Increasing Repurchase Intention Through Timeliness Delivery and Service Quality Mediated by E-Commerce Customer Satisfaction in Indonesia

Authors

  • Edhie Budi Setiawan Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Harry Purwoko Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Hilya Fisar Nazwany Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia
  • Asnia Harun Institut Transportasi dan Logistik Trisakti, Jakarta, Indonesia

DOI:

https://doi.org/10.38035/jemsi.v6i6.8541

Keywords:

Repurchase Intention, Timeliness Delivery, Service Quality, Customer Satisfaction, E-Commerce

Abstract

In the marketplace category e-commerce sites that have the highest number of visitors in Indonesia are Shopee, Tokopedia, Lazada, Blibli, and Bukalapak. The number of Blibli visitors looks lower compared to other E-Commerce, but still increases in 2023. The purpose of this study is to increase repurchase intention through timeliness delivery and service quality mediated by e-commerce customer satisfaction in Indonesia. This study involved 170 respondents who were Blibli e-commerce users, with samples taken using purposive sampling techniques. The method applied in this study is quantitative, with data processing using SEM-PLS software. The results of this study indicate that Timeliness delivery has a significant effect on customer satisfaction. Timeliness delivery does not have a significant effect on repurchase intention. Service quality has a significant effect on customer satisfaction and repurchase intention. Customer satisfaction has a significant effect on repurchase intention.

References

Abdirad y Krishnan. (2021). Examinar el impacto de la cadena de suministro electrónica en la calidad del servicio y la satisfacción del cliente: un estudio de caso. December 1–26. https://doi.org/10.20944/preprints202009.0181.v2

Aisah Yuningsih, Dini Dianti, Diva Sukma Az-zahra, Sari Lestari, Shafa Nurul Shalsabila, & Ricky Firmansyah. (2023). Efektifitas Penggunaan Aplikasi Online Shop Blibli Sebagai Media Komunikasi Bisnis Terhadap Penjualan dan Minat Beli Konsumen. Jurnal Kajian Dan Penelitian Umum, 1(3), 39–48. https://doi.org/10.47861/jkpu-nalanda.v1i3.182

Alfarisi, A., Zain, A. S., Wahyuni, E., & Khotimah, S. H. (2021). Analysis of The Effect of Service Quality During the Covid-19 Pandemic Towards Customer Satisfaction of PT Wahana Prestasi Logistik in DKI Jakarta Area. Advances in Transportation and Logistics Research, 4, 534–543.

Algarni, M., & Ghazali, S. (2021). Comparative study of the sensitivity of pla, abs, peek, and petg’s mechanical properties to fdm printing process parameters. Crystals, 11(8). https://doi.org/10.3390/cryst11080995

Amoako, G. K., Caesar, L. D., Dzogbenuku, R. K., & Bonsu, G. A. (2023). Service recovery performance and repurchase intentions: the mediation effect of service quality at KFC. Journal of Hospitality and Tourism Insights, 6(1), 110–130. https://doi.org/10.1108/JHTI-06-2021-0141

Anjani, A. P. (2021). Analysis of Product Variation and Service Quality on Repurchase Intention Mediated by Customer Satisfaction. International Journal of Review Management Business and Entrepreneurship (RMBE), 1(2), 295–309. https://doi.org/10.37715/rmbe.v1i2.2435

Aparicio, M., Costa, C. J., & Moises, R. (2021). Gamification and reputation: key determinants of e-commerce usage and repurchase intention. Heliyon, 7(3), e06383. https://doi.org/10.1016/j.heliyon.2021.e06383

Candra, F. A., Sutanto, J. E., & Sondak, M. R. (2022). the Influence of Product Quality, Service Quality, and Timeliness of Delivery on Repurchase Intention At Cake By Tenggilis Surabaya. International Journal of Economics, Business and Accounting Research (IJEBAR), 6(2), 913. https://doi.org/10.29040/ijebar.v6i2.5396

Chatzoglou, P., Chatzoudes, D., Savvidou, A., Fotiadis, T., & Delias, P. (2022). Factors affecting repurchase intentions in retail shopping: An empirical study. Heliyon, 8(9), e10619. https://doi.org/10.1016/j.heliyon.2022.e10619

Chin, W., Cheah, J. H., Liu, Y., Ting, H., Lim, X. J., & Cham, T. H. (2020). Demystifying the role of causal-predictive modeling using partial least squares structural equation modeling in information systems research. Industrial Management and Data Systems, 120(12), 2161–2209. https://doi.org/10.1108/IMDS-10-2019-0529

