PENGARUH E-WOM DAN E-SATISFACTION TERHADAP E-REPURCHASE INTENTION MELALUI E-TRUST SEBAGAI VARIABEL INTERVENING (STUDI PADA PENGGUNA MARKETPLACE BLIBLI SEMARANG)

Abstract

E-commerce has experienced rapid growth around the world, including in Indonesia. This is supported by the high public interest in shopping online which has made many e-commerce companies pop up. To maintain the company and win the competition, companies must be able to encourage their customers to keep shopping at the same e-commerce company. This study aims to determine the effect of E- WOM and e-satisfaction through e-trust on e-repurchase intention of Blibli marketplace customers in Semarang City. This research is included in explanatory research, and uses non-probability sampling and purposive sampling as sampling techniques. The sample used is 100 people who have shopped at least 2 times at the Blibli marketplace. This research uses validity test, reliability test, correlation coefficient, coefficient of determination, simple linear regression, t test, and path analysis with the SPSS 27 application tool. The results show that there is a positive and significant effect of each variable, namely E-WOM and e- satisfaction towards e-repurchase intention and e-trust. The results of the research test show that there is a positive and significant influence on each variable relationship. The path analysis test results also show that e-trust acts as a partial mediating variable, namely E-WOM and e-satisfaction indirectly have a positive and significant effect on e-repurchase intention through e-trust. 

Keywords: E-Satisfaction; E-Trust; E-WOM; E-Repurchase Intention

E-commerce telah mengalami pertumbuhan yang cepat diseluruh dunia, termasuk di Indonesia. Hal tersebut didukung dengan tingginya minat masyarakat dalam berbelanja online yang membuat banyaknya perusahaan - perusahaan e-commerce bermunculan. Untuk mempertahankan perusahaan dan memenangkan persaingan, perusahaan harus bisa mendorong pelanggannya untuk tetap berbelanja di perusahaan e-commerce yang sama. Penelitian ini bertujuan untuk mengetahui pengaruh antara E-WOM dan e-satisfaction melalui e-trust terhadap e-repurchase intention pelanggan marketplace Blibli di Kota Semarang. Penelitian ini termasuk dalam penelitian ekplanatori, dan menggunakan non-probability sampling serta purposive sampling sebagai teknik pengambilan sampel. Sampel yang digunakan ialah 100 orang yang sudah berbelanja minimal 2 kali di marketplace Blibli. Penelitian ini menggunakan uji validitas, uji reliabilitas, koefisien korelasi, koefisien determinasi, regresi linear sederhana, uji t, dan analisi jalur dengan alat bantu aplikasi SPSS 27. Hasil penelitian menunjukkan adanya pengaruh positif dan signifikan dari masing-masing variabel, yaitu E-WOM dan e-satisfaction terhadap e-repurchase intention serta e-trust. Hasil uji penelitian menghasilkan bahwa terdapat pengaruh positif dan signifikan pada setiap hubungan variabel. Hasil uji analisis jalur juga menunjukkan bahwa e-trust berperan sebagai variabel mediasi parsial, yaitu E-WOM dan e-satisfaction secara tidak langsung memiliki pengaruh positif dan signifikan terhadap e- repurchase intention melalui e-trust.

Kata Kunci: E-Satisfaction; E-Trust; E-WOM; E-Repurchase Intention