The Role of Customer Satisfaction in Mediating the Effect of Product Quality and Service Quality on Customers’ Repurchase Intention of a Coffee Shop in Bali, Indonesia



Abstract Views
1851

Downloads
1159

Citations

Share

##plugins.themes.bootstrap3.article.sidebar##

Submitted Aug 6, 2023
Published Sep 26, 2023
10.24018/ejbmr.2023.8.5.2138

Abstract viewed = 1851 times

Table of Contents

##plugins.themes.bootstrap3.article.main##

Repurchasing intention is described as the behaviour of consumers in making repeated purchases of products that have been purchased previously. The positive feedback consumers receive after purchase creates repurchase intentions. Good repurchase intentions are influenced by many factors, i.e., product and service quality and customer satisfaction. This research was conducted to determine how product and service quality affect intention to make repeated purchases with customer satisfaction as mediation, with 119 respondents. Data was gathered using a questionnaire and analyzed using SmartPLS. Results imply that Product and Service quality has a significant positive effect on satisfaction and repurchase intentions. Customer satisfaction positively affects repurchasing intentions and mediates the relationship between product quality and service quality towards repurchase intentions.

Keywords: customer satisfaction repurchase intention product quality service quality

Downloads

Download data is not yet available.

References

  1. Girsang, N. M., Rini, E. S., & Gultom, P. (2020). The effect of brand image and product quality on repurchase intention with customer satisfaction as intervening variables in consumers of skincare Oriflame users – A study on students of North Sumatra University Faculty of Economics and Business. European Journal Of Management And Marketing Studies, 1(5), 1–12.
     Google Scholar
  2. Gunawan, A., Yunikewaty, Y., & Meitiana, M. (2023). Pengaruh kualitas pelayanan terhadap niat beli ulang melalui kepuasan pada swalayan KPD di Palangka Raya [The influence of service quality on repurchase intention through satisfaction at KPD supermarkets in Palangka Raya]. Media Bina Ilmiah, 17(6), 1185-1194.
     Google Scholar
  3. Halim, G. C., & Suparna, G. (2021). The role of brand image mediates the effect of product quality on repurchase decision of GuluGulu Drinkin Denpasar City. American Journal of Humanities and Social Sciences Research, 1(1), 398–407.
     Google Scholar
  4. Ishmael, I., & Dei, R. (2018). Effects of service quality and customer satisfaction on repurchase intention in restaurants on University of Cape Coast campus. Journal of Tourism, Heritage & Services Marketing, 4(1), 27–36.
     Google Scholar
  5. Khasbulloh, A. H. K., & Suparna, G. (2022). Effect of perceived risk and perceived value on customer loyalty through customer satisfaction as intervening variables on Bukalapak users. European Journal of Business and Management Research, 7(4), 22-28.
    DOI  |   Google Scholar
  6. Maf’idayu, N., & Vania, A. (2022). Service quality terhadap repurchase intention di mediasi oleh customer satisfaction [Service quality on repurchase intention is mediated by customer satisfaction]. Revitalisasi: Jurnal Ilmu Manajemen, 11(1), 54–62.
    DOI  |   Google Scholar
  7. Nazarani, M. R., & Suparna, G. (2021). The effect of luxury brand, brand image, and product quality on purchase intention. American Journal of Humanities and Social Sciences Research, 1(2), 1–12.
     Google Scholar
  8. Pradnyana, I. B. P., & Suryanata, I. G. N. P. (2021). Pengaruh harga, promosi dan kualitas pelayanan terhadap brand image grab dengan kepuasan konsumen [The influence of price, promotion and service quality on brand image grab and consumer satisfaction]. E-Jurnal Manajemen Universitas Udayana, 10(1), 1–12.