Chiu, W., & Cho, H. (2019). E-commerce brand: The effect of perceived brand leadership on consumers’ satisfaction and repurchase intention on e-commerce websites. Asia Pacific Journal of Marketing and Logistics, 33(6), 1339–1362. https://doi.org/10.1108/APJML-10-2018-0403

Gajewska, T., Zimon, D., Kaczor, G., & Madzík, P. (2020). The impact of the level of customer satisfaction on the quality of e-commerce services. International Journal of Productivity and Performance Management, 69(4), 666–684. https://doi.org/10.1108/IJPPM-01-2019-0018

Ginting, Y. M., Chandra, T., Miran, I., & Yusriadi, Y. (2023). Repurchase intention of e-commerce customers in Indonesia: An overview of the effect of e-service quality, e-word of mouth, customer trust, and customer satisfaction mediation. International Journal of Data and Network Science, 7(1), 329–340. https://doi.org/10.5267/j.ijdns.2022.10.001

Haikal Aliftian Nantigiri, M., Handayani, S., & Veronica. (2021). Brand Image, Price, And Timeliness of Delivery on Purchasing Decisions. 7(3), 247–256. https://journal.itltrisakti.ac.id/index.php/jmbtl

Hair, Joe F., Sarstedt, M., Ringle, C. M., Sharma, P. N., & Liengaard, B. D. (2024). Going beyond the untold facts in PLS–SEM and moving forward. European Journal of Marketing, 58(13), 81–106. https://doi.org/10.1108/EJM-08-2023-0645

Hair, Joseph F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S. (2021). Evaluation of Formative Measurement Models. https://doi.org/10.1007/978-3-030-80519-7_5

Hermawan, E. (2022). Competitive Strategy, Competitive Advantages, dan Marketing Performance pada E-Commerce Shopee Indonesia. Jurnal Kewirausahaan Dan Multi Talenta, 1(1), 1–13. https://doi.org/10.38035/jkmt.v1i1.7

Huma, S., Ahmed, W., Ikram, M., & Khawaja, M. I. (2020). The effect of logistics service quality on customer loyalty: case of logistics service industry. South Asian Journal of Business Studies, 9(1), 43–61. https://doi.org/10.1108/SAJBS-10-2018-0114

Kahar, A., Wardi, Y., & Patrisia, D. (2019). The Influence of Perceived of Usefulness, Perceived Ease of Use, and Perceived Security on Repurchase Intention at Tokopedia.com. 64, 429–438. https://doi.org/10.2991/piceeba2-18.2019.20

Kaligis, J. N., Satmoko, N. D., Tahapary, G. H., Tawil, M. R., & Kusnadi, I. H. (2024). The Effect of Timely Delivery on Customer Satisfaction with Service Quality as a Moderating Variable. Innovative: Journal Of Social Science Research, 4(3), 484–493. https://doi.org/10.31004/innovative.v4i3.10478

Kawa, A., & Światowiec-Szczepańska, J. (2021). Logistics as a value in e-commerce and its influence on satisfaction in industries: a multilevel analysis. Journal of Business and Industrial Marketing, 36(13), 220–235. https://doi.org/10.1108/JBIM-09-2020-0429

Kim, J. (2021). Platform quality factors influencing content providers’ loyalty. Journal of Retailing and Consumer Services, 60(June 2020), 102510. https://doi.org/10.1016/j.jretconser.2021.102510

Liengaard, B. D., Sharma, P. N., Hult, G. T. M., Jensen, M. B., Sarstedt, M., Hair, J. F., & Ringle, C. M. (2021). Prediction: Coveted, Yet Forsaken? Introducing a Cross-Validated Predictive Ability Test in Partial Least Squares Path Modeling. Decision Sciences, 52(2), 362–392. https://doi.org/10.1111/deci.12445

Ningrum, D. A., Rizan, M., & Rivai P, A. K. (2021). The Effect of Service Quality and Brand Image on Repurchase Intention with Brand Trust as Mediating Variable by The Generation Z of E-Wallet Consumers in Jakarta. Journal Research of Social Science, Economics, and Management, 1(4), 340–361. https://doi.org/10.59141/jrssem.v1i4.29

Octabriyantiningtyas, D., Suryani, E., & Jatmiko, A. R. (2019). Modeling customer satisfaction with the service quality of E-money in increasing profit of Pt. Telekomunikasi Indonesia. Procedia Computer Science, 161, 943–950. https://doi.org/10.1016/j.procs.2019.11.203

