THE EFFECT OF E-SERVICE QUALITY ON REPURCHASE INTENTION THROUGH E-TRUST AND E-SATISFACTION (STUDY OF B2B EMOS MARKETPLACE’S USER IN MALANG)

Firda Meisaroh; Sudarmiatin Sudarmiatin; Agus Hermawan

Authors

Firda Meisaroh Universitas Negeri Malang
Sudarmiatin Sudarmiatin Universitas Negeri Malang
Agus Hermawan Universitas Negeri Malang

Keywords:

E-Service Quality, E-Trust, E-Satisfaction, Repurchase Intention, B2B, EMOS Marketplace

Abstract

EMOS Marketplace as one of the business to business (B2B) e-commerce which is in great demand by customers,
especially pharmacies, clinics and private hospitals. Along with the development of technology in the industrial
era 5.0, where customers become decision makers and can determine for themselves which distributor to choose
to buy the pharmaceutical products needed at this time. This research is a quantitative research using a descriptive
research design and path analysis techniques. There are consisting of 200 pharmacists that become respondents
by using Slovin formula approach. The results of this study indicate that variables E-Service Quality, E-Trust, E-
Satisfaction and Repurchase Intention have a positive and significant. Based on the results of this study,
suggestions that researchers can convey to EMOS Marketplace to continues improvement include increasing
customer security standards, adding a product search feature based on manufacturers and WhatsApp notifications
to find out order status. Hopefully EMOS Marketplace always create continuous innovation (continues
improvement) in terms of service. So that customers will feel trusted and satisfied with EMOS Marketplace.

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THE EFFECT OF E-SERVICE QUALITY ON REPURCHASE INTENTION THROUGH E-TRUST AND E-SATISFACTION (STUDY OF B2B EMOS MARKETPLACE’S USER IN MALANG)

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