The Role of Satisfaction in Mediating the Effect of e-Service Convenience, Security, and Trust on Repurchase Intention in the Marketplace Case study: Shopee Marketplace

Abstract

Objective – The development of information technology that encourages the rise of online buying and selling has opened opportunities for market participants. This requires satisfying services for customers by every market participant. Shopee is one of the biggest marketplace actors in Indonesia. The purpose of the study is to estimate the factors that influence consumers' intention to buy back at Shopee's marketplace. Methodology/Technique – The mediation variable used is satisfaction. The research sample consists of 200 respondents, who are Shopee consumers in Pontianak, Indonesia. Findings – The findings of this study are there is a positive and significant effect between E-Service convenience and Satisfaction variables (β = 0.390) and Repurchase Interest (β = 0.355), E-Trust variables also have a positive and significant effect on Satisfaction (β = 0.437) and Interest Repurchase (β = 0.386). Satisfaction has a positive and significant effect on Repurchase Intention (β = 0.483). Type of Paper: Empirical Keywords: Satisfaction; e-Service Convenience; Security; Trust; Repurchase Intention. Reference to this paper should be made as follows: Juniwati; Sumiyati., 2020. The Role of Satisfaction in Mediating the Effect of e-Service Convenience, Security, and Trust on Repurchase Intention in the Marketplace Case study: Shopee Marketplace, J. Mgt. Mkt. Review 5(2) 93 – 98. https://doi.org/10.35609/jmmr.2020.5.2(1) JEL Classification: M31; M13; M39.