Trust Sebagai Pemediasi Pengaruh Service Quality dan Brand Image Terhadap Repurchase Intention Pada Pengguna E-Marketplace di Provinsi Bali
Abstract
The aim of this research is to analyze the influence of service quality and brand image on repurchase intention with trust as a mediating variable among e-marketplace users in Bali Province. The method used in the research is quantitative with a questionnaire carried out systematically in accordance with the research objectives. The population in this research is the people of Bali Province who have used e-marketplaces for online shopping with a total of 130 respondents. This research uses 5 Likert scales to measure variables when testing the validity and reliability of variables. This research was analyzed using PLS-based SEM. The research results show that (1) Service quality has a positive and significant effect on repurchase intention (2) Brand image has a positive and significant effect on repurchase intention (3) Trust has a positive and significant effect on repurchase intention (4) Service quality has a positive and significant effect on trust (5) Brand image has a positive and significant effect on trust (6) Service quality has a significant effect on repurchase intention through trust (7) Brand image has a significant effect on repurchase intention through trust. It is recommended that future researchers add alternative constructs that influence repurchase intention such as customer satisfaction, e-WOM, price, promotions, etc. as well as increasing references related to research.
References
Adekunle, S. A., & Ejechi, J. O. (2018). Modelling repurchase intention among smartphones users in Nigeria. Journal of Modelling in Management, 13(4), 794–814. https://doi.org/10.1108/JM2-12-2017-0138.
Adji, J., & Hatane, D. (2014). Pengaruh Satisfaction Dan Trust Terhadap Minat Beli Konsumen (Purchase Intention) Di Starbucks The Square. Jurnal Manajemen Pemasaran, 2(1), 1-10.
Agmeka, F., Wathoni, R. N., & Santoso, A. S. (2019). The influence of discount framing towards brand reputation and brand image on purchase intention and actual behaviour in e-commerce. Procedia Computer Science, 161, 851–858. https://doi.org/10.1016/j.procs.2019.11.192.
Alwafi, F., & Magnadi, R. H. (2016). Pengalaman Berbelanja Terhadap Minat Beli Secara Online Pada Situs Jual Beli Tokopedia.Com. Diponegoro Journal of Management, 5(2), 1–15.
Amegbe, H., Hanu, C., & Mensah, F. (2018). Achieving service quality and students loyalty through intimacy and trust of employees of universities. A test case of Kenyan universities. International Journal of Educational Management, 1(1), 1. https://doi.org/10.1108/ijem-09-2017-0251.
Anjani, H., Ruswanti, E., & Indrawati, R. (2022). EWOM, Kepercayaan, Citra Merek Terhadap Niat Pembelian Ulang pada Poliklinik Penyakit dalam di RS ABC Jakarta. Jurnal Health Sains, 3(3), 402–414. https://doi.org/10.46799/jhs.v3i3.445.
Azis, M. D. (2019). Pengaruh Kualitas Layanan, Kompetensi Tenaga Penjual Dan Citra Perusahaan Terhadap Keputusan Menggunakan Kembali Jasa Pada PT. Mandala Multifinance Cabang Palu. E-Jurnal Katalogis, 2(7), 58–67.
Budiarsi, S. Y., Erwita, M. A., & Siregar, J. N. (2021). Pengaruh Social Media Marketing, Brand Awareness, Dan Brand Image Terhadap Brand Loyalty Pada J&T Express Di Surabaya. Majalah Ekonomi, 26(2), 54-66.
Cahyati, N. K., & Seminari, N. K. (2020). The Role of Customer Satisfaction in Mediating the Effect of Service Quality and Marketing Experience on Repurchase Intention (Study in PT Pos Indonesia Expedition Services). American Journal of Humanities and Social Sciences Research, 4(2), 128-135.
Cempena, I. B., & Putra, I. B. U. (2021). The Effect of Service Quality, Price Perception, and Brand Image on Feeling Value, and Customer Satisfaction at Dian Husada Mojokerto Hospital. Jurnal Ekonomi & Bisnis JAGADITHA, 8(1), 71-80.
Chang, W. J., Liao, S. H., Chung, Y. C., & Chen, H. P. (2020). Service quality, experiential value and repurchase intention for medical cosmetology clinic: moderating effect of Generation. Total Quality Management and Business Excellence, 31(9–10), 1077–1097. https://doi.org/10.1080/14783363.2018.1463156.
