The Influence of Electronic Service Quality and Customer Satisfaction on Repurchase Interest (Study on Bukalapak E-commerce users in FE UNJ Students)

Abstract

Based on survey data from the Indonesian Internet Service Providers Association (APJII), the number of internet usage growth in 2023 in Indonesia will be 215,626,156 people out of Indonesia's population of 275,773,901 people. Then if we look at age levels, currently internet users are mostly used by Indonesian people aged 19-34 years as much as 97.17%. On the other hand, Indonesia, as one of the largest countries in the world, has great potential as a producer and uses enormous technology. Almost all companies, both private and state, involve technology in their business. The significant increase in e-commerce and online transportation services is concrete evidence that cannot be denied of the successful use of technology in Indonesia. Especially in purchasing products online via the internet or what is usually called online shopping. The aim of this research is to examine the influence of electronic service quality and customer satisfaction on repurchase intention among Bukalapak E-Commerce users. The data collection method in this research uses a survey method with an instrument in the form of an online questionnaire. The sample selection technique used was purposive sampling. The population reached is students from the Faculty of Economics, Jakarta State University Class of 2020 who are active Bukalapak users. The sample used in this research was 234 respondents with the criteria being respondents who had purchased in the last six months through Bukalapak. The data analysis technique in this research uses Structural Equation Modeling (SEM) with SPSS version 26 software.