The Effect Of Electronic Service Quality, Value Perception, Trust On The Intention To Reuse The Gojek Application

Sri Nandari Swandayani; Satria Bangsawan; Roslina

doi:10.63922/ijebir.v5i04.4230

Sri Nandari Swandayani Master of Management Study Program, Faculty of Economics and Business, University of Lampung
Satria Bangsawan Master of Management Study Program, Faculty of Economics and Business, University of Lampung
Roslina Master of Management Study Program, Faculty of Economics and Business, University of Lampung

DOI: https://doi.org/10.63922/ijebir.v5i04.4230

Keywords: Electronic Service Quality; Perceived Value; Consumer Trust; Repurchase Intention; Gojek

Abstract

This study aims to analyze the influence of e-service quality and perceived value on the intention to reuse the Gojek application with consumer trust as an intervening variable. The study used a quantitative approach with a survey method of 230 Gojek application users in Indonesia selected using a purposive sampling technique. Data were collected through questionnaires and analyzed using the Structural Equation Modeling-Partial Least Square (SEM-PLS) method. The results showed that e-service quality had a positive and significant effect on consumer trust and the intention to reuse the Gojek application. Perceived value was also proven to have a positive and significant effect on consumer trust and the intention to reuse. In addition, consumer trust had a positive and significant effect on the intention to reuse the Gojek application and was the most dominant variable in the research model. The results of the mediation test showed that consumer trust was able to significantly mediate the relationship between e-service quality and perceived value on the intention to reuse. The coefficient of determination value showed that e-service quality and perceived value were able to explain consumer trust by 66.3%, while e-service quality, perceived value, and consumer trust were able to explain the intention to reuse by 79.9%. The research model also met the goodness of fit criteria, with an SRMR value of 0.035 and an NFI of 0.938.

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