PENGARUH KEPERCAYAAN, E-SERVICE QUALITY, DAN KUALITAS PRODUK TERHADAP MINAT BELI ULANG DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi Kasus pada Pengguna Toko Online Lazada di Kota Semarang)

This study aims to determine the effect of trust, e-service quality, and product
quality on repurchase intention with customer satisfaction as an intervening
variable for Lazada online store users in Semarang City. The research method used
in this study is a quantitative research method. The population in this study are
Lazada online store users with an unknown number. Sample the sample used in this
study was 97 people, which is the result of calculation using the Lemeshow formula.
The sampling technique uses a type of Non probability sampling with Purposive
technique sampling technique with the criteria of having made purchases at the
Lazada online store at least 2 times and at least 17 years old. Data collection
techniques in This study used a questionnaire distribution conducted by online
survey. This research using the Partial Least Squares technique (PLS) technique,
as a data analysis technique with the form of the Structural Equation Modeling
(SEM) equation with the help of SmartPLS software version 3.0. The test results
show that trust has no effect on customer satisfaction, e-service quality has no effect
on customer satisfaction, product quality has an effect on customer satisfaction,
customer satisfaction has an effect on customer satisfaction, product quality affects
customer satisfaction, customer satisfaction affects repurchase intention to
repurchase interest, trust has no effect on repurchase interest, e-service quality
affects on repurchase intention, product quality has no effect on repurchase
intention, trust has no effect on repurchase intention. repurchase interest, trust has
no effect on repurchase interest through customer satisfaction, e-service quality has
no effect on repurchase intention through customer satisfaction, and product
quality has no effect on repurchase intention through customer satisfaction. product
quality has no effect on repurchase intention through customer satisfaction.
Keywords: Trust, E-Service Quality, Product Quality, Customer Satisfaction, and
Repurchase Intention.