Raheni, C., Akkas, N., & ... (2024). The Influence of Product Quality, Payment Methods, and Timeliness of Delivery at Marketplace Shopee on Purchase Decisions (Survey on Students of …. Jurnal Sinar …, 11, 61–75. https://jurnal.unismuhpalu.ac.id/index.php/JSM/article/view/5186%0Ahttps://jurnal.unismuhpalu.ac.id/index.php/JSM/article/download/5186/3820

Ricardianto, P., Ikhsan, R. B., Suryobuwono, A. A., Setiawan, E. B., Raharjo, E. P., Rahandi, R., & Cahyadi, D. (2024). What makes consumers attitudinal loyalty on ride-hailing services? An investigation Indonesian consumers’ perceived safety in using ride-hailing apps. Journal of Open Innovation: Technology, Market, and Complexity, 10(2), 100306. https://doi.org/10.1016/j.joitmc.2024.100306

Ricardianto, P., Kurniawan, I. A., Ikawati, I., Gutomo, T., Sijabat, E. A. S., Mahadita, A., Teja Kusuma, I. G. N. A. E., Tursilarini, T. Y., Murtiwidayanti, S. Y., & Endri, E. (2023). Service quality and timeliness: Empirical evidence on the parcel delivery service in Indonesia. Uncertain Supply Chain Management, 11(4), 1645–1656. https://doi.org/10.5267/j.uscm.2023.7.004

Ridho, F., Hartono, S., & Istiqomah, I. (2021). Easy, Quality of Service, and Timeliness of Delivery to Customer Satisfaction. Almana: Jurnal Manajemen Dan Bisnis, 5(2), 184–191. https://doi.org/10.36555/almana.v5i2.1552

Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690. https://doi.org/10.1016/j.heliyon.2019.e02690

Supriyanto, A., Wiyono, B. B., & Burhanuddin, B. (2021). Effects of service quality and customer satisfaction on loyalty of bank customers. Cogent Business and Management, 8(1). https://doi.org/10.1080/23311975.2021.1937847

Uzir, M. U. H., Al Halbusi, H., Thurasamy, R., Thiam Hock, R. L., Aljaberi, M. A., Hasan, N., & Hamid, M. (2021). The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country. Journal of Retailing and Consumer Services, 63(April), 102721. https://doi.org/10.1016/j.jretconser.2021.102721

Wang, Y., Anderson, J., Joo, S. J., & Huscroft, J. R. (2020). The leniency of return policy and consumers repurchase intention in online retailing. Industrial Management and Data Systems, 120(1), 21–39. https://doi.org/10.1108/IMDS-01-2019-0016

Widiyanto, P., Jaya Sakti, R. F., Setiawan, E. B., Manfaluthy, M., Suryaningsih, L., Ricardianto, P., Kamar, K., & Endri, E. (2021). the Relationship Between Service Quality,Timeliness of Arrival, Departure Flip ShipLogistics and People and CustomerSatisfaction: a Case in Indonesia. Academy of Entrepreneurship Journal, 27(6), 1–10.

Downloads

Published

2025-08-29

How to Cite

Setiawan, E. B., Purwoko, H., Nazwany, H. F., & Harun, A. (2025). Increasing Repurchase Intention Through Timeliness Delivery and Service Quality Mediated by E-Commerce Customer Satisfaction in Indonesia. Jurnal Ekonomi Manajemen Sistem Informasi, 6(6), 4716–4727. https://doi.org/10.38035/jemsi.v6i6.8541

Issue

Vol. 6 No. 6 (2025): Jurnal Ekonomi Manajemen Sistem Informasi (Juli - Agustus 2025)

Section

Articles

License

Copyright (c) 2025 Edhie Budi Setiawan, Harry Purwoko, Hilya Fisar Nazwany, Asnia Harun

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Hak cipta :

Penulis yang mempublikasikan manuskripnya di jurnal ini menyetujui ketentuan berikut:

  1. Hak cipta pada setiap artikel adalah milik penulis.
  2. Penulis mengakui bahwa Jurnal Ekonomi Manajemen Sistem Informasi (JEMSI) berhak menjadi yang pertama menerbitkan dengan lisensi Creative Commons Attribution 4.0 International (Attribution 4.0 International CC BY 4.0) .
  3. Penulis dapat mengirimkan artikel secara terpisah, mengatur distribusi non-eksklusif manuskrip yang telah diterbitkan dalam jurnal ini ke versi lain (misalnya, dikirim ke repositori institusi penulis, publikasi ke dalam buku, dll.), dengan mengakui bahwa manuskrip telah diterbitkan pertama kali di Jurnal Ekonomi Manajemen Sistem Informasi (JEMSI).