Repurchase Intention: System Quality, Service Quality, Information Quality, and Customer Satisfaction on M-Commerce in Indonesia

Abstract

Online shopping in Indonesia is increasing significantly because of the pandemic. Therefore, customers can choose from many choices in online shopping; one of them is M-Commerce. With the ever-growing development of online shopping, there are more M-Commerce choices that customers can choose from. When shopping online, there are many experiences that a customer can experience. However, when that customer receives satisfaction when shopping online, there is a possible chance that the customer will have an intention to repurchase at that M -Commerce in the future. This research aims to determine what factors affect the customer's satisfaction, increasing the chance of repurchase intention in an M -Commerce. The data collection method in this research will use the Quantitative Method and will be analyzed using the SMARTPLS program to determine the results and conclusion of this research. And in this research, based on the result, System Quality, Service Quality and Information Quality has a significant influence on Customer Satisfaction, and Customer Satisfaction has a significant influence on Repurchase Intention.