THE INFLUENCE OF E-SERVICE QUALITY AND E-RECOVERY TOWARDS REPURCHASE INTENTION IN ONLINE STORES IN SURABAYA: THE MEDIATING ROLE OF CUSTOMER LOYALTY

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 (Partial Least Square) 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.