Cheung, C. M. K., Chan, G. W. W., & Limayem, M. (2008). A critical review of online consumer behavior. Contemporary Research in E-Branding, 3(December), 262–279. https://doi.org/10.4018/978-1-59904-813-0.ch017
Chiu, C. M., Chang, C. C., Cheng, H. L., & Fang, Y. H. (2009). Determinants of customer repurchase intention in online shopping. Online Information Review, 33(4), 761–784. https://doi.org/10.1108/14684520910985710
DeLone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 19(4), 9–30. https://doi.org/10.1080/07421222.2003.11045748
Ekaprana, I. D. G. A., Jatra, I. M., & Giantari, I. G. A. K. (2020). Pengaruh Kualitas Produk, Kualitas Layanan Dan Citra Merek Terhadap Niat Pembelian Ulang. E-Jurnal Manajemen Universitas Udayana, 9(8), 2895. https://doi.org/10.24843/ejmunud.2020.v09.i08.p01
Giantari, I. G., Zain, D., Rahayu, M., & Solimun. (2013). The Role of Perceived Behavioral Control and Trust as Mediator of Experience on Online Purchasing Intentions Relationship a Study on Youths in Denpasar City (Indonesia). IIternational Journal of Business and Management Invention, 2(1), 30–38.
Girsang. M. N, Rini. S. E., & Gultom. P. (2020). The Effect Of Brand Image And Product Quality On Re-Purchase Intention With Customer Satisfaction As Intervening Variables In Consumers Of Skincare Oriflame Users – A Study On Students Of North Sumatra University, Faculty Of Economics And Business. European Journal Of Management and Marketing Studies, 5(1).
Ghozali, I., & Latan, H. (2019). Partial Least Squares Konsep, Teknik dan Aplikasi Menggunakan Program SmartPLS 3.0 Untuk Penelitian Empiris. Semarang: Badan Penerbit Universitas Diponegoro.
Hair, Jr J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis a global perspective (7th ed.). New Jersey: Pearson Education.
Hien, N. N., Phuong, N. N., van Tran, T., & Thang, L. D. (2020). The effect of country-of-origin image on purchase intention: The mediating role of brand image and brand evaluation. Management Science Letters, 10(6), 1205–1212. https://doi.org/10.5267/j.msl.2019.11.038.
Huang, P. L., Lee, B. C. Y., & Chen, C. C. (2019). The influence of service quality on customer satisfaction and loyalty in B2B technology service industry. Total Quality Management and Business Excellence, 30(13–14), 1449–1465. https://doi.org/10.1080/14783363.2017.1372184
Ibzan, E., Balarabe, F., & Jakada, B. (2016). Consumer satisfaction and repurchase intentions. Developing Country Studies, 6(2), 96–100. Developing Country Studies, 6(2), 96–100.
Ilmiyah, K., & Krishernawan, I. (2020). Pengaruh Ulasan Produk, Kemudahan, Kepercayaan, Dan Harga Terhadap Keputusan Pembelian Pada Marketplace Shopee Di Mojokerto. Maker: Jurnal Manajemen, 6(1), 31–42. https://doi.org/10.37403/mjm.v6i1.143
Imbayani, I., & Gama, A. W. S. (2018). The Influence of Electronic Word of Mouth (E-Wom), Brand Image, Product Knowledge on Purchase Intention. Jurnal Ekonomi & Bisnis JAGADITHA, 5(2), 145-153.
Indriani, A., & Nurcaya, I. (2015). Pengaruh Kualitas Pelayanan Terhadap Word of Mouth Yang Dimediasi Oleh Kepercayaan Pelanggan Pada Pt. Auto Bagus Rent a Car Denpasar. E-Jurnal Manajemen Universitas Udayana, 4(5), 255219.
Kala, D., & Chaubey, D. S. (2018). Impact of electronic word of mouth on brand image and purchase intention towards lifestyle products in India. Pacific Business Review International, 10(9), 135-144.
Kotler, P., & Keller, K. L. (2012). Manajemen Pemasaran (Keduabelas). Jakarta : Erlangga.
Kusmita, A. C., Farida, N., & Saryadi, S. (2022). Pengaruh E-Trust Dan E-Service Quality Terhadap Online Repurchase Intention Melalui E-Satisfaction (Pada Mahasiswa S1 FISIP yang Pernah Berbelanja di Lazada). Jurnal Ilmu Administrasi Bisnis, 10(3), 1307-1318.
