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Rika Aulia
Universitas Islam Nahdlatul Ulama Jepara
Economics, Econometrics & Finance

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THE EFFECT OF CUSTOMER EXPERIENCE AND FEAR OF MISSING OUT (FOMO) ON REPURCHASE INTENTION THROUGH CUSTOMER TRUST AS AN INTERVENTION VARIABLE (SKINTIFIC CUSHIONE SURVEY ON SHOPEE) Rika Aulia; Nurul Komariyatin
MANAJEMEN DEWANTARA Vol 9 No 2 (2025): MANAJEMEN DEWANTARA
Publisher : Universitas Sarjanawiyata Tamansiswa

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30738/md.v9i3.20739

Abstract

In addition to its significant market potential, the Indonesian cosmetics industry is also a highly sought-after sector by domestic players, as it competes with various international brands. This intensifies competition and encourages cosmetics companies, particularly local producers, to stand out in the eyes of potential consumers, ultimately leading to repeat purchases, transacting with a particular company, and becoming its customers. This study aims to determine the influence of customer experience and brand image, as well as FEAR OF MISSING OUT (FOMO), on repurchase intention for a skintific cushion product on the Shopee platform, mediated by cstomer trust. This study used PLS-SEM as the analysis technique and was processed using SmartPLS software version 4.0. The results of the analysis indicate that: Based on the data above, the analysis results indicate that customer experience and FEAR OF MISSING OUT (FOMO) influence repurchase intention, with customer trust as an intervening variable.
EFFECT OF CUSTOMER EXPERIENCE AND FEAR OF MISSING OUT (FOMO) ON REPURCHASE INTENTION THROUGH CUSTOMER TRUST AS AN INTERVENTION VARIABLE : SKINTIFIC CUSHIONE SURVEY ON SHOPEE Rika Aulia
MANAJEMEN DEWANTARA Vol 9 No 3 (2025): MANAJEMEN DEWANTARA
Publisher : Universitas Sarjanawiyata Tamansiswa

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

The rapid growth of e-commerce in Indonesia has reshaped consumer behavior in the beauty industry, with Shopee leading the market and Skintific cushion gaining strong popularity. Despite this, maintaining repurchase intention remains a challenge. This study investigates the effect of customer experience and fear of missing out (FOMO) on repurchase intention, with customer trust as a mediating variable. Using a quantitative method, 105 Shopee users who had purchased Skintific cushion were surveyed through questionnaires, and the data were analyzed with PLS-SEM (smartpls 4.0). The results indicate that customer experience positively and significantly affects customer trust, and customer trust in turn significantly drives repurchase intention. However, FOMO does not significantly influence customer trust or repurchase intention. Mediation analysis further shows that customer experience impacts repurchase intention through customer trust, while FOMO does not. This study emphasizes that improving customer experience and strengthening trust are more effective strategies than relying on FOMO- driven marketing
Co-Authors Nurul Komariyatin