Musytari : Jurnal Manajemen, Akuntansi, dan Ekonomi

Vol. 25 No. 2 (2026): Musytari: Neraca Manajemen, Akuntasi, dan Ekonomi, ISSN 3025-9495
Articles

ANALYSIS E-WOM, USER TRUST, PERCEIVED VALUE, AND USER SATISFACTION IN SHAPING REPURCHASE INTENTION FOR GROUND TRANSPORT SERVICES IN ONLINE TRAVEL AGENT

pdf
  • Davinna Ardhana Putri,
  • Usep Suhud,
  • Nofriska Krissanya
Davinna Ardhana Putri
Universitas Negeri Jakarta
Usep Suhud
Universitas Negeri Jakarta
Nofriska Krissanya
Universitas Negeri Jakarta

Published 2026-01-08

Keywords

  • electronic word of mouth, user trust, perceived value, user satisfaction, repurchase intention, online travel agent, ground transportation

How to Cite

ANALYSIS E-WOM, USER TRUST, PERCEIVED VALUE, AND USER SATISFACTION IN SHAPING REPURCHASE INTENTION FOR GROUND TRANSPORT SERVICES IN ONLINE TRAVEL AGENT. (2026). Musytari : Jurnal Manajemen, Akuntansi, Dan Ekonomi, 25(2), 1311-1320. https://cibjournal.com/index.php/musytari/article/view/5879

Abstract

The rapid growth of online travel agents (OTAs) in Indonesia has intensified competition, particularly in ground transportation services such as trains, buses, car rentals, and airport transfers. This study aims to analyze the roles of electronic word of mouth (eWOM), user trust, perceived value, and user satisfaction in shaping repurchase intention toward ground transportation services on OTA platforms, specifically Traveloka and Tiket.com. A quantitative research design was employed using survey data collected from 266 users in Jakarta who had previously used ground transportation services via OTAs. Data were analyzed using Structural Equation Modeling (SEM) with AMOS.

The results indicate that perceived value and user satisfaction have a positive and significant effect on repurchase intention. Perceived value and user trust also significantly influence user satisfaction, highlighting the importance of value perception and trust formation in digital service experiences. However, the findings reveal that not all hypothesized relationships are significant, indicating that certain factors, such as eWOM, do not directly influence repurchase intention in the context of ground transportation services. These results suggest that ground transportation services possess distinct characteristics compared to other OTA categories, making operational reliability and experiential value more critical determinants of repeat usage.

This study contributes to the literature on consumer behavior in digital tourism services by extending the application of the Theory of Planned Behavior to the ground transportation context. Practically, the findings provide insights for OTA providers to prioritize service reliability, value creation, and customer satisfaction strategies to enhance customer retention.

 

 

 

pdf

Downloads

Download data is not yet available.