Langton, N. Robbins, P, S. Dan Judge, A, T. (2016). Organizational Behaviour. Seventh Canadian Edition.
Leonnard, S., Comm, M., & Thung, F. (2017). The relationship of service quality, word-of-mouth, and repurchase intention in online transportation services. Journal of Process Management. New Technologies, 5(4), 30–40. https://doi.org/10.5937/jouproman5-15210
Lim, K. H., Sia, C. L., Lee, M. K. O., & Benbasat, I. (2006). Do I trust you online, and if so, will I buy? An empirical study of two trust-building strategies. Journal of Management Information Systems, 23(2), 233–266. https://doi.org/10.2753/MIS0742-1222230210.
Liu, C., & Tsai, W. (2010). The effects of service quality and lifestyle on consumer choice of channel types: The health food industry as an example. African Journal of Business Management, 4(6), 1023–1039.
Liu, Y., & Tang, X. (2018). The effects of online trust-building mechanisms on trust and repurchase intentions: An empirical study on eBay. Information Technology and People, 31(3), 666–687. https://doi.org/10.1108/ITP-10-2016-0242
Manzoor, U., Baig, S. A., Hashim, M., & Sami, A. (2020). Impact of social media marketing on consumer’s purchase intentions: the mediating role of customer trust. International Journal of Entrepreneurial Research, 3(2), 41-48.
Maramis. M Indah S, Mananeke. L, & Loindong. R. S. (2022). The Influence Analysis Of Brand Image, Service Quality On Purchase Decision Mediated By Customer Trust Mercke’l Pharmacy. Jurnal EMBA, 10(1).
Maruli, S., Pandiangan, T., Resmawa, I. N., De Pinto Simanjuntak, O., Sitompul, N., & Jefri, R. (2021). Effect of E-Satisfaction on Repurchase Intention in Shopee User Students. Budapest International Research and Critics Institute-Journal (BIRCI-Journal), 4(4). https://doi.org/10.33258/birci.v4i4.2697
Miqdad, D. M., Nuringwahyu, S. (2020). Pengaruh Harga Dan Kualitas Layanan Terhadap Minat Pembelian Ulang (Studi Pada Pelanggan Go-Ride Di Kota Madya Malang). JIAGABI. 77–86.
Mujid, A., & Adrian. (2021). Strategi Citra Merek, Kualitas Pelayanan, Dan Harga Terhadap Minat Melanjutkan Sekolah. Jurnal Ilmiah Manajemen Ubhara, 3(2), 66–76.
Muzakir, M. (2023). Pengaruh Kepercayaan, Persepsi Risiko Dan Komitmen Terhadap Minat Beli Kembali Konsumen Shopee. Jurnal Ilmu Manajemen Universitas Tadulako (JIMUT), 9(2), 121-131.
Nasution, E. Y., & Indria, T. (2022). Tren belanja online pada social commerce. Jurnal AKMAMI (Akuntansi Manajemen Ekonomi), 3(3), 655-665.
Ningrum, D. A., Rizan, M., & Rivai P, A. K. (2021). The Effect of Service Quality and Brand Image on Repurchase Intention With Brand Trust as Mediating Variable By The Generation Z of E-Wallet Consumers in Jakarta. Journal Research of Social Science, Economics, and Management, 1(4), 336–356. https://doi.org/10.36418/jrssem.v1i4.29.
Norhermaya, Y. A. (2016). Analisis Pengaruh Kepuasan Pelanggan Terhadap Kepercayaan Dan Loyalitas Pelanggan Untuk Meningkatkan Minat Beli Ulang (Studi Kasus Online Store Lazada.co.id). Diponegoro Journal Of Economic And Business.
Nugroho Yuda Muhammad, Efendi Ahmad, & Abdullah Wahidah. (2022). Pengaruh Iklan Online Dan Citra Merek Terhadap Minat Beli Dengan Kepercayaan Merek Sebagai Variabel Intervening Pada Toko Online Shopee Di Makassar. Study of Scientific and Behavioral Management (SSBM) , 3(2).
Nurhadi, N., & Azis, A. (2018). The Influence of Service Quality on Trust and Loyalty of Consumers. Jurnal Economia, 14(1), 89-98.
