Repurchase Intention Pada E-Commerce Peran E-Service Quality, Supply Chain Agility, E-Customer Satisfaction
DOI:
https://doi.org/10.32534/jv.v21i3.8762Keywords:
E-Service Quality, E-Commerce Supply Chain Agility, E-Customer Satisfaction, Repurchase Intention, Online Marketplace, Relationship Marketing TheoryAbstract
The rapid expansion of the e-commerce industry has intensified competition, requiring companies to provide not only high-quality digital services but also agile supply chain capabilities to strengthen consumers repurchase intentions. This study examines the effects of e-service quality and e-commerce supply chain agility on repurchase intention, with e-customer satisfaction serving as a mediating variable among e-commerce users in Indonesia, including Shoppe, Tokopedia, TikTok Shop, Lazada, Blibli and another online marketplaces. A quantitative causal research design was employed. Primary data were collected from 216 active e-commerce users using a judgmental sampling technique and analyzed through structural equation modeling (SEM) with AMOSS. The results indicate that both e-service quality and e-commerce supply chain agility positively and significantly influence e-customer satisfaction and repurchase intention. Moreover, e-customer satisfaction partially mediates these relationships. The findings also reveal that e-commerce supply chain agility has a stronger impact on customer satisfaction than e-service quality. This study highlights the importance of integrating digital service quality with adaptive supply chain capabilities to enhance customer satisfaction, strengthen repurchase intention, and extend the application of relationship marketing theory and dynamic capabilities theory in the e-commerce context.
References
Adi Hidayat. (2024). E-Commerce Dengan Pengunjung Terbanyak Sepanjang 2023. Https://Databoks.Katadata.Co.Id/Datapublish/2024/01/10/5-e-Commerce-Dengan-Pengunjung-Terbanyak-Sepanjang-2023.
Al-Debei, M. M., Al-Lozi, E., & Papazafeiropoulou, A. (2013). Why People Keep Coming Back To Facebook: Explaining And Predicting Continuance Participation From An Extended Theory Of Planned Behaviour Perspective. Decision Support Systems, 55(1), 43–54. https://doi.org/10.1016/j.dss.2012.12.032
Ali Abumalloh, R., Ibrahim, O., & Nilashi, M. (2020). Loyalty Of Young Female Arabic Customers Towards Recommendation Agents: A New Model For B2C E-Commerce. Technology in Society, 61. https://doi.org/10.1016/j.techsoc.2020.101253
Alzoubi, H., Alshurideh, M., Kurdi, B. Al, Akour, I., & Aziz, R. (2022). Does BLE Technology Contribute Towards Improving Marketing Strategies, Customers’ Satisfaction And Loyalty? The Role Of Open Innovation. International Journal of Data and Network Science, 6(2), 449–460. https://doi.org/10.5267/j.ijdns.2021.12.009
APJII. (2026). Asosiasi Penyelenggara Jasa Internet Indonesia Survei. Https://Apjii.or.Id/Survei
Arief Budiman, Edy Yulianto, & Muhammad Saifi. (2020). Pengaruh E-Service Quality Terhadap E-Satisfaction Dan E- Loyalty Nasabah Pengguna Mandiri Online.
Asa, O. Th., Hermawati, A., & Wulandari, W. (2025). Pengaruh Relationship Marketing Dan Gaya Hidup Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Mediasi. RIGGS: Journal of Artificial Intelligence and Digital Business, 4(2), 6953–6958. https://doi.org/10.31004/riggs.v4i2.1802
Badan Perlindungan Konsumen Nasional. (2022). Siaran Pers Hasil Survey, Indeks Kualitas Layanan Penggunaan E-commerce Paling Rendah Diantara Parameter Lainnya .
Badan Pusat Statistik. (2026). Menurut Badan Pusat Statistik (BPS) Tahun 2026. Https://Www.Bps.Go.Id/Id.
Berry, L. L. (1995). Relationship Marketing Of Services-Growing Interest, Emerging Perspectives.