    DOI  |   Google Scholar
  9. Pratama, C. S., & Yulianthini, N. N. (2022). Pengaruh kualitas produk dan kepuasan pelanggan terhadap niat membeli kembali air kemasan merek Yeh Buleleng di Kota Singaraja [The influence of product quality and customer satisfaction on the intention to repurchase Yeh Buleleng brand bottled water in Singaraja City]. Prospek: Jurnal Manajemen Dan Bisnis, 4(2), 213–222.
     Google Scholar
  10. Putri, K. T. K., & Sukawati, T. G. R. (2020). The role of trust mediates the effect of customer satisfaction on repurchase intention (Study on consumer Chatime) in Denpasar City. American Journal of Humanities and Social Sciences Research, 7(1), 1–12.
     Google Scholar
  11. Rahmawati, D., Rahadhini, M. D., & Sumaryanto, S. (2020). Pengaruh store atmosphere dan kualitas produk terhadap niat beli ulang dengan kepuasan konsumen sebagai variabel mediasi (Survei pada konsumen Marakez Café di Surakarta) [The influence of store atmosphere and product quality on repurchase intentions with consumer satisfaction as a mediating variable (Survey of Marakez Café consumers in Surakarta)]. Jurnal Ekonomi Dan Kewirausahaan, 20(1), 1–12.
    DOI  |   Google Scholar
  12. Raman, P. (2019). Understanding female consumers intention to shop online: The role of trust, convenience and customer service. Asia Pacific Journal of Marketing and Logistics, 31(4), 1138-1160.
    DOI  |   Google Scholar
  13. Sandy, N. F., & Aquinia, A. (2022). Pengaruh citra merek, kualitas pelayanan, dan persepsi harga terhadap niat beli ulang [The influence of brand image, service quality, and price perception on repurchase intention]. Jesya (Jurnal Ekonomi Dan Ekonomi Syariah), 5(1), 801-809.
    DOI  |   Google Scholar
  14. Sari, D. A. T., & Giantari, I. G. A. K. (2020). Role of consumer satisfaction in mediating effect of product quality on repurchase intention. International Research Journal of Management, IT and Social Sciences, 7(1), 217–226.
    DOI  |   Google Scholar
  15. Sari, N. M. D. S., & Jatra, I. M. (2019). Peran kepuasan pelanggan dalam memediasi pengaruh kualitas produk terhadap loyalitas pelanggan KFC di Kota Denpasar [The role of customer satisfaction in mediating the influence of product quality on KFC customer loyalty in Denpasar City]. E-Jurnal Manajemen Universitas Udayana, 8(12), 7349–7360.
    DOI  |   Google Scholar
  16. Sastrawan, I. P. A., & Suparna, G. (2021). The role of consumer satisfaction in mediation the effect of sales promotion on repurchase intentions during the Covid-19 pandemic. American International Journal of Business Management (AIJBM), 4(8), 61-68.
     Google Scholar
  17. Widyasari, K. A., & Suparna, G. (2022). The role of brand image in mediating the effect of celebrity endorsers on repurchase intention. European Journal of Business and Management Research, 7(3), 79-183.
    DOI  |   Google Scholar
  18. Wijaya, A. H., & Hapsari, R. D. V. (2022). Pengaruh citra merek, kualitas produk dan promosi terhadap niat pembelian ulang produk erigo. Jurnal Manajemen Pemasaran Dan Perilaku Konsumen, 1(3), 1–12.
     Google Scholar
  19. Wiradarma, I. W. A., & Respati, N. N. R. (2020). Peran customer satisfaction memediasi pengaruh service quality terhadap repurchase intention pada pengguna lazada di denpasar. E-Jurnal Manajemen Universitas Udayana, 9(2), 637-657.
    DOI  |   Google Scholar
  20. Yaeri, K., Qiran, W., & Taewoo, R. (2021). Do information and service quality affect perceived privacy protection, satisfaction, and loyalty? Evidence from a Chinese O2O-based mobile shopping application, Telematics and Informatics. Journal of Management, 56(1), 101–113.
    DOI  |   Google Scholar