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All Journal IDEI: Jurnal Ekonomi & Bisnis
Maurin Dewi Prameswari
Universitas Harapan Medan, Medan
Economics, Econometrics & Finance Social Sciences

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PENGARUH CUSTOMER EXPERIENCE DAN RELATIONSHIP QUALITY PADA REPURCHASE INTENTION PRODUK SKINCARE GARNIER MELALUI SERVICE QUALITY Sunaryo Sunaryo; Indra Syafii; Maurin Dewi Prameswari
IDEI: Jurnal Ekonomi & Bisnis Vol 3, No 1 (2022): JUNE 2022
Publisher : Insan Doktor Ekonomi Indonesia (IDEI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38076/ideijeb.v3i1.103

Abstract

This study aims to determine the effect of customer experience on repurchase intention through service quality and to determine the effect of relationship quality on repurchase intention through service quality. The sample of this study were users of Garnier skincare products in Medan Johor District, amounting to 150 res­pon­dents. The analysis technique used is path analysis. The results showed that cus­tom­er experience had a positive and significant effect on repurchase intention mediated by service quality. Relationship quality has a positive and significant effect on re­pur­chase intention mediated by service quality.Penelitian ini bertujuan untuk mengetahui pengaruh customer experience pada re­purchase intention melalui service quality dan untuk mengetahui pengaruh rela­tion­ship quality pada repurchase intention melalui service quality. Sampel dalam pe­ne­litian ini adalah pengguna produk skincare Garnier di Kecamatan Medan Johor yang berjumlah 150 responden. Teknik analisis yang digunakan adalah analisis jalur. Hasil penelitian menunjuk­kan bahwa customer experience berpengaruh positif dan sig­nifikan pada repurchase intention yang dimediasi oleh service quality. Re­la­tion­ship quality berpengaruh postitif dan signifikan pada repurchase intention yang di­me­diasi oleh service quality.
Co-Authors Indra Syafii Sunaryo, Sunaryo