| dc.contributor.author | Hongdiyanto, Charly | |
| dc.contributor.author | Padmalia, Metta | |
| dc.contributor.author | Gosal, Gladys Greselda | |
| dc.contributor.author | Wahanadie, Devi Vionita | |
| dc.date.accessioned | 2020-12-02T08:07:28Z | |
| dc.date.available | 2020-12-02T08:07:28Z | |
| dc.date.issued | 2020-09-01 | |
| dc.identifier.citation | UPH | en_US |
| dc.identifier.issn | 1907-0853 | |
| dc.identifier.uri | http://dspace.uc.ac.id/handle/123456789/3088 | |
| dc.description.abstract | The aim of this study is to determine whether E-Service Quality and E-Recovery influences repurchase
intention in online stores in Surabaya by using customer loyalty as a mediator. This research was conducted
from January 2020 to May 2020. The research method used was a survey method with a Likert scale. The
population in this study was Surabaya residents who had already made a purchase in online stores. The
researcher distributed 135 questionnaires to mostly 17-25 year old respondents, using purposive sampling
methods. There were 117 respondent questionnaires that were suitable to be processed. Data analysis
techniques using SmartPLS software version 3.2.9, PLS with structural equation analysis (SEM). The results
show that the variable mediated by customer loyalty has a large influence on repurchase intention. In this
study, it can be explained that there are significant influences between the effect of E-Service Quality and
E-Recovery mediated by customer loyalty towards repurchase intention. | en_US |
| dc.language.iso | other | en_US |
| dc.subject | e-service quality, e-recovery, customer loyalty, and repurchase intention | en_US |
| dc.title | THE INFLUENCE OF E-SERVICE QUALITY AND E-RECOVERY TOWARDS REPURCHASE INTENTION ON ONLINE SHOP IN SURABAYA: THE MEDIATING ROLE OF CUSTOMER LOYALTY | en_US |
| dc.type | Other | en_US |
