PENGARUH CUSTOMER EXPERIENCE DAN KEPERCAYAAN TERHADAP REPURCHASE INTENTION MELALUI CUSTOMER SATISFACTION (Pada Aplikasi Tukang Sayur.Co )

Abstract

The fast development of technology not only facilitates community activities, but also involves changing people's lifestyle especially in urban areas. TukangSayur.Co is one of the applications that makes it easier for people to buy food staples easily without going to traditional or modern markets. Due to its non-direct meeting between buyers and sellers, e-commerce gives rise to a different perception of risk for everyone. This study aims to determine the influence of customer experience, trust, repurchase intention and customer satisfaction on the TukangSayur.Co application in DKI Jakarta. The basic method used in this research is the descriptive method. This study used a purposive sampling method with a sample of 100 respondents. Data collection techniques with recording and questionnaires. The data collection tool uses questionnaires through google forms given to respondents. Instrument testing and data analysis using Partial Least Square (PLS) analysis tools with SmartPLS 3.0 software. The results showed that the customer experience variable affects repurchase intention, the trust variable affects repurchase intention, the customer experience variable affects customer satisfaction, the trust variable affects customer satisfaction, the customer satisfaction variable affects repurchase intention, the customer experience variable affects repurchase intention through customer satisfaction, and the variable  trust affects repurchase intention through customer satisfaction. The application TukangSayur.Co needs to expand promotions such as through larger influencers in order to add a positive impression and reach more people to shop online for basic necessities by using the application TukangSayur.Co

Keywords:, E-Commerce, Risk,  TukangSayur.Co, PLS