Title:
THE EFFECT OF E-SERVICE QUALITY AND ELECTRONIC WORD OF MOUTH ON SHOPEE USERS REPURCHASE INTENTION WITH CUSTOMER SATISFACTION AS A MODERATING VARIABLE

Authors:
Ari Soeti Yani and Isma Maisarah

Abstract:
Study this aim for test and analyze influence of e-service quality and electronic word on women (E - WoM) on repurchase intention with satisfaction customers as moderating variable. Population in study this use a sample of 334 respondents who are user application Shopee ages 18-28 years. The data collection technique used simple random sampling with a method spread questionnaire study in google forms through social media. Data processing methods in a study this using the SmartPLS software used for test hypothesis. Research results show that e-service quality matters positively and significantly to repurchase intention. E -WoM take effect positively and significant to repurchase intention. Satisfaction customer take effect positive and significant to repurchase intention. Satisfaction customer weaken however influential and able moderate between e-service quality and repurchase intention. Satisfaction customer capable strengthen and can moderate between e -WoM to repurchase intention. Study this recommend to party shopee if want to increase interest buy repeat consumer, then it is recommended that increase quality service and ensure that all transaction processes already walk with good and smooth so that consumers could give a good and positive review moment buy products on shopee.

Keywords:
E-Service Quality, E-Word of Mouth Repurchase Intention, Satisfaction Customer