Pengaruh E-Service Quality, Customer Satisfaction Terhadap Minat Beli Ulang Pada E-Commerce Tokopedia Dengan Behavioural Intention Sebagai Variabel Intervening (Studi Pada Mahasiswa Prodi Manajemen Tahun Akademik 2020 FEB Universitas Muhammadiyah Metro)

Abstract

This study aims to find out whether E-Service Quality affects Repurchase Interest in
Tokopedia E-Commerce. To find out whether Customer Satisfaction affects Repurchase
Interest in Tokopedia E-Commerce. To find out whether Behavioural Intention affects
Repurchase Interest in Tokopedia E-Commerce. To find out whether E-Service Quality,
Customer Satisfaction with Repurchase Interest in Tokopedia E-Commerce with Behavioural
Intention has a positive effect as an intervening variable. The sample of this study was 160
students of Management Class of 2020 Universitas Muhammadiyah Metro. The data were
collected through questionnaire, then being analyzed by using validity test, reliability test,
normality test, linearity test, heteroscedasticity test, multicollinearity test, t test, r test of
determination, and Regression Analysis of Mediating Variables with the Causal Step Method
via the SPSS program, Analysis metode structural. The results showed that there was a
positive and significant influence of E-Service Quality, Customer Satisfaction on Repurchase
Interest, there was a positive and significant influence of Service Quality, Customer
Satisfaction on Behavioural Intention and there was a positive and significant influence of E-Service Quality, Customer Satisfaction on Repurchase Interest in the Tokopedia Application
with Behavioural Intention as an Intervening Variable