenomenon of future change. Based on data quoted from CNN, the number of visitors in the first rank is Lazada, with 49,000,000. Lazada is a market leader in Indonesia, the company is based in Southeast Asia. Tokopedia, an Indonesian original company became a market challenger, with 36,666,667 visitors. To increase the popularity of e-commerce is the interest in re-visit (revisit intention). Revisit intention is a form of behavior (behavioral intention) or the customer's desire to come back, give positive word of mouth, stay longer than expected, shop more than expected
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