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All Journal ProBank: Jurnal Ekonomi dan Perbankan JBMP (Jurnal Bisnis, Manajemen dan Perbankan) IKRA-ITH Humaniora : Jurnal Sosial dan Humaniora Dinamika Ekonomi - Jurnal Ekonomi dan Bisnis Journal of Secretary and Business Administration JURISMA: Jurnal Riset Bisnis & Manajemen Dinasti International Journal of Education Management and Social Science Community Development Journal: Jurnal Pengabdian Masyarakat Charity : Jurnal Pengabdian Masyarakat Studi Ilmu Manajemen dan Organisasi Jurnal Inspirasi Binsis dan Manajemen Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) eProceedings of Management Jurnal Sekretaris & Administrasi Bisnis
Arlin Ferlina Mochamad Trenggana
Telkom University
Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Public Health Social Sciences Other

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Customer Satisfaction Linking Relationship Marketing, Service Quality, and Repurchase Intention at Fore Coffee Bandung Juwita Khoirunnisa Dzaqia; Arlin Ferlina Mochamad Trenggana
Studi Ilmu Manajemen dan Organisasi Vol 7 No 2 (2026): Juli
Publisher : Penerbit Goodwood

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/simo.v7i2.6449

Abstract

Purpose: Through the mediating function of customer satisfaction, this study examines the direct and indirect impacts of relationship marketing and service quality on repurchase intention among Fore Coffee consumers in Bandung, Indonesia. Research Methodology: A quantitative study with purposive sampling was conducted with 150 respondents. An online survey was used to gather data, and Partial Least Squares Structural Equation Modeling (PLS-SEM) with Structural Equation Modeling berbasis Partial Least Squares (SmartPLS) 3.0 was used for analysis. Results: Relationship marketing and service quality strongly influenced customer satisfaction and repurchase intention. Service quality was expected to be the most significant factor among all predictors. Additionally, customer satisfaction serves as an important mediator, particularly in enhancing the impact of service quality on consumers' propensity to make additional purchases. Conclusions: Customer satisfaction is a crucial link that transforms service quality into repeat purchase behavior. Relationship marketing and service quality are important factors that influence customer satisfaction and repurchase intentions. Limitations: This study had a small sample size and was restricted to a particular geographic location. Future studies should broaden their focus and incorporate other factors, such as perceived value and brand image. Contributions: By combining relationship marketing and service quality in the context of Indonesian digital coffee shops, this study provides innovation and empirical data on the mediating function of customer happiness in influencing repurchase intention.
Co-Authors Agus Maolana Hidayat Amirah Aprilria Kusnadi Anak Agung Gde Agung Ananda Desmayonda Anang Sularsa Arlin Ferlina Mochmad Trenggana Devie Ryana Suchendra Eka Irawati, Eka Firly Nur Fajriani Flores Cantika Timoer Gunawan, Tedi Heru Nugroho Hilda Monoarfa Juwita Khoirunnisa Dzaqia Kristina Kristina Kristina Sisilia Leni Cahyani Lina Karlina Lisda Meisaroh, Lisda Mayang Anggita Mokh Adib Sultan Nadya Novandriani Karina Moeliono Nur Wahida Rakhmawati, Rinrin Karina Ratih Hurriyati Rennyta Yusiana Retno Setyorini Rini Handayani Riswan Kuswardhana Robbi Hendriyanto Siska Komala Sari Sri Anggeny Marta Fiona Sri Widaningsih, Sri Thobby, Abdullah Timoer, Flores Cantika Wahida, Nur Wahida, Nur Wardani Muhamad