ANALISA E-SERVICE QUALITY TERHADAP REPURCHASE INTENTION MELALUI CUSTOMER E-SATISFACTION SEBAGAI VARIABEL INTERVENING PADA PEMBELIAN ONLINE DI ZALORA INDONESIA
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https://doi.org/10.9744/jmp.7.2.75-83
Keywords:
Electronic Service Quality, Repurchase Intention, Customer Electronic SatisfactionAbstract
The development of e-commerce is increasing in Indonesia which has caused people to switch to making transactions through e-commerce. This research aims to analyze the effect of e-service quality on repurchase intention through customer e-satisfaction as an intervening variable on online purchases at Zalora Indonesia. This research uses quantitative methods. The sampling technique used was purposive sampling. The respondents of this research are consumers who have made transactions more than once. The data is processed using the structural model equation approach with the Partial Least Square technique. The results of this research indicate that e-service quality affects customer e-satisfaction. Customer e-satisfaction affects repurchase intention and e-service quality. E-service quality influences repurchase intention through customer e-satisfaction.
Abstrak
Pimpinan perusahaan memiliki tanggung jawab meningkatkan kinerja karyawan dengan meningkatkan keterlibatan karyawan pada pekerjaan. Gaya kepemimpinan yang tepat dinilai akan mampu meningkatkan kinerja karyawan karena menyebabkan karyawan merasa termotivasi. Tujuan penelitian ini adalah menjelaskan pengaruh servant leadership terhadap kinerja karyawan melalui employee engagement pada Restoran Shaburi & Kintan Buffet di Surabaya. Jenis penelitian adalah penelitian kuantitatif, variabel penelitian meliputi: servant leadership, employee engagement, dan kinerja karyawan. Jumlah sampel sebanyak 60 karyawan. Teknik pengumpulan data menggunakan kuesioner. Teknik analisis data menggunakan structural equation model dengan program PLS. Temuan penelitian ini menunjukkan: servant leadership berpengaruh secara langsung terhadap employee engagement, tetapi tidak berpengaruh secara langsung terhadap kinerja karyawan. Employee engagement berpengaruh secara langsung terhadap kinerja karyawan. Employee engagement adalah variabel yang memediasi pengaruh servant leadership terhadap kinerja karyawan.
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