Investigating the Repurchase Intention of E-Commerce Users from Service Quality and Expectation-Confirmation Theory Perspective

Most existing research concerning e-commerce in developed countries that have adopted information technology earlier than developing countries, such as Indonesia. The purpose of this study is to know the critical components service quality can affect level customer satisfaction and loyalty Indonesia using dimensions researchers tested countries. Smart Partial Least Square (SmartPLS 3.0) revealed a positive relationship among quality, confirmation, satisfaction, repurchase intention. A significant correlation was also found between website design, usefulness, privacy & security towards quality. On other hand, fulfillment ease ordering produced an insignificant with Practical suggestions for promoting are provided.