Authors:

Putri Puspita Dewi, Tri Sudarwanto

Abstract:

“This research aims to determine how much e-recovery service quality influences repurchase intention through e-customer satisfaction as an intervening variable for Shopee users at the State University of Surabaya. This study used a population of 150 active students and a sample of 108 respondents. Data collection using a questionnaire and data analysis using Partial Least Square (PLS) with the help of the SmartPLS application version 3.3.9. The results of the study prove that the direct relationship of e-recovery service quality is able to affect e-customer satisfaction with a value of 13,218 and the direct relationship of e-customer satisfaction is able to influence repurchase intention with a value of 8090, while the direct relationship of e-recovery service quality is not able to affect repurchase intention because it is only worth 0.285. However, in the indirect relationship, e-customer satisfaction has succeeded in being the perfect mediation for e-recovery service quality on repurchase intention with a value of 6,701. The results of this study can be used as a reference for students in learning activities and further research development.”

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PDF:

https://jurnal.harianregional.com/eeb/full-87282

Published

2022-08-15

How To Cite

DEWI, Putri Puspita; SUDARWANTO, Tri. PENGARUH E-RECOVERY SERVICE QUALITY TERHADAP REPURCHASE INTENTION DENGAN E-CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING.E-Jurnal Ekonomi dan Bisnis Universitas Udayana, [S.l.], p. 989-999, aug. 2022. ISSN 2337-3067. Available at: https://ojs.unud.ac.id/index.php/EEB/article/view/87282. Date accessed: 28 Aug. 2025. doi:https://doi.org/10.24843/EEB.2022.v11.i08.p12.

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ABNT, APA, BibTeX, CBE, EndNote - EndNote format (Macintosh & Windows), MLA, ProCite - RIS format (Macintosh & Windows), RefWorks, Reference Manager - RIS format (Windows only), Turabian

Issue

VOLUME.11.NO.08.TAHUN.2022

Section

Articles

Creative Commons License This work is licensed under a Creative Commons Attribution 4.0 International License