THE INFLUENCE OF PERCEIVED SERVICE AND E-SERVICE QUALITY TO REPURCHASE INTENTION THE MEDIATING ROLE OF CUSTOMER SATISFACTION CASE STUDY: GO-RIDE IN JAVA

• Main Author: Santoso, Agus
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/72285
• Institution: Institut Teknologi Bandung

Developments in the field of internet and mobile applications affect the business field. One of the phenomena with the reveals of online transportation companies that utilize mobile applications for orders of transportation services. Repurchase intention in the business world becomes very important to increase the company's revenue. One of them is by improving the service quality which impact on improving customer satisfaction and repurchase intention by customers. This study examined the relationship between the influence of the service quality and e-services quality toward repurchase with customer satisfaction as the intermediate variable. This research specially examines Go- Ride service from Go-Jek Indonesia in Java with the number of respondents of 415 respondents were obtained through a questionnaire. The study involved 4 variables, 13 indicators and 42 questions. In this study, researchers used a method of path analysis to determine the relationship between independent variables and the dependent variable and how much influence given. This study found that simultaneous or partially perceived service quality, perceived e-service quality, and customer satisfaction has a significant relationship to repurchase intention that determined with sig <0.005. The magnitude of the effect of service quality towards repurchase intention is 0.075, e-service quality 0.569, customer satisfaction towards repurchase intention is 0.74. Therefore, Ho is rejected and all the alternative hypothesis is accepted.