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September 10, 2025Neo Journal of economy and social humanitiesOpen Access

Influence of E-Service Quality on Repurchase Intention Through Customer Satisfaction Among Tokopedia Users in Depok City

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Authors

DNDea NatriliaDRDwi RachmawatiYYYupiter Yancik

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Overview

Causal analysis reveals that e-service quality enhances customer satisfaction, impacting repurchase intention significantly.

Key Points

  • E-service quality significantly enhances customer satisfaction and repurchase intention among users.
  • A Variance Accounted For (VAF) value of 77.4% demonstrates customer satisfaction's mediating role in the relationship.
  • The study utilized a quantitative, causal associative research design to analyze survey responses from 100 users.
  • Improving electronic service quality is crucial for boosting customer satisfaction and encouraging repeat purchases.

Cite This Study

Natrilia et al. (2025) studied this question.

synapsesocial.com/papers/68c23caeb210217d6478a268https://doi.org/10.56403/nejesh.v4i3.337
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Also Consider

Synapse has enriched 5 closely related papers on similar clinical questions. Consider them for comparative context:

  1. 1The Influence of Gamification, User Experience and E-Service Quality on Repurchase Intention with Customer Satisfaction as an Intervening Variable on Tokopedia Consumers in Medan City2025
  2. 2The Role of Consumer Attitude in The Relationship Between E-Service Quality and Product on Consumer Satisfaction2025
  3. 3Driving e-loyalty in e-retailing: the role of e-service quality, e-satisfaction, and e-trust in Tokopedia2025
  4. 4THE EFFECT OF PRICE, PROMOTION, AND E-SERVICE QUALITY ON PURCHASE DECISIONS ON TOKOPEDIA E-COMMERCE IN BOGOR CITY2025
  5. 5Factors Influencing Purchase Intention Through Tokopedia2025