THE IMPACT OF E-SERVICE AND E-RECOVERY TOWARD REPURCHASE INTENTION MEDIATED BY CUSTOMER LOYALTY A STUDY OF ITEMKU E-COMMERCE

Setyarso, Ryan (2022) THE IMPACT OF E-SERVICE AND E-RECOVERY TOWARD REPURCHASE INTENTION MEDIATED BY CUSTOMER LOYALTY A STUDY OF ITEMKU E-COMMERCE. S1 thesis, Universitas Atma Jaya Yogyakarta.

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Abstract

The purpose of this study is to determine whether there is an effect of e-service quality and e-recovery on repurchase intention in Itemku e-commerce using customer loyalty as a mediating variable. This research was conducted from June 12, 2022, to June 19, 2022. The survey method was conducted using a Likert scale. The population is Itemku application users who have made a purchase at least once in the last five months. The researcher distributed 137 questionnaires to the majority respondents using purposive sampling method. Data analysis techniques using software SmartPLS version 3.2.9 PLS (Partial Least Square) with structural equation analysis (SEM). The results of the study show that the variables of e-service quality and e-recovery which are mediated by customer loyalty have an effect on repurchase intention.

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