Jakman

Article Details

Vol. 7 No. 3 (2026): Juni

Articles

E-Service Quality and Repurchase Intention: Mediating Satisfaction and Trust

A Adnan Adnan S Syamsul Bahri H Hamdiah Hamdiah A Aiyub Aiyub M Muhammad Roni
10 June 2026 Vol. 7 No. 3 (2026): Juni https://doi.org/10.35912/jakman.v7i3.6327
Abstract

Purpose: This study investigates the influence of e-service quality on repurchase intention, considering the mediating roles of e-satisfaction and e-trust among consumers of Zalora.co.id in Banda Aceh.

Research Methodology: A quantitative survey approach was applied, with data collected through questionnaires using purposive sampling and measured on a Likert scale. The relationships among variables were analyzed using path analysis to capture both direct and indirect effects

Results: The results revealed that e-service quality does not directly affect repurchase intention. However, it significantly enhances e-satisfaction and e-trust, which, in turn, have a direct and significant impact on repurchase intention. These findings confirm that e-satisfaction and e-trust are key mediators linking e-service quality to repurchase intention.

Conclusions: This study emphasizes that improving customer satisfaction and trust is essential for strengthening repurchase intentions, rather than relying solely on service quality. Limitations: This study is limited to Zalora.co.id consumers in Banda Aceh, which may constrain the broader applicability of the findings.

Contributions: Theoretically, this study enriches the e-commerce consumer behavior literature by demonstrating the mediating mechanisms through which service quality influences behavioral intention. Practically, this study offers guidance for e-commerce platforms to focus on strategies that build trust and enhance customer satisfaction.

Keywords: E-Satisfaction E-Service Quality E-Trust Repurchase Intention E-Satisfaction E-Service Quality E-Trust Repurchase Intention
How to Cite
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Adnan, A., Bahri, S. ., Hamdiah, H., Aiyub, A., & Roni , M. (2026). E-Service Quality and Repurchase Intention: Mediating Satisfaction and Trust. Jurnal Akuntansi, Keuangan, Dan Manajemen, 7(3), 245–255. https://doi.org/10.35912/jakman.v7i3.6327
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