The Effects of Website Design Quality and Service Quality on Repurchase Intention Among Shopee Customers in Jakarta, with Customer Trust as a Mediating Variable

DOI

10.2991/aebmr.k.210507.006How to use a DOI?

Keywords

Website Design Quality, Service Quality, Customer Trust, Repurchase Intention

Abstract

This study aimed to analyze the effects of website design quality and service quality on customer trust, in which customer trust is a determinant of repurchase intention. Meanwhile, website design quality and service quality are also the predictors of repurchase intention through customer trust among the Shopee customers in Jakarta. The data collection technique was carried out using a questionnaire and distributed through online social media. This study used 170 respondents acquired through convenience-sampling technique. Data was analyzed using PLS-SEM. The result of this research is that website design quality and service quality positively affect customer trust, customer trust positively affects repurchase intention, website design quality and service quality positively affect repurchase intention through customer trust as a mediating variable.

Copyright

© 2021, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Melissa Priscillia
AU  - Herlina Budiono
AU  - Hendra Wiyanto
AU  - Hannes Widjaya
PY  - 2021
DA  - 2021/05/09
TI  - The Effects of Website Design Quality and Service Quality on Repurchase Intention Among Shopee Customers in Jakarta, with Customer Trust as a Mediating Variable
BT  - Proceedings of the Ninth International Conference on Entrepreneurship and Business Management (ICEBM 2020)
PB  - Atlantis Press
SP  - 38
EP  - 44
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.210507.006
DO  - 10.2991/aebmr.k.210507.006
ID  - Priscillia2021
ER  -