The Effects of E-Service Quality, Digital Trust, Perceived Value, and Customer Engagement on Repurchase Intention
DOI:
https://doi.org/10.54518/ebh.5.5.2026.1705Keywords:
Customer Engagement, Digital Trust, E-service Quality, Perceived Value, Repurchase IntentionAbstract
The rapid growth of e-commerce has intensified competition among digital platforms, making e-service quality, digital trust, perceived value, and customer engagement important factors in encouraging repurchase intention. This study aims to examine the effects of e-service quality, digital trust, perceived value, and customer engagement on repurchase intention among Shopee users. A quantitative survey was conducted among Shopee users aged 20–35 years who had used the platform, with questionnaire data analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) in SmartPLS. The findings show that e-service quality, digital trust, and perceived value have positive and significant effects on customer engagement, while customer engagement has a positive and significant effect on repurchase intention. In contrast, e-service quality, digital trust, and perceived value do not have significant direct effects on repurchase intention. These findings indicate that although service quality, trust, and perceived value contribute to customer engagement, they do not directly determine consumers’ intention to repurchase. Customer engagement is directly associated with repurchase intention, highlighting the importance of strengthening consumers’ active involvement with the platform. The study concludes that improving digital interactions and fostering meaningful customer engagement are important for supporting repurchase intention among Shopee users.
References
Adnan, S., Kakakhel, M. G., & Latif, S. K. A. (2024). Exploring value co-creation in B2B relationship through SDL: A qualitative and empirical study of Pakistan’s railway sector. Journal of Managerial Sciences, 18(4), 15–33.
Alfian, R. M., & Sulihyantoro, A. B. (2021). Pengaruh consumer engagement dan brand advocacy di media sosial terhadap tingkat brand loyalty Garnier Indonesia. Jurnal Kommas, 34(2), 15–27.
Aliifa, A. M., & Rofiaty, C. S. (2023). The effects of digital trust and e-service quality on e-loyalty through customer engagement as the mediating variable. International Research Journal of Economics and Management Studies, 2(4), 400-411. https://doi.org/10.56472/25835238/IRJEMS-V2I4P166.
Amir, A., Mandey, S. L., & Tawas, H. N. (2021). Pengaruh perceived value, brand image terhadap customer loyalty melalui customer engagement sebagai variabel mediasi (Studi pada pelanggan IndiHome PT. Telkom Manado). JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi), 7(3), 612–627. https://doi.org/10.35794/jmbi.v7i3.31526.
Anggita, M., & Trenggana, A. F. M. (2020). Pengaruh customer engagement dan e-service quality terhadap niat beli ulang dengan kepuasan pelanggan sebagai variabel mediator Tiket.com. ProBank, 5(1), 83–99. https://doi.org/10.36587/probank.v5i1.570.
Bigseller. (2024). Shopee’s GMV in the second quarter reached US$23.3 billion. Retrieved on May 30, 2026, from https://www.bigseller.com/blog/articleDetails/shopees-gmv-in-the-second-quarter-reached-us-23.3-billion.2155.htm.
BPS. (2024). Statistik kesejahteraan rakyat Kota Semarang. Retrieved on May 30, 2026, from https://semarangkota.bps.go.id/id/publication/2024/12/13/30279b457ff9422239a661b0/statistik-kesejahteraan-rakyat-kota-semarang-2024.html.
Clarisa, N. (2024). Pengaruh social media marketing dan perceived value terhadap customer loyalty dengan customer engagement sebagai intervening (Studi pada konsumen bedak Wardah di Jakarta Pusat). Banten: Universitas Sultan Ageng Tirtayasa (Doctoral dissertation).
Databoks. (2024). Pengunjung situs shopee bertambah sepanjang kuartal IV 2024. Retrieved on May 30, 2026, from https://databoks.katadata.co.id/teknologi-telekomunikasi/statistik/678487a3166f7/pengunjung-situs-shopee-bertambah-sepanjang-kuartal-iv-2024.