References

  1. Achmad Abyan Zharfan, & Nuruni Ika Kusuma W. (2023). Brand Image: As a Mediating Variable in the Relationship between E-WOM and Repurchase Intention of Teh Botol Sosro Products. Indonesian Journal of Business Analytics, 3(3), 589–606. https://doi.org/10.55927/ijba.v3i3.4817
  2. Adenin Arum Permata, & Fiska Kusumawati. (2025). The Influence of Electronic Word-of-Mouth (EWom) and Brand Image on Purchase Decisions Through Brand Trust at Saff & Co Among the Jakarta Gen Z. Journal of Management and Energy Business, 4(2). https://doi.org/10.54595/jmeb.v4i2.81
  3. Aditya, F. T., Mahrinasari, M., & Roslina, R. (2023). Influence of E-Service Quality, E-Trust, E-Satisfaction, and E-WOM on Repurchase Intention at Travel Media Online (Traveloka) in Indonesia. Journal Of Economics, Finance And Management Studies, 06(10). https://doi.org/10.47191/jefms/v6-i10-20
  4. Afinia, S., & Tjahjaningsih, E. (2024). Customer Satisfaction’s Influence on Repurchase Intention in Indonesia’s E-commerce Sector. Jurnal Informatika Ekonomi Bisnis, 634–639. https://doi.org/10.37034/infeb.v6i3.948
  5. Agustina, P. A., & Sugiarti, H. (2024). Structural Equation Modeling for the Influence of Effectiveness, Lifestyle, and Income Level on the Use of E-Wallet Services by Urban Workers’. Jurnal Ilmiah Sains, 70–79. https://doi.org/10.35799/jis.v24i1.54458
  6. Albayrak, M., & Ceylan, C. (2021). Effect of eWom on purchase intention: meta-analysis. Data Technologies and Applications, 55(5), 810–840. https://doi.org/10.1108/DTA-03-2020-0068
  7. Amado-Mateus, M., Guzmán-Rincón, A., & Ortega-Almonacid, F. D. (2025). Understanding online repurchase intention among young Colombian consumers: A relationship-based approach. Digital Business, 5(2). https://doi.org/10.1016/j.digbus.2025.100146
  8. Anastasiei, B., Dospinescu, N., & Dospinescu, O. (2024). Individual and product-related antecedents of electronic word-of-mouth. Aslib Journal of Information Management. https://doi.org/10.1108/AJIM-04-2024-0353
  9. Andhika, S., Farida2, N., & Ep, A. (2025). Pengaruh Website Quality, E-Trust, Dan E-Service Quality Terhadap Repurchase Intention Pada Pengguna Traveloka.Com Di Indonesia. In Jurnal Ilmu Administrasi Bisnis (Vol. 14, Issue 1). https://ejournal3.undip.ac.id/index.php/jiab
  10. Anggadwita, G., Ramadhanti, N., & Ghina, A. (2022). Pengaruh Persepsi Sosial Dan Orientasi Kewirausahaan Terhadap Niat Wirausaha Wanita Di Bandung. AdBispreneur, 6(3), 269. https://doi.org/10.24198/adbispreneur.v6i3.35063
  11. Ani, N., Noprisson, H., & Ali, N. M. (2020). Measuring usability and purchase intention for online travel booking: A case study. International Review of Applied Sciences and Engineering, 10(2), 165–171. https://doi.org/10.1556/1848.2019.0020
  12. Ardhiyanto, W., Kresnamurti Rivai P, A., & Febrilia, I. (2024). Pengaruh Electronic Word Of Mouth, Electronic Service Quality, Dan Persepsi Harga Terhadap Minat Pembelian Ulang Dengan Kepuasan Pelanggan Sebagai Variabel Intervening Pada Layanan Netflix Di Kota Bekasi. https://doi.org/10.53067/ijebef
  13. Aristio, A. P., Supardi, S., Hendrawan, R. A., & Hidayat, A. A. (2020). Analysis on purchase intention of Indonesian backpacker in accommodation booking through online travel agent. Procedia Computer Science, 161, 885–893. https://doi.org/10.1016/j.procs.2019.11.196
  14. Artikel, J., & Agustina Manullang, F. (2022). eCo-Buss 362 Pengaruh Service Quality, Trust dan Satisfaction Terhadap Repurchase Intention Pada Pengguna Online PT Great Seasons Travel.
  15. Auditya, E. K. (2025). Pengaruh Digital Marketing dan E-Service Quality Terhadap Repurchase Intention pada Pengguna Grabfood di Surabaya. Jurnal Manajemen Perhotelan, 11(1), 1–14. https://doi.org/10.9744/jmp.11.1.1-14
  16. Ayuwandani, M., Yasa, N. N. K., Wardana, I. M., & Rahanatha, G. B. (2025). effect of online customer reviews, brand trust, and customer experience on repurchase intention. International Research Journal of Management, IT and Social Sciences, 12(5), 388–404. https://doi.org/10.21744/irjmis.v12n5.2554
  17. BagusAgung Surya Ari Putra, I. (2021). The Role of Trust Mediates Effect of Customer Experience on Repurchase Intention. In American Journal of Humanities and Social Sciences Research (Issue 5). www.ajhssr.Com
