E-commerce keeps growing and developing all over the world. The
number of online shopping sites is increasingly over time. The number of ecommerce users in Indonesia keeps increasing and it is expected to reach 43.9
million people by 2022. There are a lot of benefits for companies and users
created by e-commerce; nevertheless, it also had disadvantages and serious
problems. There are so many service failures that experienced by the customers of
the e-commerce. The object of study is Bukalapak because based on the
observation; it found that many service failures occurred. The main objective of
this study is to examine the effect of service failure severity and agreeableness on
consumer switchover intention with the mediating role of consumer forgiveness in
the aftermath of service failure. The study is used non-probability sampling
method, which is convenience sampling. In total, 190 consumers of Bukalapak in
Indonesia were given a hypothetical service failure situation and their response
was collected through an online survey. The findings reveal that service failure
severity has a direct positive effect on switchover intention. Agreeableness is
significantly positively related to switchover intention. Consumer forgiveness
cannot be a mediator between service failure severity and agreeableness toward
switchover intention.