Pardede, C. R., Lapian, S. L. H. V. J., & Pandowo, M. (2018). The Influence Of Perceived Value And Trust On Repurchase Intention In Shopee Online Shopping Pengaruh Dari Nilai Yang Diterima Dan Kepercayaan Dalam Intensi Pembelian Kembali Di Perbelanjaan Online Shopee. The Influence 331 Jurnal EMBA, 6(1), 331–340.
Pavlou, P. A. (2003). Consumer acceptance of electronic commerce: Integrating trust and risk with the technology acceptance model. International Journal of Electronic Commerce, 7(3), 101–134. https://doi.org/10.1080/10864415.2003.11044275.
Pham, H., & Nguyen, T. (2019). The effect of website quality on repurchase intention with the mediation of perceived value: The case study of online travel agencies in Vietnam. Journal of Global Business Insights, 4(1), 78-91.
Pitaloka, I. W., Gumanti, T. A., & Pitaloka, I. W. (2019). The Effects Of Brand Equity On Repurchase Intention: The Role Of Brand Relationship Quality In Muslim Wear Brand Surabaya-Indonesia. Article in International Journal of Scientific & Technology Research, 8, 1. www.ijstr.org
Prabowo, H., Astuti, W., & Respati, H. (2020). Effect of Service Quality and Brand Image on Repurchase Intention through Word of Mouth at Budget Hotels Airy Rooms. Open Journal of Business and Management, 08(01), 194–207. https://doi.org/10.4236/ojbm.2020.81012.
Pratiwi, K. W., & Suparna, G. (2018). Peran kepercayaan memediasi kualitas pelayanan dengan kepuasan pelanggan pada camely salon di Kota Denpasar (Doctoral dissertation, Udayana University).
Priscillia, M., & Budiono, H. (2020). Prediksi Website Design Quality dan Service Quality terhadap Repurchase Intention Pada Pelanggan Shopee di Jakarta Dengan Customer Trust Sebagai Mediasi. Jurnal Manajerial Dan Kewirausahaan, 2(4), 1033. https://doi.org/10.24912/jmk.v2i4.9888
Putri, K. A. S., Vania, A., & Fikriah, N. L. (2020). Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan Dengan Kepercayaan Pelanggan Sebagai Variabel Mediasi Pada Ukm Kharisma Sejahtera. Journal Industrial Engineering & Management Research, 1(2), 140–152.
Putri, W., & Harti, H. (2022). Pengaruh Brand Image Dan Brand Ambassador Terhadap Keputusan Pembelian Melalui Kepercayaan Konsumen Pada Produk Scarlett. Jurnal Dimensi, 11(2), 346-363.
Qi, Y., & Yao, Y. (2020). Influence of multichannel integration service quality on purchase intention of customers: dual mediating effect of brand experience and brand trust. Revista Argentina de ClÃnica Psicológica, 29(2), 58.
Raiyan, M., & Siregar, M. R. (2021). Variabel Kepercayaan Pada Pengguna Jasa Angkutan Gojek Di Banda Aceh Pada Pandemi Covid-19. Jurnal Ilmiah Mahasiswa Ekonomi Manajemen, 6(1), 150–164.
Rangkuti & Freddy. (2013). Customer Service Satisfaction Dan Call Center Berdasarkan ISO 9001, Jakarta : PT gramedia Pustaka Utama Suprapto, Rifqi dan Azizi Wahyuddin M. Zaky. 2020. Buku Ajar Manajemen Pemasaran. Myria Publisher : Ponorogo
Rofiqo, A., Addinata, V. H., & Sari, D. N. (2021). Pengaruh Kualitas Pelayanan Terhadap Loyalitas dengan Kepercayaan dan Kepuasan sebagai Variabel Mediator Bank Syariah di Ponorogo. Etihad: Journal of Islamic Banking and Finance, 1(1), 1–11.
Rusmiati, N. N., Sugiati, I. G. A., Purnami, A. S., & Amerta, I. M. S. (2020). The effect of brand image and country of origin on consumer buying interest: case study on Yamaha NMAX motorcycle in Denpasar city. International Research Journal of Management, IT and Social Sciences, 7(3), 83-90.
Sadikin, A., Misra, I., & hudin, M. S. (2020). Pengantar Manajemen dan Bisnis (M. A. Dr. Sardimi, Ed.). Penerbit K-Media.