  18. Bambang Winarko, H., & Husna, A. (2020). The Consumer Behavior Toward Online Travelling Agency (Ota): Evidence From Indonesia. International Journal of Tourism & Hospitality Reviews, 7(1), 20–29. https://doi.org/10.18510/ijthr.2020.713
  19. Bisnis, J., Bip’, P. (, Amadea, A., & Herdinata, C. (2025). Pengaruh E-Trust Dan Perceived Value Terhadap Repurchase Intention Pada E-Commerce Shopee. 14(2). http://jurnal.ukdc.ac.id/index.php/BIP
  20. Blanco-González, A., Cachón-Rodríguez, G., Díez-Martín, F., & Miotto, G. (2025). The effects of consumer perceived value on legitimacy and purchase intention. Academia Revista Latinoamericana de Administración, 1–18. https://doi.org/10.1108/ARLA-02-2025-0029
  21. Cahyadi, D., Pratama Indrianto, A., & Taupan Ramdani, D. (2025. Peran Information Security Awareness terhadap Kepercayaan Konsumen dalam Bertransaksi di E-Commerce. Jurnal Ipsikom, 13(1), 2025.
  22. Cahyaningtiyas, R. P., & Ludiya, E. (2024). Perceived Value terhadap Repurchase Intention yang Dimediasi Customer Trust pada E-Commerce Tokopedia di Kota Bandung. Journal of Management and Bussines (JOMB), 6(3), 1120–1129. https://doi.org/10.31539/jomb.v6i3.8848
  23. Chang, W. L., Chan, C. L., & Hsieh, Y. H. (2025). Antecedents of user satisfaction and trust in digital banking: an examination of the ISSM factors. International Journal of Bank Marketing, 43(8), 1756–1778. https://doi.org/10.1108/IJBM-04-2024-0232
  24. Chen, C.-W., Chih, M., & Nguyen, D. T. T. (2025). How e-commerce platform features impact post-adoption consumer behaviors: evidence from Vietnam’s online cosmetic sector. Asia Pacific Journal of Marketing and Logistics, 1–32. https://doi.org/10.1108/apjml-04-2025-0625
  25. Cheung, G. W., Cooper-Thomas, H. D., Lau, R. S., & Wang, L. C. (2024). Reporting reliability, convergent and discriminant validity with structural equation modeling: A review and best-practice recommendations. Asia Pacific Journal of Management, 41(2), 745–783. https://doi.org/10.1007/s10490-023-09871-y
  26. Choi, Y., & Suh, K. H. (2022). Verifying the usefulness of the theory of planned behavior model for predicting illegal use of online content: the role of outcome expectancies and social loafing. BMC Psychology, 10(1). https://doi.org/10.1186/s40359-022-00978-3
  27. Citra Ardila, F., Wibasuri, A., & Rika Lestari, W. (2025). Traveloka Booking Technology and Customer Satisfaction at Hotel Sahid Using TAM Model. 6(2), 575–586. https://doi.org/10.35912/jakman.v6i2.4105
  28. Croitoru, G., Capatina, A., Florea, N. V., Codignola, F., & Sokolic, D. (2024). A cross-cultural analysis of perceived value and customer loyalty in restaurants. European Research on Management and Business Economics, 30(3). https://doi.org/10.1016/j.iedeen.2024.100265
  29. Cung, F. G., Setianingsih, R., & Liaw Bunfa. (2023). Pengaruh Electronic Word Of Mouth dan Kepuasan terhadap Niat Beli Ulang Pelanggan Shopee. Jurnal Manajemen, 12(2), 52–67. https://doi.org/10.46806/jm.v12i2.979
  30. Cuong, D. T. (2025). The influence of utilitarian value, hedonic value, and online review on consumers’ satisfaction, trust, and repurchasing intention in e-commerce platforms. In Innovative Marketing (Vol. 21, Issue 2, pp. 105–118). LLC CPC Business Perspectives. https://doi.org/10.21511/im.21(2).2025.09
  31. Daniela Christine Farida Uli, P., & Laksmidewi, D. (2023). Web Design and Web Brand Image of Online Travel Agent: Its Effect on Purchase Intention Mediated by Trust. In International Journal of Science and Society (Vol. 5, Issue 1). http://ijsoc.goacademica.com
  32. Dash, G. (2023). Digitization-Marketing-4.0-and-Repurchase-Intention-in-E-Tail_-A-Cross-National-Study.
  33. Dash, G., Paul, J., Aggarwal, S., & Alharthi, M. (2025). Determinants of repurchase intention in E-commerce and the moderating role of risks: an emerging digital economy perspective. European Journal of Management and Business Economics, 1–19. https://doi.org/10.1108/EJMBE-11-2024-0389
  34. Dewi, A. S., Wulandari, A., Rahayu, A., & Hendrayati, H. (2023). Gaining User Satisfaction of KAI-Access: E‐Service Quality Dimensions as Antecedent Through E‐Trust. Asia Pacific Management and Business Application, 011(03), 363–378. https://doi.org/10.21776/ub.apmba.2023.011.03.8
  35. Ekombis Review -Jurnal, J., Ekonomi, I., Bisnis, D., Mulyana, A., Made, I. A., Meytha, E., & Wagini, ). (2023). Pemanfaatan Online Travel Agency (OTA) di Indonesia 1). Jurnal Ekombis Review, 11(2), 1179–1194. https://doi.org/10.37676/ekombis.v11i2
