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All Journal Syntax Literate: Jurnal Ilmiah Indonesia International Journal of Applied Finance and Business Studies Sultra Journal of Economic and Business Volatilitas : Jurnal Manajemen Dan Bisnis
Runanto, Dedi
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Law, Crime, Criminology & Criminal Justice Social Sciences Other

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Influence of brand experience, customer review and customer satisfaction on repurchase intention among erigo customers on shopee Febryhardo, Bhangkit; Ekowati, Titin; Runanto, Dedi
International Journal of Applied Finance and Business Studies Vol. 13 No. 4 (2026): March: Applied Finance and Business Studies
Publisher : Trigin Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/ijafibs.v13i4.456

Abstract

This study aims to analyze the influence of brand experience, customer reviews, and customer satisfaction on repurchase intention among Erigo customers on the Shopee marketplace. The research adopts a quantitative approach using a survey method, with a sample of 120 respondents who have previously purchased Erigo products through Shopee. The variables examined include brand experience (sensory, emotional, intellectual, and behavioral), customer reviews (argument quality, volume, valence, timeliness, and source credibility), customer satisfaction (expectation confirmation, willingness to repurchase, and willingness to recommend), and repurchase intention (transactional, explorative, preferential, and referential interest). Data were analyzed using multiple linear regression with SPSS 25.0, and all measurement instruments met validity and reliability requirements, with Cronbach’s alpha values exceeding 0.70. The results indicate that brand experience has a positive and significant effect on repurchase intention (β = 0.283, p < 0.001). Customer reviews also have a positive and significant influence on repurchase intention (β = 0.217, p < 0.001), suggesting that credible and positive reviews strengthen consumer confidence. Customer satisfaction is identified as the most influential variable (β = 0.327, p < 0.001), demonstrating that fulfilled expectations and positive consumption experiences strongly encourage repeat purchases of Erigo products. Theoretically, this study contributes to consumer behavior literature by confirming the role of experiential, informational, and affective factors in shaping repurchase intention in e-commerce contexts. Practically, the findings highlight the importance for Erigo and similar fashion brands to maintain consistent brand experiences, encourage authentic customer reviews, and enhance satisfaction drivers such as product quality, service responsiveness, and delivery accuracy.
Co-Authors Afandi, Fahrizal Budiyanto Budiyanto Deni Wahyudi Endah Pri Ariningsih Febryhardo, Bhangkit Fitri Rahmawati Fitriani, Inayah Intan Puspitasari Larasati mamun, aji syukron Ningtyas, Dini Suci Pamungkas, Bela Wani Putra Putri, Riska Anisa Sari, Rani Puspita Titin Ekowati Wijayanti Wijayanti Yulaeni, Tri