Brand Image, Customer Engagement, and Web Design Quality: Their Influence toward Online Repurchase Intentions

This research focuses on the role of brands in increasing repurchase intention through good relationships and trust formed with consumers. This study aimed to examine and analyze the effect of brand image, customer involvement, and web design quality on online repurchase intentions, in this case, for hotel reservations in the traveloka application through the mediation of electronic trust. The population used in this study are consumers who have made hotel reservations using the Traveloka application in Malang- Indonesia. The sampling technique in this study was purposive sampling. The sample used in this study was 170 respondents. The analytical method used in this study is Partial Least Square (PLS) using the Smart Modeling Partial Least Squares application. The results showed that the three independent variables, namely brand image, customer involvement, web design quality, and the electronic trust mediation variable, had a significant effect on online repurchase intentions for hotel reservations in the application. They also significantly affect electronic trust. Moreover, electronic trust can provide a Partial mediation role (partially mediate) in the relationship between brand image, customer involvement, and web design quality on online repurchase intentions for hotel reservations in the traveloka application.