  36. Ekonomi, J., Perbankan, D., & Bisnis, A. (2023). The Effect Of Perceive Value, E-Lifestyle, And Online Promotion On Consumer Repurchase Intention On Kai Access Users In Indonesia Pengaruh Perceived Value, E-Lifestyle, Dan Promosi Online Terhadap Repurchase Intention Pada Pengguna Kai Access Di Indonesia Firly Nur Fajriani 1) , Arlin Ferlina Mochamad Trenggana 2). http://e-journal.stie-aub.ac.id/index.php/probank
  37. Fahlevi, R., & Afrina Sihombing, D. (2024). Perilaku Penggunaan Aplikasi Online Travel Agent (OTA) Oleh Konsumen Generasi Z Untuk Berwisata (Vol. 13, Issue 2).
  38. Falah, F., & Isa, M. (2025). The Influence Of Brand Image And Electronic Word Of Mouth On Purchase Intention Of The Originote Products By Tiktok Users With Brand Trust As A Mediator. In Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE (Vol. 8, Issue 1).
  39. Farsya, T. A., & Rachmawati, I. (2024). Pengaruh Innovation Terhadap Repurchase Intentions Melalui Customer Experience Pada Aplikasi Agoda.
  40. Fazri Wima Maulana, Kartika Puspitasari Arrochimmi, Kiki Dianti, N Nurkomalasari, & Adi Setiawan. (2024). The Influence of E-Service Quality and Service Features on Customer Trust in Gojek Application Users. Apollo: Journal of Tourism and Business, 2(2), 228–239. https://doi.org/10.58905/apollo.v2i2.300
  41. Ferdiananda Chadafi, M., Nur Sofyana, N., & Rahmah Chairani, Q. (2022). The Role of Electronic Word of Mouth on Consumer Satisfaction and Its Impact on Reusing the GoFood Food Delivery Service Application in Medan City The Role Of Electronic Word Of Mouth On Consumer Satisfaction And Its Impact On Reusing The Gofood Food Delivery Service Application In Medan City under a Creative Commons Attribution-NonCommercial 4.0 International License (CC BY-NC 4.0). Jurnal Ekonomi, 11(03). http://ejournal.seaninstitute.or.id/index.php/Ekonomi
  42. Galih Hindratna, P., & Suryono, I. A. (2025). Effect of Product Quality and eWOM on Repurchase Intention Mediated by Customer Satisfaction: Uniqlo Consumers in Yogyakarta. In Journal of Business and Organization Management: Vol. IV (Issue 1).
  43. Gani, L., Fonda, L., Prasetyo, S. H., & Gunadi, W. (2024). The Effect of Service Recovery on Customer Satisfaction, eWOM, and Repurchase Intention in the Online Travel Agent (OTA) Industry in Indonesia with Service Failure Severity as Moderator. Jurnal Manajemen Teknologi, 23(1), 1–18. https://doi.org/10.12695/jmt.2024.23.1.1
  44. Garcia, J. M., Freire, O. B. D. L., Santos, E. B. A., & Andrade, J. (2020). Factors affecting satisfaction and loyalty to online group buying. Revista de Gestao, 27(3), 211–228. https://doi.org/10.1108/REGE-02-2018-0037
  45. 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
  46. Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2019). MULTIVARIATE DATA ANALYSIS EIGHTH EDITION. www.cengage.com/highered
  47. Hair, J. F., Page, M., & Brunsveld, N. (2020). Essentials of Business Research Methods; Fourth Edition.
  48. Handoyo, S. (2024). Purchasing in the digital age: A meta-analytical perspective on trust, risk, security, and e-WOM in e-commerce. Heliyon, 10(8). https://doi.org/10.1016/j.heliyon.2024.e29714
  49. Hapsari, R., Clemes, M., & Dean, D. (2020). The Mediating Role of Perceived Value on the Relationship between Service Quality and Customer Satisfaction: Evidence from Indonesian Airline Passengers. Procedia Economics and Finance, 35, 388–395. https://doi.org/10.1016/s2212-5671(16)00048-4
  50. Harun, M., Taan, H., & Amir Isa, R. (2023). The Influence Of Trust And Satisfaction On Customer Loyalty For Gojek Online Transportation Applications In Gorontalo City. Manager : Jurnal Ilmu Manajemen, 6(1), 31–40. http://ejournal.uika-bogor.ac.id/index.php/Manager/about
  51. Hernani-Merino, M., Libaque-Saenz, C. F., & Dávalos, J. (2023). Antecedents and consequences of customer inspiration: a framework in the context of electronic device brands. Journal of Product and Brand Management, 32(7), 1093–1107. https://doi.org/10.1108/JPBM-12-2021-3799
  52. Hidajat, K., & Damayanti, W. (2022). Pengaruh e-satisfaction terhadap repurchase intention produk fashion dimediasi oleh electronic word of mouth (E-WOM). MBR (Management and Business Review), 6(2), 168–177. https://doi.org/10.21067/mbr.v6i2.7454