Chang, C. W., Huang, H. C., Wang, S. J., & Lee, H. (2021). Relational Bonds, Customer Engagement, And Service Quality. Service Industries Journal, 41(5–6), 330–354. https://doi.org/10.1080/02642069.2019.1611784
Chekembayeva, G., Garaus, M., & Schmidt, O. (2023). The Role Of Time Convenience And (Anticipated) Emotions In AR Mobile Retailing Application Adoption. Journal of Retailing and Consumer Services, 72. https://doi.org/10.1016/j.jretconser.2023.103260
Chen, L., Sokolovskiy, K., Zhang, M., & Kolosova, O. (2024). The Impact Of E-Service Quality And E-Satisfaction On Users’ Loyalty To TikTok In Russia And China. Journal of Marketing Communications, 30(6), 702–716. https://doi.org/10.1080/13527266.2023.2166570
Dandis, A. O., Eid, M. A. H., & Shehadeh, R. (2025). From E-Service Quality To Repurchase Intention: The Mediating Roles Of E-Customer Satisfaction And E-WOM. TQM Journal, 1–26. https://doi.org/10.1108/TQM-08-2025-0465
Do, Q. H., Kim, T. Y., & Wang, X. (2023). Effects Of Logistics Service Quality And Price Fairness On Customer Repurchase Intention: The Moderating Role Of Cross-Border E-Commerce Experiences. Journal of Retailing and Consumer Services, 70. https://doi.org/10.1016/j.jretconser.2022.103165
Du, J. (2025). Research On The Evaluation Of Supply Chain Toughness And Improvement Path Of Cross-Border E-Commerce Business: Based On The Integration Perspective Of Multi-Source Supply, Digital Technology And Policy Synergy. Journal of Applied Economics and Policy Studies, 18(5), 12–18. https://doi.org/10.54254/2977-5701/2025.23873
Dwiana Aulia, N., Purbawati, D., Administrasi Bisnis, D., & Diponegoro, U. (2023). Pengaruh Harga Dan E-Service Quality Terhadap Kepuasan Pelanggan Pada Pengguna Aplikasi Reddoorz Di Kota Semarang. In Jurnal Ilmu Administrasi Bisnis (Vol. 12, Number 1). https://ejournal3.undip.ac.id/index.php/jiab
Elshawesh, Y., & Wada, I. (2026). Service Quality And Customer Satisfaction: The Mediating Role Of Customer Delight. International Review of Management and Marketing , 16(2), 273–287. https://doi.org/10.32479/irmm.21607
Fadhil Fausta, M., Anderson, P., & Risqiani, R. (2023). Pengaruh Customer Experience, Customer Satisfaction, Terhadap Repurchase Intention Pada Restoran Cepat Saji. 20, 1. https://journal.uniku.ac.id/index.php/Equilibrium
Fauziah, Y., Dwikotjo, F., Sumantyo, S., & Ali, H. (2023). Pengaruh Online Consumer Review, Kualitas Produk Dan Persepsi Harga Terhadap Keputusan Pembelian. JKIS, 1(1). https://doi.org/10.38035/jkis.v1i1
Fitria, L., Winata, A., Permana, D., Meruya, J., & No, S. (2020). The Effect Of Electronic Coupon Value To Perceived Usefulness And Perceived Ease-Of-Use And Its Implication To Behavioral Intention To Use Server-Based Electronic Money. In International Journal of Innovative Science and Research Technology (Vol. 5, Number 1). www.ijisrt.com147
Gligor, D., & Bozkurt, S. (2020). Fsqca Versus Regression: The Context Of Customer Engagement. Journal of Retailing and Consumer Services, 52. https://doi.org/10.1016/j.jretconser.2019.101929
GoodStats. (2025). Jumlah Kunjungan E-Commerce di Indonesia.
Hair, J. F., Page, M., & Brunsveld, N. (2019). Essentials Of Business Research Methods; Fourth Edition.
