Influence of E-Service Quality, E-Trust, E-Satisfaction, and E-WOM on Repurchase Intention at Travel Media Online (Traveloka) in Indonesia

Abstract

The digital era makes it easier to purchase goods and services. The development of online services makes ordering goods and services faster and more time-efficient. One is online travel media, which can help prepare everything related to tourism travel. However, consumers' intentions to repurchase online travel media services need to be supported by e-service quality, e-trust, e-satisfaction from the website, and e-word of mouth conveyed by consumers. This research aims to determine the influence of e-service quality, e-trust, e-satisfaction, and e-word of mouth on repurchase intention on the online travel media Traveloka. The population of this research is Traveloka customers who have made transactions on Traveloka via the traveloka.com application or website. Data collection used an online survey method with a purposive sampling technique. The research sample was 300 respondents with the characteristics of all Indonesian people who had purchased through Traveloka and were over 18 years old. Data analysis uses Structural Equation Modeling (SEM-PLS) with the help of SmartPLS 3.2.9 software. The research results show that of the nine hypotheses proposed, seven were accepted, and two were rejected. E-Service Quality has positively and significantly influenced e-satisfaction and e-WOM but does not directly influence Repurchase Intention. E-Trust is proven to have a positive and significant influence on e-Satisfaction and e-WOM but does not directly influence Repurchase Intention. E-Satisfaction is proven to positively and significantly influence e-WOM and Repurchase Intention. e-WOM is proven to have a positive and significant influence on Repurchase Intention.