  53. Hong, C., Choi, E. K., Joung, H. W., & Kim, H. S. (2023). The impact of customer perceived value on customer satisfaction and loyalty toward the food delivery robot service. Journal of Hospitality and Tourism Technology, 14(5), 908–924. https://doi.org/10.1108/JHTT-11-2022-0305
  54. Hsiao, M. H. (2022). Post-purchase behaviour from customer perceived value of mobile payment services. Journal of Modelling in Management, 17(4), 1524–1543. https://doi.org/10.1108/JM2-11-2020-0293
  55. Imbayani, I. G. A., Anggraini, N. P. N., & Novarini, N. N. A. (2025). Increasing Repurchase Intention: The Mediating Role of Utilitarian Value and Experience in Perceived Ease of Use. International Journal of Social Science and Business, 9(1), 01–15. https://doi.org/10.23887/ijssb.v9i1.84576
  56. Itasari, A. A., Hindra Hastuti, N., & Supriyadi, A. (2020). Pengaruh Word of Mouth, Electronic Word of Mouth dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan. 5(2). https://doi.org/10.21111/ejoc.v5i2.5069
  57. Jaolis, F. (2020). Multifaceted relational forms in franchise organizations: The role of the franchisor brand. Petra International Journal of Business Studies, 1(1), 23–34. https://doi.org/10.9744/ijbs.1.1.23-34
  58. Jayani, D. H. (2020). Pasar travel online Indonesia tertinggi di Asia Tenggara. Katadata. https://databoks.katadata.co.id/layanan-konsumen-kesehatan/statistik/426f599cbe5312c/pariwisata-tumbuh-potensi-travel-online-indonesia-tertinggi-di-asia-tenggara
  59. Jurnal, H., Ramadhan, N., Assegaff, S., & Riza Pahlevi, M. B. (2022). Analisis Pengaruh Kepercayaan dan Keamanan Terhadap Keputusan Pembelian Secara Online pada Situs Traveloka. In Sains dan Teknologi (Vol. 1, Issue 2).
  60. Kashyap, A. K., & Kumar, A. (2024). Application of theory of planned behaviour in determining attitude and to measure purchase intention under the fear of Covid-19. Cogent Business and Management, 11(1). https://doi.org/10.1080/23311975.2024.2376108
  61. Kualitas Situs Web Terhadap Niat Pembelian Ulang Dengan Peran Perantara Nilai Yang Dirasakan Very Panjaitan, P. A., Afrizal, D., & Qamara, N. (2025). The Effect Of Website Quality On Repurchase Intention With The Mediation Of Perceived Value. In Management Studies and Entrepreneurship Journal (Vol. 6, Issue 4). http://journal.yrpipku.com/index.php/msej
  62. Kurniadi, H., & Rana, J. A. S. (2023). The power of trust: How does consumer trust impact satisfaction and loyalty in Indonesian digital business? Innovative Marketing, 19(2), 236–249. https://doi.org/10.21511/im.19(2).2023.19
  63. Kurniawan, I., & Husin, A. E. (2023). Analisis Faktor – Faktor yang Berpengaruh dalam Implementasi Konsep Green Untuk Peningkatan Kinerja Biaya menggunakan Structural Equation Modelling-Partial Least Square (SEM-PLS). TEKNIK, 44(1), 57–69. https://doi.org/10.14710/teknik.v44i1.49522
  64. Le, T. T., Phan, H. N., Vo, H. T. U., Bui, L. K. L., & Tran, H. T. (2025). How brand experience and perceived value drive word-of-mouth and repurchase intention in F&B industry. British Food Journal, 127(7), 2399–2416. https://doi.org/10.1108/BFJ-10-2024-1091
  65. Leon, J., Simanjuntak, F., & Firmansyah, M. D. (2025). Gen Z’s Interest in Online Travel Agencies in Indonesia: A Modified UTAUT2. G-Tech: Jurnal Teknologi Terapan, 9(1), 245–254. https://doi.org/10.70609/gtech.v9i1.6191
  66. Lista, M. W. (2025). Pengaruh E-Wom, Kualitas Pelayanan, dan Keputusan Pembelian Terhadap Kepuasan Konsumen pada Shopee. 1(4). https://doi.org/10.63217/efisiensi.v1i4
  67. Manajemen, J., Transportasi, B., Logistik, D., Marina, S., Setiawati, A., & Salehati, A. (2020). E-Service Quality dan Repurchase Intention Pada Travel Agent Online di Wilayah DKI Jakarta E-Service Quality dan Repurchase Intention Pada Travel Agent Online di Wilayah DKI Jakarta E-Service Quality and Repurchase Intention of Online Travel Agents in DKI Jakarta (Vol. 6, Issue 2). https://journal.itltrisakti.ac.id/index.php/jmbtl
  68. Mason, M. C., Oduro, S., Umar, R. M., & Zamparo, G. (2023). Effect of consumption values on consumer behavior: a Meta-analysis. Marketing Intelligence and Planning, 41(7), 923–944. https://doi.org/10.1108/MIP-03-2023-0100
  69. Masruroh, I., Sumartik, D., & Komala, S. (2024). Eservice Quality Trust Brand Image Customer Loyalty Dynamics (Kualitas Layanan Kepercayaan Citra Merek Loyalitas Pelanggan Dinamika). In Journal of Business Economics and Agribusiness (Vol. 1, Issue 3). https://economics.pubmedia.id/index.php/jbea
