Abstract
The existence of the government's Large-Scale Social Restrictions (PSBB) policy during the Covid-19 pandemic encouraged every industrial sector to focus on online transactions. One of the industries in question is the food industry, represented by cafes and restaurants that are starting to pay attention to the concept of e-service quality to support the increase in online repurchase intentions in an effort to maintain business continuity. This study aims to determine the effect of E-Service Quality on Online Repurchase Intentions with the satisfaction variable as a mediation at cafes and restaurants during the Covid-19 pandemic. The causal quantitative research method, with this research design using a cross sectional study. The sample used is 170 customers who make online purchases at cafes & restaurants in the city of Padang. The data collection process uses a questionnaire, with the distribution presented in the form of an electronic questionnaire which is one of the google docs applications that can be accessed online via the internet by customers of online cafes and restaurants in Padang city, West Sumatra, Indonesia. In this study, there are three types of variables used, namely the first independent variable, namely e-service quality, the second is the mediating variable, namely customer satisfaction, and the third dependent variable is online repurchase intentions. Data analysis in this study used Partial Least Square (PLS). The results showed that E-Service Quality has a positive and significant effect on customer satisfaction and Online Repurchase Intention. Customer satisfaction also has a positive and significant effect on Online Repurchase Intention. The results of the mediation test show that satisfaction plays a role as a mediation between E-Service Quality and Online Repurchase Intention.
Highlights
In the test results the indirect effect of the E-Service Quality variable with Online Repurchase Intention mediated by satisfaction is significant
As well as E-Service Quality, customer satisfaction will increase, and vice versa. This means that E-Service Quality is very important in increasing customer satisfaction
The relationship between E-Service Quality and customer satisfaction can be explained that the main factor determining customer satisfaction in an online business to consumer (B2C) environment is the customer's perception of the quality of goods or services according to their expectations (Rita et al, 2019)
Summary
The Covid-19 pandemic has an impact on customers is to optimize services with an online various sectors. The food and beverage industry buying system through the concept of take away or sector is the most affected compared to other delivery service. Yogyakarta, Surabaya, Medan, Batam and Bali pandemic needs to have a strategy to improve the showed that 13 cities experienced a significant quality of electronic services to increase customer decrease in daily income due to Covid-19 Online repurchase intention is defined as the desire to repurchase online. Compared to offline, increasing online repurchase intention is more difficult because of the challenges associated with online shopping (Chou & Hsu, 2016)
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