Ighomereho, O. S., Afolabi, T. S., & Oluwakoya, A. O. (2023). Impact Of E Service Quality On Customer Satisfaction: A Study Of Internet Banking For General And Maritime Services In Nigeria. Journal of Financial Services Marketing, 28(3), 488–501. https://doi.org/10.1057/s41264-022-00164-x
Javed, M. K., & Wu, M. (2020). Effects Of Online Retailer After Delivery Services On Repurchase Intention: An Empirical Analysis Of Customers’ Past Experience And Future Confidence With The Retailer. Journal of Retailing and Consumer Services, 54. https://doi.org/10.1016/j.jretconser.2019.101942
Kementerian Perdagangan Republik Indonesia. (2025). Kinerja Perdagangan Melalui Sistem Elektronik (PMSE). Https://Bkperdag.Kemendag.Go.Id/Unduhan-File/A11ba920-123c-4a4f-856b-Cdbb1f0f64c4.
Khafid, M., Anita, N., Pratista, A. R. H., & Prihatni, R. (2025). The Moderating Role Of Institutional Ownership On The Determinants Of Earnings Quality: Evidence From Emerging Market Firms In Indonesia. Veredas Do Direito, 22(3), e223494. https://doi.org/10.18623/rvd.v22.n3.3494
Kim, J., & Yum, K. (2024). Enhancing continuous usage intention in e-commerce marketplace platforms: The effects of service quality, customer satisfaction, and trust. Applied Sciences, 14(17), 7617. https://doi.org/10.3390/app14177617
Lim, X. J., Cheah, J. H., Waller, D. S., Ting, H., & Ng, S. I. (2020). What S-Commerce Implies? Repurchase Intention And Its Antecedents. Marketing Intelligence and Planning, 38(6), 760–776. https://doi.org/10.1108/MIP-03-2019-0145
Mabunda, C., Amadi-Echendu, A. P., & Ntoyanto-Tyatyantsi, N. (2026). Investigating The Factors Contributing To Stock-Outs In Online Shopping Using Lean Retail In South Africa. Journal of Transport and Supply Chain Management, 20. https://doi.org/10.4102/jtscm.v20i0.1299
Mahadin, B., Akroush, M. N., & Bata, H. (2020). The Effects Of Tourism Websites’ Attributes On E-Satisfaction And E-Loyalty: A Case Of American Travellers’ To Jordan. In Int. J. Web Based Communities 16(1) 4–33. https://doi.org/10.1504/IJWBC.2020.105124
Miao, M., Jalees, T., Zaman, S. I., Khan, S., Hanif, N. ul A., & Javed, M. K. (2022). The Influence Of E-Customer Satisfaction, E-Trust And Perceived Value On Consumer’s Repurchase Intention In B2C E-Commerce Segment. Asia Pacific Journal of Marketing and Logistics, 34(10), 2184–2206. https://doi.org/10.1108/APJML-03-2021-0221
Moura, V., Ferreira, R., Parente, J., Ponchio, M. C., Fundação, F. Z., & Vargas, G. (2020). Building Loyalty In E-Commerce: Does Consumer Income Matter? In Int. J. Business and Systems Research 14 (1).
Nigatu, A. G., Belete, A. A., & Habtie, G. M. (2023). Effects Of Automated Teller Machine Service QualityOn Customer Satisfaction: Evidence From Commercial Bank Of Ethiopia. Heliyon, 9(8). https://doi.org/10.1016/j.heliyon.2023.e19132
Nurvinka, A. Z., & Kurniawati, K. (2025). Pengaruh Customer Expectation, Trust, Service Quality, Dan Perceived Value Terhadap Customer Satisfaction Serta Dampaknya Terhadap Repurchase Intention Pada Pengguna Layanan O2o Makanan Di Indonesia. Jurnal Pendidikan Ekonomi (JURKAMI), 10(3), 1031–1042. https://doi.org/10.31932/jpe.v10i3.5167
O. D. Safi, Dr. F., & S. Alagha, Dr. M. (2020). The Relationship Between Service Quality And Customer Satisfaction. International Journal of Scientific and Research Publications (IJSRP), 10(8), 767–787. https://doi.org/10.29322/ijsrp.10.08.2020.p10497
Rabah, H. A., Dandis, A. O., Eid, M. A. H., Tiu Wright, L., Mansour, A., & Mukattash, I. L. (2024). Factors Influencing Electronic Word Of Mouth Behavior In Higher Education Institutions. Journal of Marketing Communications, 30(8), 988–1012. https://doi.org/10.1080/13527266.2023.2201605
Reddy, V. M., & Nalla, L. N. (2024). Optimizing E-Commerce Supply Chains Through Predictive Big Data Analytics: A Path To Agility And Efficiency”, International Journal Of Machine Learning Research In Cybersecurity And Artificial Intelligence.