  70. Miao, M., Jalees, T., Zaman, S. I., Khan, S., Hanif, N. ul A., & Javed, M. K. (2022). The influence of e-customer satisfaction, e-trust and perceived value on consumer’s repurchase intention in B2C e-commerce segment. Asia Pacific Journal of Marketing and Logistics, 34(10), 2184–2206. https://doi.org/10.1108/APJML-03-2021-0221
  71. Mufashih, M., Maulana, A., & Shihab, M. S. (2023). The Influence of Product Quality, Electronic Word of Mouth and Brand Image on Repurchase Intention in Coffee-To-Go Stores with Consumer Satisfaction as Intervening Variables. International Journal of Social Service and Research, 3(8), 1958–1970. https://doi.org/10.46799/ijssr.v3i8.498
  72. Nasrulloh, R. S., Rohim, A. N., & Idries, F. A. (2025). Analysis of the Influence of E-Wom on Repurchase Intention: the Mediating Role of Customer Loyalty and Satisfaction. Studi Akuntansi, Keuangan, Dan Manajemen, 4(2), 337–349. https://doi.org/10.35912/sakman.v4i2.3940
  73. Ngo, T. T. A., Bui, C. T., Chau, H. K. L., & Tran, N. P. N. (2024). Electronic word-of-mouth (eWOM) on social networking sites (SNS): Roles of information credibility in shaping online purchase intention. Heliyon, 10(11). https://doi.org/10.1016/j.heliyon.2024.e32168
  74. Nguyen, D. T. B., & Nguyen, V. T. K. (2024). The Impact of Electronic Word-of-Mouth on the Purchase Intention of Tourists on Online Hotel Booking Applications. International Journal of Asian Business and Information Management, 15(1). https://doi.org/10.4018/IJABIM.342086
  75. Novi Julianti, & Helmy Ivan Taruna. (2024). Pengaruh Faktor Kepercayaan, Keamanan Transaksi dan Kualitas Pelayanan Terhadap Keputusan Pembelian Online pada Aplikasi Shopee Bagi Pengguna di Kota Depok. Jurnal Manajemen Bisnis Digital Terkini, 1(3), 262–277. https://doi.org/10.61132/jumbidter.v1i3.278
  76. Nurayni, D. (2023). Pengaruh E-Service Quality, E-Satisfaction Dan E-Trust Terhadap Customer Loyality Pengguna Aplikasi Mobile Kai Access (Studi pada pengguna Aplikasi Mobile KAI Acces Semarang).
  77. Nurrachmi, B. F. (2024). 9208-Article Text-21755-1-10-20240510.
  78. Oktaviani, D., Djoko Sulistiyo, T., & Sugiharto, T. (2025). Peran Intention To Revisit Dan Value Co-Creation Dalam Menciptakan Loyalitas Di Ekosistem Online Travel Agent. 12(2). http://ejournal.bsi.ac.id/ejurnal/index.php/jp
  79. Ovidani, Z., & Hidajat, W. (2020). Pengaruh Kualitas Pelanggan Pada Hotel Dafam Semarang.
  80. Pambudi, R., Manggabarani, A. S., Supriadi, Y. N., & Setiadi, I. K. (2025). Boosting repurchase rates in B2C e-commerce: the role of customer satisfaction and relationship factors. Multidisciplinary Science Journal, 7(3). https://doi.org/10.31893/multiscience.2025096
  81. Permana, K. K., Eprianto, I., Fauzi, A., Minarny, T., Widyarora, S., & Fajriansyah, D. N. (2025). Pengaruh Keamanan Data Pribadi Terhadap Kepercayaan Pengguna di Era Tranformasi Digital: Studi Kasus pada Aplikasi Mobile Banking. Orbit : Jurnal Ilmu Multidisiplin Nusantara, 1(2), 51–60. https://doi.org/10.63217/orbit.v1i2.84
  82. Pramudita, A. S., Bisma, M. A., & Guslan, D. (2020). Determinants Factor of Accommodation Online Buying through Online Travel Agent (OTA). Asia Pacific Management and Business Application, 009(02), 83–98. https://doi.org/10.21776/ub.apmba.2020.009.02.1
  83. Prasetya, D. A., Sari, A. P., Riyantoko, P. A., & Fahrudin, T. M. (2023). The Effect of Information Quality and Service Quality on User Satisfaction of the Government of Kabupaten Malang. TIERS Information Technology Journal, 4(1), 32–42. https://doi.org/10.38043/tiers.v4i1.4328
  84. Prihartono, B., Ismantia, K. R., & Fahlevi, F. (2023). Development of Customer Loyalty Model on Online Transportation Service: A Case Study in Indonesia. Jurnal Teknik Industri, 24(1), 1–16. https://doi.org/10.22219/jtiumm.vol24.no1.1-16
  85. Purnamasari, D. S., & Fadli, J. A. (2024). The Influence Of Perceived Quality On Repurchase Intention With The Mediating Customer Satisfaction And Perceived Value Of Cosmetic Products In Jabodetabek. Jurnal Ilmiah Manajemen Kesatuan, 11(3). https://doi.org/10.37641/jimkes.v11i3.2311
  86. Purnamasari, I., & Suryandari, R. T. (2023). Effect of E-Service Quality on E-Repurchase Intention in Indonesia Online Shopping: E-Satisfaction and E-Trust as Mediation Variables. European Journal of Business and Management Research, 8(1), 155–161. https://doi.org/10.24018/ejbmr.2023.8.1.1766
