THE INFLUENCE OF E-SERVICE QUALITY TOWARD E-SATISFACTION, E-TRUST, E-WORD OF MOUTH AND ONLINE REPURCHASE INTENTION: A STUDY ON THE CONSUMERS OF THE THREE-STAR HOTELS IN LAMPUNG

The development of business through internet media (e-business) is increasingly prevalent throughout the world. Information and communication technology has also caused borderless relations and caused significant social, economic and cultural changes to occur so quickly. This study aims to examine and explain the effect of electronic service quality on electronic satisfaction, electronic trust, e-word of mouth and online repurchase intention. The survey method was used in this study and for the study sample there were 142 respondents who were hotel consumers who had stayed at one of the three-star hotels in Lampung Province, Indonesia. The research location is 15 three star hotels in Lampung Province, which consists of 13 districts and 2 cities. The questionnaire is the main instrument for collecting primary data. The data analysis used is descriptive statistics and Generalized Structured Component Analysis (GSCA). The results of this study are two hypotheses is not significant, namely e-satisfaction and e-trust has no significant effect on e-wom. The new finding in the results of this study is that there is a significant effect between e-wom on online repurchase intention, where prior study has no effect between the two variables on online repurchases on the hotel website. The new finding of this study are significant effect between e-wom on the online repurchase intention, which was not previously found related to online purchases on the hotel website. which online marketing can provide satisfaction and trust to customers, so they make repeat purchases. Of the six variables with ten tested hypotheses, there is one hypothesis was found, e-wom has a significant effect on online repurchase intention, shows that if consumers feel satisfied and believe in a service, they are happy to recommend the service to others (e-wom). The effect is that the customer will repurchase the service. This study examines the behavior of customers, especially consumers of three-star hotels who visit in Lampung Province in relation to e-service quality and e-satisfaction obtained during interaction with three-star hotels in Lampung Province. Customer behavior includes aspects of e-satisfaction, e-trust, e-word of mouth, and online repurchase intention. The results of this study are expected to enrich the literature relating to customer behavior.