Customer Satisfaction of e-Commerce Mediating Repurchase Intention in Post-Pandemic Covid-19
M. Fardian Harbani- Deasy Wulandari- Sudaryanto Sudaryanto- Mutaqin Mutaqin

1Doctorate Student Faculty of Economics and Business University of Jember, Jl. Kalimantan 37, Jember, East Java, Indonesia 68121,
2,3 Senior Lecturer, Faculty of Economics and Business University of Jember, Jl. Kalimantan 37, Jember, East Java, Indonesia 68121
4 Student Faculty of Economics and Business University of Jember, Jl. Kalimantan 37, Jember, East Java, Indonesia 68121

Abstract

Abstract:
Consumer^s Perceived e-Quality (CP e-Q), Fair Price (FP) and Online Display Advertising (O-DisAdv) influencing Repurchase Intention (RepInt) are the aims of the study and Customer Satisfaction (CSat) as an intervening in e-marketplaces in East Java, Indonesia, in the post-pandemic Covid-19 era. Using purposive random sampling, 150 samples were drawn from 150 repondents in the province. The statistical analysis results that fair price, online display advertising and perceived e-service quality significantly influence repurchase intention, with or without customer satisfaction as a mediating variable. This implies that the consumers, instead of considering the fair price of shopping in the e-marketplaces, also expected the perceived e-service quality to intend to repurchase using a similar e-marketplace. Customer satisfaction played a crucial role in motivating repurchase intention.

Keywords: Electronic Word Of Mouth, Online Customer Review, Customer Trust, Purchase Decision

Topic: Business and Economic