Fakultas Ekonomika dan Bisnis, Universitas Diponegoro

Abstract

This study aims to analyse the influence of customer experience and e-servicescape
on repurchase intention, with emotional attachment as an intervening variable, among
Shopee consumers in Semarang City.
The sample for this study comprised 108 consumers in Semarang City who were at
least 17 years old and had shopped on Shopee at least twice. Data collection was conducted
via a questionnaire, which was then analysed using Structural Equation Modelling (SEM)
in AMOS.
The results of this study indicate that customer experience has a positive and
significant effect on emotional attachment, e-servicescape has a positive and significant
effect on emotional attachment, customer experience has a positive and significant effect on
repurchase intention, e-servicescape has a positive and significant effect on repurchase
intention, and emotional attachment has a positive and significant effect on repurchase
intention.