Effendi, L. P., & Andriani, M. (2023). Perceived value dan repurchase intention pada online marketplace. Jurnal Ekonomi, Manajemen dan Perbankan (Journal of Economics, Management and Banking), 9(1), 17–32. https://doi.org/10.35384/jemp.v9i1.379.
Fan, W., Shao, B., & Dong, X. (2022). Effect of e-service quality on customer engagement behavior in community e-commerce. Frontiers in Psychology, 13(10), 965-998. https://doi.org/10.3389/fpsyg.2022.965998.
Ghozali, I. (2020). Buku 25 grand theory: Teori besar ilmu manajemen, akuntansi dan bisnis: Untuk landasan teori skripsi, tesis dan disertasi. Semarang: Badan Penerbit Universitas Diponegoro.
Ginting, Y. M. (2023). Repurchase intention of e-commerce customers in Indonesia: An overview of the effect of e-service quality, e-word of mouth, customer trust, and customer satisfaction mediation. International Journal of Data and Network Science, 7(2023), 329–340. https://doi.org/10.5267/j.ijdns.2022.10.001.
Gull, S., Tanvir, A., Zaidi, K. S., & Mehmood, Z. (2020). A mediation analysis of e-service quality and e-loyalty in Pakistani e-commerce sector. Journal of the Research Society of Pakistan, 57(4), 66–73.
Hair, J. F., Jr., Ortinau, D. J., & Harrison, D. E. (2020). Essentials of marketing research (5th ed.). Columbus: McGraw-Hill.
Han, H., & Ryu, K. (2012). The theory of repurchase decision-making (TRD): Identifying the critical factors in the post-purchase decision-making process. International Journal of Hospitality Management, 31(3), 786–797. https://doi.org/10.1016/j.ijhm.2011.09.015.
Hikmah, A. N., & Riptiono, S. (2020). Pengaruh customer engagement dan e-service quality terhadap online repurchase intention dengan customer satisfaction sebagai variabel intervening pada marketplace Shopee. Jurnal Ilmiah Mahasiswa Manajemen, Bisnis dan Akuntansi (JIMMBA), 2(1), 89–100. https://doi.org/10.32639/jimmba.v2i1.447.
Jahro, K. F. (2024). Pengaruh customer experience, price discount, e-trust terhadap repurchase intention dengan customer engagement sebagai variabel intervening pada e-commerce Shopee. Semarang: Universitas Islam Sultan Agung Semarang (Doctoral dissertation).
Jauwena, C. (2023). Pengaruh perceived quality dan value terhadap repurchase intention melalui satisfaction Rosita Cookies. Jurnal Performa: Jurnal Manajemen dan Start-Up Bisnis, 8(6), 700–717. https://doi.org/10.37715/jp.v8i6.3742.
Kesuma, A. P., Fihartini, Y., & Nabila, N. I. (2024). Pengaruh gamifikasi terhadap niat beli ulang yang dimediasi oleh keterlibatan konsumen dan keceriaan yang dirasakan (Studi pada pengguna aplikasi Fore di Bandar Lampung). Economics and Digital Business Review, 5(2), 911–925.
Laparojkit, S., & Suttipun, M. (2022). The causal factors influencing repurchase intentions of local tourists in Thailand during COVID-19 crisis. Journal of Tourism Futures, 5(1), 122-132. https://doi.org/10.1108/JTF-05-2021-0122.
Martínez, P., & del Bosque, I. R. (2013). CSR and customer loyalty: The roles of trust, customer identification with the company and satisfaction. International Journal of Hospitality Management, 35(1), 89–99. https://doi.org/10.1016/j.ijhm.2013.05.009.
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20–38. https://doi.org/10.1177/002224299405800302.
Nafisah, I., & Istanti, F. (2025). E-service quality, e-trust, and e-WOM toward repurchase intention: The mediating role of e-customer satisfaction among TikTok Shop users in Semarang. International Journal of Applied Finance and Business Studies, 13(1), 186–195. https://doi.org/10.35335/ijafibs.v13i1.376.