Reynaldo, R., Suprapto, W., & Jani, Y. (2020). Service Convenience And Service Quality To Customer Satisfaction Among The Shipping Expeditions. SHS Web of Conferences, 76, 01043. https://doi.org/10.1051/shsconf/20207601043
Risdwiyanto, A., Arief, Z., Artino, A., Nuraini, L., & Afridhianika, A. N. (2026). Strategi Pemasaran Berbasis Relationship Marketing Untuk Meningkatkan Retensi Pelanggan. JURNAL LENTERA BISNIS, 15(1), 937–950. https://doi.org/10.34127/jrlab.v15i1.2042
Rodríguez, P. G., Villarreal, R., Valiño, P. C., & Blozis, S. (2020). A PLS-SEM Approach To Understanding E-SQ, E-Satisfaction And E-Loyalty For Fashion E-Retailers In Spain. Journal of Retailing and Consumer Services, 57. https://doi.org/10.1016/j.jretconser.2020.102201
Ruby Evangelin, M., & Vasantha, S. (2022). Mediating Effect Of Impulsive Buying Tendency Between Shopping Enjoyment And Online Impulsive Buying Behavior. Lecture Notes in Networks and Systems, 356, 467–473. https://doi.org/10.1007/978-981-16-7952-0_44
Sarjono, H., Mahira, T., & Soeratin, B. S. (2025). E-Supply Chain Management And Customer Satisfaction In Indonesian E-Commerce. Golden Ratio of Mapping Idea and Literature Format, 6(1), 173–188. https://doi.org/10.52970/grmilf.v6i1.1381
Savira Hadi, D., Sumarwan, U., & Nurhayati, P. (2025). The Influence Of Tiktok Marketing Content And Facetology Brand Image On Purchase Decisions Mediated By Purchase Intention. Indonesian Journal of Multidisciplinary Science, 4(11), 1013–1025. https://doi.org/10.55324/ijoms.v4i11.1172
Sheilla Fauzia Rahmi, & Kurniawati. (2022). Faktor Yang Memengaruhi Purchase Intention Konsumen Indonesia Saat Belanja Online. In SCIENTIFIC JOURNAL OF REFLECTION: Economic, Accounting, Management and Business 5(4), 1062–1073. https://doi.org/10.37481/sjr.v5i4.582
Şişman, G., & Demirci Orel, F. (2025a). The Impact Of E-Commerce Supply Chain Agility And Logistics Service Quality On Repurchase Intention In A Business To Consumer Context: Evidence From An Emerging Market. International Journal of Logistics Management, 36(4), 1301–1325. https://doi.org/10.1108/IJLM-07-2024-0413
Song, Y., Gui, L., Wang, H., & Yang, Y. (2023). Determinants of Continuous Usage Intention in Community Group Buying Platform in China: Based on the Information System Success Model and the Expanded Technology Acceptance Model. Behavioral Sciences, 13(11). https://doi.org/10.3390/bs13110941
Teece, D. J., Pisano, G., & Shuen, A. (1997). Dynamic Capabilities And Strategic Management. Strategic Management Journal, 18(7), 509–533. https://doi.org/10.1002/(SICI)1097-0266(199708)18:7<509::AID-SMJ882>3.0.CO;2-Z
Uzir, M. U. H., Jerin, I., Al Halbusi, H., Hamid, A. B. A., & Latiff, A. S. A. (2020). Does Quality Stimulate Customer Satisfaction Where Perceived Value Mediates And The Usage Of Social Media Moderates? Heliyon, 6(12). https://doi.org/10.1016/j.heliyon.2020.e05710
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Ghina Ariantiarani Putri, Kurniawati Kurniawati, Sri Vandayuli Riorini
This work is licensed under a Creative Commons Attribution 4.0 International License.
