THE INFLUENCE OF SHOPPING EXPERIENCE, DELIVERY LENGTH OF TIME, EWOM AND CUSTOMER SATISFACTION ON REPURCHASE INTENTION ON SHOPEE

Abstract

This study aims to determine factors are able to influence customer repurchase intention at the Shopee marketplace. In this study, the authors use Shopping Experience, Delivery Length of Time, Electronic Word of Mouth and Customer Satisfaction to see their influence on Repurchase Intention on Shopee and also to find out the role of customer satisfaction in mediating the influence of shopping experience towards repurchase intention. This study uses quantitative methods with purposive sampling method. Data collection in this study uses primary data by distributing questionnaires and the total valid respondents in this research is 179 respondents and also using SmartPLS v.3.3.3 as a tool for processing result data. Based on the analysis that has been done, the results showed indicate that shopping experience significantly influences EWOM, customer satisfaction and repurchase intention. Followed by customer satisfaction significantly influences repurchase intention. As the same for shopping experience significantly influence repurchase intention through customer satisfaction. Unfortunately delivery length of time & EWOM not influenced repurchase intention.