Saleem, M. A., Zahra, S., & Yaseen, A. (2017). Impact of service quality and trust on repurchase intentions – the case of Pakistan airline industry. Asia Pacific Journal of Marketing and Logistics, 29(5), 1136–1159. https://doi.org/10.1108/APJML-10-2016-0192.
Saleem, F., Zhang, Y. Z., Gopinath, C., & Adeel, A. (2020). Impact of servant leadership on performance: The mediating role of affective and cognitive trust. Sage Open, 10(1), 2158244019900562.
Saragih, H., & Ramdhany, R. (2013). Pengaruh Intensi Pelanggan Dalam Berbelanja Online Kembali Melalui Media Teknologi Informasi Forum Jual Beli (Fjb) Kaskus. Jurnal Sistem Informasi, 8(2), 100. https://doi.org/10.21609/jsi.v8i2.331
Sari, N. N., Fauzi, A., & Rini, E. S. (2021). The Effect of Electronic Word of Mouth (E-Wom) and Brand Image on Repurchase Intention Moderated by Brand Trust in the Garuda Indonesia Airline. International Journal of Research and Review, 8(9), 81–91. https://doi.org/10.52403/ijrr.20210912.
Setiowati, A. K., By, J., & Pasuruan, F. E. M. (2012). Sikap Online Shopping Dan Niat Pencarian Informasi. Manajemen Dan Bisnis, 2(1), 1–8.
Shin, J. I., Chung, K. H., Oh, J. S., & Lee, C. W. (2013). The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea. International Journal of Information Management, 33(3), 453–463. https://doi.org/10.1016/j.ijinfomgt.2013.02.003.
Sofiani, I., & Nurhidayat, A. I. (2019). Si Rancang Bangun Aplikasi E-Marketplace Hasil Pertanian Berbasis Website Dengan Menggunakan Framework Codeigniter. Jurnal Manajemen Infromatika, 10(1), 25-32.
Sonia, P., Devi, C., & Sulistyawati, E. (2018). Peran Customer Satisfaction Memediasi Pengaruh Online Trust Terhadap Repurchase Intention (Studi pada Konsumen Florist Online di Kota Denpasar). 7(6), 2856–2886. https://doi.org/10.24843/EJMUNUD.2018.v7.i06.p1
Subaebasni, S., Risnawaty, H., Arie Wicaksono, A., Albadriyah Widsata, P., Straitliner Express, P., & APP Jakarta Kemenperin, P. (2019). International Review of Management and Marketing Effect of Brand Image, the Quality and Price on Customer Satisfaction and Implications for Customer Loyalty PT Strait Liner Express in Jakarta. International Review of Management and Marketing, 9(1), 90–97. https://doi.org/10.32479/irmm.7440.
Sudaryanto, Hanim, A., & Utari, W. (2020). Behaviour on Repurchase Intention in a Moslem Ethnic Store in Indonesia. In International Journal of Innovation, Creativity and Change. www.ijicc.net (Vol. 13). www.ijicc.net
Sugiyono. (2017). Statistik Untuk Penelitian (9th ed.). Alfabeta.
Suhaily, L., & Soelasih, Y. (2017). What Effects Repurchase Intention of Online Shopping. International Business Research, 10(12), 113. https://doi.org/10.5539/ibr.v10n12p113.
Supriyadi, S., Wiyani, W., & Nugraha, G. I. K. (2017). Pengaruh kualitas produk dan brand image terhadap keputusan pembelian. Jurnal bisnis dan manajemen, 4(1).
Tjiptono, F. & Chandra, G. (2012). Pemasaran Strategik. Penerbit Andi. Yogyakarta.
Tong, T. K. P. B. & Subagio. H. (2020). Analisa pengaruh social media marketing terhadap repurchase intention melalui brand trust sebagai variabel mediasi pada instagram adidas Indonesia di Surabaya. Jurnal Strategi Pemasaran, 7(1), 10.
Utari, R., & Yulida, R. (2023). The Influence of Brand Image and Social Media Instagram on Consumer Buying Interest. Jurnal Ekonomi & Bisnis JAGADITHA, 10(1), 37-46.
