THE INFLUENCE OF PERCEIVED E-SERVICE QUALITY DIMENSIONS ON CUSTOMER INTENTION TO REPURCHASE: A CASE OF MILLENNIAL GENERATION ON SHOPPING ONLINE IN INDONESIA

Abstract

The   purpose   of   this   article   is   to investigate the relationship between e-service quality dimensions and repurchase   intention  of millennial generation of Indonesia on online shopping behavior. A qualitative review of e-service quality dimension and intention to repurchase  construct was conducted  to identify the relationship between the constructs. This study focuses  on seven e-service quality dimensions to predict repurchase intention. The results are  expected  to extend the knowledge  of different context of e-service quality measurement and its consequences. A survey was conducted to 100 judgement sample size of shopping online  consumers by distributing self administered questionnaires. To test the proposed model is by   using multi regression was employee.  The analytical results showed that  all of perceived e-service quality dimensions namely ; privacy, system availability, contact, compensation, responsiveness, fulfillment, and efficiency affected  intention to repurchase differently  based  on the value of  regression coefficients  and all dimensions statistically significant. Future research should  consider a variety of e-service and segment  and using different methodology  such as in-depth interview or longitudinal study.