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

Abstrak

According to survey data from the Indonesian Internet Service Providers Association (APJII), the number of internet users in Indonesia in 2023 will reach 215,626,156 out of a total population of 275,773,901. Looking at age demographics, the majority of current internet users are Indonesians aged 19-34, accounting for 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. This research aims to explore the impact of electronic service quality and customer satisfaction on the intention to repurchase among Bukalapak E-Commerce users. Data was collected through a survey method using an online questionnaire. Purposive sampling was employed to select the sample. The population targeted consists of students from the Faculty of Economics at Jakarta State University, Class of 2020, who are active Bukalapak users. The study sample included 234 respondents who had made purchases on Bukalapak within the past six months. Data analysis was conducted using Structural Equation Modeling (SEM) with SPSS version 22 software.