Driving Word of Mouth in E-commerce: The Impact of Service Quality, Customer Experience, and Repurchase Intention on TikTok Shop

Abstract

The rapid growth of e-commerce and social commerce platforms demands a thorough understanding of customer behavior, which is vital for business success. This study examines the impact of e-service quality, customer satisfaction, customer trust, and repurchase intention on word of mouth among TikTok Shop customers. A quantitative approach was employed, with data collected through online questionnaires distributed to 220 respondents via Google Forms, using non-probability convenience sampling. Data were analyzed using Structural Equation Modeling (SEM) with the PLS program. The findings reveal that e-service quality positively and significantly influences customer trust, customer satisfaction, repurchase intention, and word of mouth. Furthermore, customer trust has a positive and significant effect on repurchase intention and word of mouth (β = 0.724, P = .001). Additionally, customer satisfaction significantly enhances customer trust, repurchase intention, and word of mouth. Finally, repurchase intention has a positive and significant impact on word of mouth. These results highlight the importance of e-service quality in driving customer satisfaction and positive word of mouth in social commerce platforms. The study focuses solely on TikTok Shop, which may limit generalizability to other e-commerce platforms.