Ningtias, A. S., & Sugiyanto, S. (2023). Pengaruh e-service quality dan e-WOM terhadap minat beli ulang melalui kepuasan konsumen pada pengguna marketplace Tokopedia. Jurnal Ekonomi dan Bisnis, 1(3), 396–406.
Oktaviyani, N. (2024). Pengaruh social media marketing dan e-service quality terhadap customer engagement yang berdampak pada online repurchase intention (Studi pada followers Instagram Blibli.com di Jakarta). Jakarta: UIN Syarif Hidayatullah Jakarta (Bachelor’s thesis).
Prawita, F. U., Napitupulu, D. F., Rumangkit, S., & Leksana, C. J. (2025). The influence of e-satisfaction, e-trust, perceived value, and digital influencers on repurchase intention with prior online experience as a moderator variable. In 2025 5th International Conference on Innovative Research in Applied Science, Engineering and Technology (IRASET) (pp. 1-6). London: IEEE. https://doi.org/10.1109/IRASET64571.2025.11008198.
Putri, N. K. A. K., Rosnani, T., Listiana, E., & Fitriana, A. (2023). The analysis of repurchase intention in online transaction of a marketplace, Shopee (A case study: Customers of fashion products in Indonesia). Asian Journal of Economics, Business and Accounting, 23(1), 21–32. https://doi.org/10.9734/ajeba/2023/v23i1913.
Roisah, R., Ahha, Z. A., & Angliawati, R. Y. (2022). Upaya meningkatkan e-satisfaction melalui e-trust dan e-service quality pada pengguna Shopee Kota Bandung. Jurnal Sains Manajemen, 4(2), 65–76. https://doi.org/10.51977/jsm.v4i2.745.
Sahgira, N. N., Dewi, H. P., & Harahap, Z. C. M. (2025). Pengaruh customer experience, review product dan perceived value terhadap repurchase intention konsumen Shopee pada mahasiswa Universitas Battuta. Akademik: Jurnal Mahasiswa Humanis, 5(2), 1039–1053. https://doi.org/10.37481/jmh.v5i2.1441.
Sekaran, U., & Bougie, R. (2017). Metode penelitian untuk bisnis (Edisi ke-6, Buku 1). Jakarta: Salemba Empat.
Sugiyono. (2019). Metode penelitian kuantitatif, kualitatif, dan R&D. Bandung: Alfabeta.
Sylvani, A. B., & Djastuti, I. (2024). The role of value alignment as a mediator between halal products and repurchase intention. Research Horizon, 4(6), 71-80. https://doi.org/10.54518/rh.4.6.2024.394.
Tjiptono, F. (2019). Pemasaran jasa: Edisi terbaru. Yogyakarta: Andi.
Tullaili, M., & Susanto, P. (2025). E-service quality, trust, emotions, and forgiveness drive repurchase in m-commerce. Academia Open, 10(1), 1–11. https://doi.org/10.21070/acopen.10.2025.11162.
Vargo, S. L., Koskela-Huotari, K., & Vink, J. (2020). Service-dominant logic: Foundations and applications. In E. Bridges & K. Fowler (Eds.), The Routledge handbook of service research insights and ideas (pp. 3–23). New York: Routledge.
Vivek, S. D., Beatty, S. E., & Morgan, R. M. (2012). Customer engagement: Exploring customer relationships beyond purchase. Journal of Marketing Theory and Practice, 20(2), 122–146. https://doi.org/10.2753/MTP1069-6679200201.
Winell, E., Nilsson, J., & Lundberg, E. (2023). Customer engagement behaviors on physical and virtual engagement platforms. Journal of Services Marketing, 37(10), 35–50. https://doi.org/10.1108/JSM-03-2023-0084.
Zeithaml, V. A. (1988). Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence. Journal of Marketing, 52(3), 2–22. https://doi.org/10.1177/002224298805200302.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Shinta Sekar Pujaningrum, Adijati Utaminingsih, Kuswardani
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
