THE EFFECT OF E-SERVICE QUALITY ON REPURCHASE INTENTION THROUGH E-TRUST AND E-SATISFACTION (STUDY OF B2B EMOS MARKETPLACE’S USER IN MALANG)

Abstract

EMOS Marketplace as one of the business to business (B2B) e-commerce which is in great demand by customers, especially pharmacies, clinics and private hospitals. Along with the development of technology in the industrial era 5.0, where customers become decision makers and can determine for themselves which distributor to choose to buy the pharmaceutical products needed at this time. This research is a quantitative research using a descriptive research design and path analysis techniques. There are consisting of 200 pharmacists that become respondents by using Slovin formula approach. The results of this study indicate that variables E-Service Quality, E-Trust, E-Satisfaction and Repurchase Intention have a positive and significant. Based on the results of this study, suggestions that researchers can convey to EMOS Marketplace to continues improvement include increasing customer security standards, adding a product search feature based on manufacturers and WhatsApp notifications to find out order status. Hopefully EMOS Marketplace always create continuous innovation (continues improvement) in terms of service. So that customers will feel trusted and satisfied with EMOS Marketplace