  87. Putri Maulidiah, E., & Budiantono, B. (2023). Pengaruh Fasilitas Terhadap Kualitas Pelayanan Serta Implikasinya Pada Kepuasan Pelanggan. 2(3).
  88. Putu Puspita Sari Sastradi Putri, & Cut Irna Setiawati. (2021). alvyned,+11-JAM+VOL+19+No+4+DECEMBER+2021.
  89. Qiu, N., Li, H., Pan, C., Wu, J., & Guo, J. (2024). The study on the relationship between perceived value, satisfaction, and tourist loyalty at industrial heritage sites. Heliyon, 10(17). https://doi.org/10.1016/j.heliyon.2024.e37184
  90. Rahmadani, P. (2025). Ekombis Review-Jurnal Ilmiah Ekonomi dan Bisnis The Effect Of Perceived Value On Repurchase Intention Of Skechers Shoe Products With Brand Love As A Mediating Variable. Ekombis Review: Jurnal Ilmiah Ekonomi Dan Bisnis, 13(3), 3125–3134. https://doi.org/10.37676/ekombis.v13i3
  91. Research Unit in Business Sciences. (2020). https://doi.org/10.54499/UIDP/04630/2020
  92. Rizky Ramadhan, R. (2025). The Effect Of Digital Service Quality And Customer Trust On Shopee E-Commerce Customer Loyalty In Cirebon. In Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE (Vol. 8, Issue 3).
  93. Rodrigues Maia, C., Lerch Lunardi, G., Bittencourt Dolci, D., & da Silva Añaña, E. (2021). The effects of brand and online reviews on consumer trust and purchase intentions in developing countries: the case of the online travel agencies in Brazil. https://doi.org/10.15728/bbr.2022.19.3.4.en
  94. Sahir, S. H., Suginam, S., & Fahlevi, M. (2021). Online Travel Agency Marketing Strategy: Implications For Consumer Repurchase Decision. Ekuitas (Jurnal Ekonomi Dan Keuangan), 5(2). https://doi.org/10.24034/j25485024.y2021.v5.i2.4664
  95. Sánchez-González, G., & González-Fernández, A. M. (2021). The Influence of Quality on eWOM: A Digital Transformation in Hotel Management. Frontiers in Psychology, 11. https://doi.org/10.3389/fpsyg.2020.612324
  96. Sandra, R. Y., & Evanita, S. (2022). MMS Marketing Management Studies Influence of electronic word-of-mouth on repurchase intention among ShopeeFood users in Padang City: The mediating role of brand Image. Marketing Management Studies, 5(1), 58–72. https://doi.org/10.24036/mms.v5i1.592
  97. Sarah, S., Ilmi, N., Usman, O., & Fidhyallah, N. F. (2022). The Influence of Perceived Value, Perceived Usefulness, and Perceived Price on Purchasing Decisions and Its Impact on Customer Satisfaction among Generation Z (Study on Premium Dating App Bumble Features)
  98. Sarker, B. K., Sarker, D. K., Shaha, S. R., Saha, D., & Sarker, S. (2024). Why Apply SPSS, SmartPLS and AMOS: An Essential Quantitative Data Analysis Tool for Business and Social Science Research Investigations. International Journal of Research and Innovation in Social Science, VIII(IX), 2688–2699. https://doi.org/10.47772/ijriss.2024.8090224
  99. Setyaning, A. N. A., & Nugroho, S. S. (2020). The influence of website characteristics on customer satisfaction and E-WOM in Indonesia. Jurnal Siasat Bisnis, 24(2), 148–167. https://doi.org/10.20885/jsb.vol24.iss2.art5
  100. Shahrul Wijayanto, K., & Ibnu Fitroh Sukono Putra, F. (2023). Pengaruh E-Trust, E-Service Quality, Harga Dan Kualitas Web Terhadap E-Satisfaction Pengguna Traveloka. 3(2), 144–157. http://journal.stiestekom.ac.id/index.php/dinamikapage144
  101. Sharma, N., & Fatima, J. (2024). Influence of perceived value on omnichannel usage: Mediating and moderating roles of the omnichannel shopping habit. Journal of Retailing and Consumer Services, 77. https://doi.org/10.1016/j.jretconser.2023.103627
  102. Slamet, & Ulil Albab, A. (2023). Electronic Word-of-Mouth Analysis and its Impact on Purchase Decisions: Studies on “Millennial and Z” Generation. European Journal of Business and Management Research, 8(6), 175–181. https://doi.org/10.24018/ejbmr.2023.8.6.2203
  103. Soleimani, M. (2022). Buyers’ trust and mistrust in e-commerce platforms: a synthesizing literature review. Information Systems and E-Business Management, 20(1), 57–78. https://doi.org/10.1007/s10257-021-00545-0
  104. Sözbilir, F. (2021). Development and validation of an industry 4.0 adaptation potential scale (4iraps). Technological and Economic Development of Economy, 27(3), 704–721. https://doi.org/10.3846/tede.2021.14513
  105. Sudaryanto, S., Fauziyyah, S., & Aulia Maharani, H. (2024). The Influence Of E-Trust On Repurchase Intention With E-Satisfaction As An Intervening Variable In The Access By Kai Application. Journal of Management and Engineering Sciences, 62–70. https://doi.org/10.61552/jmes.2024.02.005