Walandouw, G. I., Mekel, P. A., Soegoto, A. S., Ekonomi dan Bisnis, F., & Manajemen, J. (2019). Kualitas Pelayanan Dan Citra Merek Pengaruhnya Terhadap Kepercayaan Nasabah Bertransaksi E-Banking Melalui Kartu Debit Taplus Bni. Jurnal EMBA, 2(2), 1261–1271.
Widianti. W (2022). Pengaruh Citra Merek, Komunikasi Merek, Kepuasan Dan Pengalaman Merek Terhadap Loyalitas Merek Yang Dimediasi Oleh Kepercayaan Merek. Jurnal Ilmiah MEA (Manajemen, Ekonomi, Dan Akuntans, 6(1).
Widiani, N. L. M., Indiani, N. L. P., & Wahyuni, N. M. (2019). Pengaruh citra merek dan kualitas informasi terhadap minat konsumen berbelanja kembali di Zalora. Jurnal Ilmiah Manajemen Dan Bisnis, 4(2), 127-136.
Wijaya, L. V. & Sugiharto. S. (2020). Pengaruh Service Quality Terhadap repurchase Intention pada aplikasi Shopee Dengan Customer Satisfaction Sebagai Variabel Perantara (Studi Kasus Pada Mahasiswa Universitas Kristen Petra Surabaya Yang Sudah Pernah Menggunakan Shopee). Jurnal Strategi Pemasaran, 7(1), 1-14.
Wiku, R., Hartono, & Subagja, G. (2021). The Effect of E-Trust and E-Service Quality in Online Repurchase Interest of TIX ID (Survey on TIX ID Application User in Bandar Lampung). Jurnal Kompetitif Bisnis, 1, 212–221.
Wilson, N., & Keni, K. (2018). Pengaruh Website Design Quality Dan Kualitas Jasa Terhadap Repurchase Intention : Variabel Trust Sebagai Variabel Mediasi. Jurnal Manajemen Dan Pemasaran Jasa, 11(2), 291. https://doi.org/10.25105/jmpj.v11i2.3006
Wong, D. (2017). Pengaruh Ability, Benevolence Dan Integrity Terhadap Trust, Serta Implikasinya Terhadap Partisipasi Pelanggan E-Commerce: Studi Kasus Pada Pelanggan E-Commerce Di Ubm. Jurnal Riset Manajemen Dan Bisnis (JRMB) Fakultas Ekonomi UNIAT, 2(2), 155–168. https://doi.org/10.36226/jrmb.v2i2.46
Yandi, D. R., & Septrizola, W. (2019). Pengaruh Kualitas Informasi, Kualitas Sistem, dan Kualitas Layanan Terhadap Minat Beli Ulang Pengguna E-Commerce Situs Blibli.Com dengan Kepuasan Sebagai Variabel Intervening pada Masyarakat Kota Padang. Jurnal Kajian Manajemen Dan Wirausaha, 1(3), 67-77. https://doi.org/10.24036/jkmw0279010
Yogiarta, I. M., & Pranata, I. P. A. D. (2019). The Consumers’ Level of Satisfaction With the Service Quality of Kopdit Sumber Kasih Tangeb in Abianbase, Gianyar, Bali. Jurnal Ekonomi & Bisnis JAGADITHA, 6(1), 31-37.
Yulisetiarini, D., Subagio, A.H. P.-I. B., & 2017, U. (2017). This.Pdf. In International Business Management (pp. 215–221).
Yuni Anita, N., & Bayu Rahanatha, G. (2015). Pengaruh Kualitas Pelayanan Terhadap Wom Melalui Kepuasan Pada Pt. Sarana Dewata Courier. E-Jurnal Manajemen Universitas Udayana, 4(8), 253101.
Zarei, E., Khabiri, R., Arab, M., & Daneshkohan, A. (2015). The effect of hospital service quality on patient’s trust. Iranian Red Crescent Medical Journal, 17(1), 1–5. https://doi.org/10.5812/ircmj.17505.
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2001) A Conceptual Framework for Understanding Service Quality: Implications for Future Research and Managerial Practice. Journal of Service Research, 7(10), 1-21.
Zhou, T., Lu, Y., & Wang, B. (2009). The relative importance of website design quality and service quality in determining consumers’ online repurchase behavior. Information Systems Management, 26(4), 327–337. https://doi.org/10.1080/10580530903245663.
Abstract viewed = 144 times
PDF (Bahasa Indonesia) downloaded = 188 times
