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All Journal Jurnal Teknik Industri TEKMAPRO Journal of Industrial Engineering and Management Jurnal Informatika dan Teknik Elektro Terapan EKONOMIS : Journal of Economics and Business JURNAL PENDIDIKAN TAMBUSAI Jurnal Samudra Ekonomi dan Bisnis SULTANIST: Jurnal Manajemen dan Keuangan International Journal of Economics Development Research (IJEDR) Jurnal Teknik Industri Terintegrasi (JUTIN) Academia Open Jurnal Surya Teknika Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) Indonesian Journal of Industrial Engineering & Management JOURNAL LA MEDIHEALTICO Industrika : Jurnal Ilmiah Teknik Industri JAMBURA: JURNAL ILMIAH MANAJEMEN DAN BISNIS Jurnal Hasi Penelitian Dan Pengkajian Ilmiah Eksakta - JPPIE INCOME: Indonesian Journal of Community Service and Engagement Jupiter: Publikasi Ilmu Keteknikan Industri, Teknik Elektro dan Informatika
Minto Waluyo
Teknik Industri UPN “ Veteran “ Jatim
Aerospace Engineering Agriculture, Biological Sciences & Forestry Arts Humanities Automotive Engineering Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Mechanical Engineering Medicine & Pharmacology Neuroscience Nursing Physics Public Health Social Sciences Veterinary Other

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Journal : Academia Open

 1 
Service Quality Drives Purchase Decisions and Loyalty through Repeat Purchases: Kualitas Layanan Memengaruhi Keputusan Pembelian dan Loyalitas Melalui Pembelian Berulang Aditya, Bintang Anggry Awan Putra; Waluyo, Minto
Academia Open Vol. 10 No. 2 (2025): December
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/acopen.10.2025.12115

Abstract

(General Background) The increasing competition in Indonesia’s retail sector highlights the critical role of service quality in influencing consumer purchasing behavior. (Specific Background) Faiz Plastic Store Sidoarjo, a retailer of household and packaging products, has experienced a decline in sales performance, allegedly due to deteriorating service quality that affects consumer retention. (Knowledge Gap) Previous studies have confirmed the impact of service quality on purchasing behavior, yet empirical evidence regarding its structural influence on purchase decisions, repeat purchases, and customer loyalty in small-scale retail settings remains limited. (Aims) This study aims to analyze the causal relationship between service quality (Servqual), purchase decisions, repeat purchases, and customer loyalty using Structural Equation Modeling (SEM). (Results) Findings reveal that service quality significantly influences purchase decisions, but purchase decisions do not significantly affect repeat purchases, while repeat purchases have a strong positive effect on customer loyalty. (Novelty) The study develops a structural model that clarifies the indirect mechanism linking Servqual dimensions to loyalty through behavioral intentions. (Implications) The results emphasize that maintaining high service quality should be complemented with loyalty programs, digital engagement, and online ordering systems to ensure customer retention and business sustainability. Highlights:  Service quality significantly shapes initial purchasing behavior. Repeat purchases serve as the main driver of customer loyalty. Loyalty programs and digital engagement enhance long-term retention. Keywords: Servqual, Purchase Decision, Repeat Purchase, Customer Loyalty, Retail Service Quality
Product Quality and Brand Image as Drivers of Repeat Purchase Decisions: Kualitas Produk dan Citra Merek sebagai Faktor Penentu Keputusan Pembelian Ulang Permadi, Alfin Rizki Bagus; Waluyo, Minto
Academia Open Vol. 10 No. 2 (2025): December
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/acopen.10.2025.12228

Abstract

General Background: Rapid technological advancements have transformed consumer behavior, especially in the smartphone industry, where performance, design, and innovation are key competitive aspects. Specific Background: Samsung, as a leading smartphone brand, continuously enhances its product quality and brand image to sustain customer loyalty, particularly with flagship models such as the Galaxy S25 Ultra. Knowledge Gap: Despite extensive studies on purchasing behavior, limited research integrates product quality, brand image, and purchase decisions as mediating factors influencing repurchase intention in premium smartphone contexts. Aims: This study investigates the effect of product quality and brand image on repurchase intention, mediated by purchase decision, among Samsung Galaxy S25 Ultra users in Indonesia. Results: Using Structural Equation Modeling (SEM) with AMOS on 100 respondents, findings reveal that brand image significantly influences purchase decision and repurchase intention, while product quality significantly impacts repurchase but not purchase decision. Purchase decision does not mediate the relationship effectively. Novelty: The integration of SEM-based mediation analysis provides a comprehensive understanding of causal relationships among variables in digital-era consumer behavior. Implications: Strengthening brand perception and maintaining consistent product quality are essential strategies for fostering long-term customer loyalty in competitive smartphone markets. Highlights: Brand image significantly drives both purchase and repurchase behavior. Product quality impacts repurchase but not initial purchase decisions. Purchase decision shows weak mediation between quality, image, and repurchase. Keywords: Product Quality, Brand Image, Purchase Decision, Repurchase Intention, SEM-AMOS
Co-Authors Abdillah, Giyo Sekhan Aditya, Bintang Anggry Awan Putra Aisyah Elvina, Helga Albany, Rifka Aulia Amalia, Adella Ardani, Natalia Caliysta Aryadinata, Rafi Febriana Putri Wahyono, Qhintara Fertansyah, Ammalya Ananda Hari, Ferdyansyah Bagus Az Islami, Mega Kartika, Nuarita Tri Nugroho, Aqshal Daffa Nugroho, Tito Dwi Nurardisa, Acyuta Intan Ophelia, Thalita Khosyi Permadi, Alfin Rizki Bagus Pratama, Deflin Riendra Pridynafiah, Levina Putri Adisti, Kirana Ramadhani, Novita Puspa Rochmatullah, Faris Yasin Sanjaya, Clairine Aurellia Santoso, Sri Nadine Siti Zulaikhah Sitompul, Adriel Suwandari, Putri Ayu Syafitri, Kharisma Widodo, Tegar Garin Widyatara, Alfina