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All Journal JURNAL BISNIS STRATEGI JDM (Jurnal Dinamika Manajemen) JBTI : Jurnal Bisnis : Teori dan Implementasi Anterior Jurnal Indonesian Journal of Community Services Munaddhomah: Jurnal Manajemen Pendidikan Islam Sibatik Journal : Jurnal Ilmiah Bidang Sosial, Ekonomi, Budaya, Teknologi, Dan Pendidikan AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis Borobudur Management Review Journal of Accounting and Finance Management (JAFM) ARZUSIN: Jurnal Manajemen dan Pendidikan Dasar Journal of Artificial Intelligence and Digital Business Cerdika: Jurnal Ilmiah Indonesia Jurnal Ilmiah Sultan Agung PESHUM Al-Hayat: Journal of Islamic Education Folia Medica Indonesiana
Heru Sulistyo
Faculty of Economic, Sultan Agung Islamic University, Indonesia
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Biochemistry, Genetics & Molecular Biology Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Health Professions Law, Crime, Criminology & Criminal Justice Medicine & Pharmacology Neuroscience Nursing Public Health Social Sciences Other

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Pengaruh Customer Experience Terhadap Repurchase Intention Melalui Customer Loyalty Pada Pengguna Shopeefood Adiani, Azza Khisnu; Sulistyo, Heru
RIGGS: Journal of Artificial Intelligence and Digital Business Vol. 5 No. 1 (2026): Februari - April
Publisher : Prodi Bisnis Digital Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/riggs.v5i1.6171

Abstract

Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh customer experience terhadap repurchase intention dengan customer loyalty sebagai variabel mediasi pada pengguna layanan ShopeeFood di kalangan mahasiswa Universitas Islam Sultan Agung Semarang. Jenis pendekatan dalam penelitian ini yaitu menggunakan pendekatan kuantitatif dengan metode survei. Teknik pengumpulan data dilakukan melalui penyebaran kuesioner kepada responden yang merupakan pengguna aktif ShopeeFood dan telah melakukan pembelian lebih dari dua kali. Jumlah sampel yang diambil dalam penelitian ini sebanyak 100 responden yang ditentukan menggunakan teknik purposive sampling. Data yang telah terkumpul dianalisis menggunakan analisis jalur (path analysis) untuk menguji hubungan antarvariabel serta peran mediasi customer loyalty dalam model penelitian. Hasil penelitian menunjukkan bahwa customer experience berpengaruh signifikan terhadap customer loyalty, dan customer loyalty memiliki pengaruh signifikan terhadap repurchase intention. Namun demikian, customer experience tidak terbukti memiliki pengaruh signifikan secara langsung terhadap repurchase intention. Temuan ini mengindikasikan bahwa customer loyalty berperan sebagai variabel mediasi yang memperkuat hubungan antara customer experience dan repurchase intention. Penelitian ini memberikan kontribusi teoretis dalam pengembangan literatur pemasaran jasa digital, khususnya pada konteks layanan online food delivery. Selain itu, hasil penelitian ini diharapkan dapat menjadi bahan pertimbangan praktis bagi penyedia layanan ShopeeFood dalam merancang strategi peningkatan loyalitas pelanggan. Penelitian selanjutnya disarankan untuk menambahkan variabel lain yang relevan guna memperkaya model penelitian dan memperdalam pemahaman mengenai perilaku konsumen digital.
Peran Brand Trust dalam Memediasi Pengaruh Product Quality dan Brand Image terhadap Loyalitas Konsumen Laptop ASUS di Kota Semarang Zuhri, Ahmed Azril Syah; Sulistyo, Heru
ARZUSIN Vol 6 No 1 (2026): FEBRUARI
Publisher : Lembaga Yasin AlSys

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58578/arzusin.v6i1.8936

Abstract

Intensifying competition in the laptop industry requires companies to maintain consumer loyalty as a key factor for business sustainability. In this context, ASUS, as one of the leading laptop brands in Indonesia, needs to pay close attention to factors influencing consumer loyalty, particularly product quality and brand image, with brand trust as a mediating variable. This study aimed to analyze the effect of product quality and brand image on consumer loyalty through brand trust among ASUS laptop users in Semarang City. A quantitative approach was employed, with primary data collected through questionnaires administered to 100 respondents. The data were analyzed using Structural Equation Modeling (SEM) with a Partial Least Squares (PLS) approach. The results showed that product quality and brand image had a positive and significant effect on brand trust. Furthermore, brand trust had a positive and significant effect on consumer loyalty and was able to mediate the influence of product quality and brand image on consumer loyalty. These findings affirm that improving product quality and strengthening brand image contribute to reinforcing consumer trust, which ultimately enhances brand loyalty. The implications of this study offer theoretical contributions to the development of trust-based marketing studies and practical considerations for companies in designing marketing strategies oriented toward the formation and maintenance of brand trust.
Co-Authors ., Nurhidayati Adiani, Azza Khisnu Aniek, Sri Anita Rahayuningsih, Anita Ayuni, Sri Ayuni, Sri Azhar, Syafrudin Aulia Budhi Cahyono Budipramana, Vicky Sumarki Fibriantoro, Dedy Gunarto Gunarto Henny Pratiwi Adi Ibnu Khajar Ikke Oktavianti, Renita Kirana, Putricia Lutfi Nurcholis Marno Nugroho Mulya Noviana, Nana Mulyana Mulyana Nunung Ghoniyah Nurdin, Muh. Nur Islam Oetami, Elok Retno Pamungkas, Gufa Bagus Puspitaningrum, Putri Febiana Rushami Zien Yusoff Sahni, Sahni Saputri, Pungky Lela Setiyarti, Tettie Solikhin, Muhammad Sri Anik, Sri Subiyantoro Sundari, Pipit Suparman Suparman Zainal Alim Adiwijaya, Zainal Alim Zuhri, Ahmed Azril Syah