BUILDING REPURCHASE INTENTION THROUGH ONLINE AND MOBILE SERVICE QUALITY MEDIATED BY SATISFACTION : AN EMPIRICAL STUDY

Abstract

Purpose The purpose of this paper is to examine the impact of channel integration between website service quality and mobile service quality towards repurchase intention through customer satisfaction as its mediating role in the context of ecommerce Elevenia.co.id‘s customers in Greater Jakarta area. Design/methodology approach An online questionnaire consists of 33 items measurement was distributed to 300 Elevenia.co.id‘s customers through social media. There are 171 valid responds from respondents who made purchase in Elevenia.co.id, domicile in Greater Jakarta area, and in the group age between 18 -45 years old. The validity and reliability test was done using construct validity and factor analysis. Data is then further analyzed using Sturctural Equation Modelling to find out the relationships among variables in the model proposed. Findings Analysis revealed that channel integration does not have any influence to the repurchase intention through customer satisfaction, but customer satisfaction influences the repurchase intention. It appears that channel integration, however, has impact to both mobile and service quality. It also found that the website service quality influences repurchase intention through customer satisfaction, whereas the mobile service quality does not influence the repurchase intention through customer satisfaction.