  106. Talwar, S., Dhir, A., Kaur, P., & Mäntymäki, M. (2020). Barriers toward purchasing from online travel agencies. International Journal of Hospitality Management, 89. https://doi.org/10.1016/j.ijhm.2020.102593
  107. Tio, J., & Siregar, O. M. (2025). The Relationship Between Customer Experience and Perceived Quality with Repurchase Intentions on Gojek Services. JOURNAL OF HUMANITIES SOCIAL SCIENCES AND BUSINESS (JHSSB), 4(3), 591–607. https://doi.org/10.55047/jhssb.v4i3.1743
  108. Tran, D. T., Nguyen, K. T., Huynh, D. van, & Stangl, B. (2025). Satisfaction with response: The impact on potential customers’ perceived service quality and intent to stay. Annalys of Tourism Research Empirical Insights, 6(1). https://doi.org/10.1016/j.annale.2025.100179
  109. Tzafilkou, K., Perifanou, M., & Economides, A. A. (2022). Development and validation of students’ digital competence scale (SDiCoS). International Journal of Educational Technology in Higher Education, 19(1). https://doi.org/10.1186/s41239-022-00330-0
  110. Valentino Pentury, L., Sugianto, M., Remiasa, M., Manajemen Perhotelan, P., Studi Manajemen, P., & Ekonomi, F. (2020). Purchase Intention Pada Hotel Bintang Tiga Di Bali. Jurnal Manajemen Perhotelan, 5(1), 26–35. https://doi.org/10.9744/jmp.5.1.26-36
  111. Vardari, L., & Hameli, K. (2025). Perceived benefits, trust and social influence in FinTech: pathways to adoption and satisfaction in a developing economy. Global Knowledge, Memory and Communication. https://doi.org/10.1108/GKMC-02-2025-0137
  112. Verma, D., Dewani, P. P., Behl, A., & Dwivedi, Y. K. (2023). Understanding the impact of eWOM communication through the lens of information adoption model: A meta-analytic structural equation modeling perspective. Computers in Human Behavior, 143. https://doi.org/10.1016/j.chb.2023.107710
  113. Vo, N. T., Hung, V. V., Tuckova, Z., Pham, N. T., & Nguyen, L. H. L. (2022). Guest Online Review: An Extraordinary Focus on Hotel Users’ Satisfaction, Engagement, and Loyalty. Journal of Quality Assurance in Hospitality and Tourism, 23(4), 913–944. https://doi.org/10.1080/1528008X.2021.1920550
  114. Vu, T. P., & Nguyen, D. T. (2025). The links between e-logistics service quality, attitude and repurchase intention of Gen Z in e-commerce. Journal of Trade Science, 13(2), 87–109. https://doi.org/10.1108/jts-12-2024-0072
  115. Widodo, T., & Krisma Maylina, N. L. P. (2022). The mediating role of perceived value and social media word-of-mouth in the relationship between perceived quality and purchase intention. Jurnal Manajemen Dan Pemasaran Jasa, 15(1), 49–68. https://doi.org/10.25105/jmpj.v15i1.9468
  116. Yadav, N., Verma, S., & Chikhalkar, R. (2024). Online reviews towards reducing risk. Journal of Tourism Futures, 10(2), 299–316. https://doi.org/10.1108/JTF-01-2022-0016
  117. Yenchristie, F. A., & Efendi. (2025). THE IMPACT OF E-SERVICE QUALITY ON USER SATISFACTION OF ONLINE HEALTH SERVICE WITH TRUST AS A MEDIATOR. Jurnal Manajemen, 22(1), 55–78. https://doi.org/10.25170/jm.v22i1.5162
  118. Yuvita, H., Maretha, F., Oktanisa, S., Herawati, Y., Andriani, N., Permatasari, I., Administrasi Bisnis, J., Negeri Sriwijaya, P., & Selatan, S. (2023). Analisis Faktor Penentu Customer Repurchase Intention Pada Online Travel Agent (Ota) Traveloka Informasi Artikel. In Jurnal Riset Akuntansi Tridinanti (Vol. 5, Issue 1). https://ejournal.univ-tridinanti.ac.id/index.php/ratri/index
  119. Zhang, H., Deng, H., Sun, Q., & Zhu, L. (2025). Customer satisfaction in online-to-offline commerce: a fresh product perspective. British Food Journal, 127(13), 284–300. https://doi.org/10.1108/BFJ-10-2024-1059
  120. Zhang, N., Liu, R., Zhang, X. Y., & Pang, Z. L. (2021). The impact of consumer perceived value on repeat purchase intention based on online reviews: by the method of text mining. Data Science and Management, 3, 22–32. https://doi.org/10.1016/j.dsm.2021.09.001
  121. Zhao, Y., Wang, L., Tang, H., & Zhang, Y. (2020). Electronic word-of-mouth and consumer purchase intentions in social e-commerce. Electronic Commerce Research and Applications, 41. https://doi.org/10.1016/j.elerap.2020.100980

Most read articles by the same author(s)

Similar Articles

You may also start an advanced similarity search for this article.