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Pengaruh E-Service Quality Dan E-Trust Terhadap Repurchase Intention (Studi Pada Pengguna Lazada Mahasiswa FISIP Undip)

*nadya aghnia kurniasari  -  Departement bussines administration universitas diponegoro, Indonesia
Widayanto Widayanto  -  Departement bussines administration universitas diponegoro, Indonesia

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Abstract

Abstract: The business sector and the use of information technology are indispensable because it is to support the needs of society in the modern era which emphasizes speed, practicality, convenience, security and comfort in business activities. The purpose of the research is "to determine the effect of e-Service Quality and e-Trust on repurchase intention of Lazada Users of Undip Social and Political Sciences Students. This type of research is explanatory research and sampling using purposive sampling technique, with data collection techniques using a questionnaire distributed to 100 respondents who use Lazada students of Fisip Undip. "The results showed that" e-Service Quality has a positive and significant effect on repurchase intention, e. -Trust has a positive and significant effect on repurchase intention, e-Service Quality and e-Trust have a positive and significant effect on repurchase intention. The suggestion in this study is that Lazada can improve features on the application system to make it easier for consumers to get information. In addition, upgrading the server to more capables (capable of capacity) to handle requests with larger resources to avoid overloading capacity and improving the quality of the security system on Lazada minimizes consumer concerns in the event of server disruption.

Keywords :  e-Service Quality; e-trust; Repurchase Intention

 

Abstrak: Sektor bisnis dan pemanfaatan teknologi informasi sangat diperlukan karena untuk menunjang kebutuhan masyarakat di era modern yang mementingkan kecepatan, kepraktisan, kemudahan, keamanan dan kenyamanan dalam kegiatan bisnis. Maksud dari penelitian yaitu “untuk mengetahui pengaruh e-Service Quality dan e-Trust terhadap repurchase intention pada Pengguna Lazada Mahasiswa Fisip Undip. Tipe penelitian ini adalah explanatory research dan pengambilan sampel menggunakan Teknik purposive sampling, dengan Teknik pengumpulan data menggunakan kuesioner yang dibagikan kepada 100 responden pengguna Lazada Mahasiswa Fisip Undip.”Hasil penelitian menunjukkan bahwa “e-Service Quality berpengaruh positif dan signifikan terhadap repurchase intention, e-Trust berpengaruh positif dan signifikan terhadap repurchase intention, e-Service Quality dan e-Trust berpengaruh positif dan signifikan terhadap repurchase intention”, Saran dalam penelitian ini adalah supaya Lazada dapat meningkatkan fitur pada sistem aplikasi untuk memudahkan konsumen mendapatkan informasi. Selain itu melakukan upgrade server ke yang lebih capables (mampu kapasitas) untuk menangani request dengan resource yang lebih besar untuk menghindari overload kapasitas dan meningkatkan kualitas sistem keamanan pada Lazada meminimalisir kekhawatiran konsumen jika terjadi gangguan server.

 

Kata kunci: e-Service Quality; e-trust; Repurchase Intention

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the influence of E-Service Quality and E-Trust on Repurchase Intention study on Lazada user at Diponegoro University
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Keywords: e-Service Quality; e-trust; Repurchase Intention

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