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Journal : iijse

The Effect of Product Quality and Service Quality on Repurchase Intention with Customer Satisfaction as an Intervening Variable (A Case Study at Gudang AKI Denpasar) Ni'mah, Nailun; Joko Adinegara, Gusti Ngurah; Komalasari, Yeyen; Junaedi, I Wayan Ruspendi
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 9 No 2 (2026): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v9i2.9932

Abstract

This study examines the effects of product quality (X1) and service quality (X2) on repurchase intention (Y), with customer satisfaction (Z) as a mediating variable among customers of Gudang Aki Denpasar. The research was conducted during March–June 2024 using a quantitative approach and primary data collected through questionnaires. The sample size was determined using Slovin’s formula, resulting in 99 respondents. Data were analyzed using SEM-PLS with SmartPLS 4.1 to test both direct and indirect relationships. The structural results indicate that product quality has a positive and significant effect on repurchase intention and a positive and significant effect on customer satisfaction. Service quality also shows a positive and significant effect on repurchase intention and on customer satisfaction. Moreover, customer satisfaction positively and significantly influences repurchase intention. Mediation testing confirms that customer satisfaction partially mediates the effect of product quality on repurchase intention and the effect of service quality on repurchase intention. The model explains the variance of repurchase intention and customer satisfaction, indicating a moderate explanatory power. In conclusion, product quality and service quality have a positive and significant effect on repurchase intention, both directly and through customer satisfaction; customer satisfaction is also proven to partially mediate the effects of product quality and service quality on repurchase intention, indicating that consistent improvements in product and service performance will strengthen satisfaction and encourage repeat purchases at Gudang Aki Denpasar.
Co-Authors Abimanyu Tuwuh Sembhodo Adya Hermawati Adzka Rosa Sanjayyana Ali, Shujahat AMANDA S, E. S. Ghea Antara, I Ketut Ady Merta Ariesmansyah, Andre Ariyanti, Ni Putu Oktia Arnold Gautama Suryadinata Arycha Sheren Asih, Ni Made Sindi Besitimur, Enjelita Gerice Budi Hidajat Budi Santoso, R Tri Priyono Christimulia Purnama Trimurti Christin Priska Molina Christina Indah Sasmita Debel, Gede Bagus Ivan Suartika Dermawan Waruwu Dewa Putu Oka Prasiasa DEWI, Dewa Ayu Dwi Sukma Dewi, Kadek Christina Oktavia Diarini, Gusti Ayu Agung Sinta Donald Samuel Slamet Santosa, Donald Samuel Slamet Dylla Hanggaeni Dyah Puspaningrum Edy, Raden Agus Sarwa Efriyani Sumastuti Eko Sulistyo Eko Sulistyo Endang Fatmawati Endang Fatmawati Erlin Dolphina Filipus Zuther Gabriel Firsta Adnyana Gede Bagus Ivan Suartika Debel Gede Deddy Rahmat Gede Nyoman Wiratanaya Gede Nyoman Wiratanaya Gede Nyoman Wiratanaya Gerson Feoh Gilbert Nainggolan Gusti Ngurah Joko Adi Negara Hamdany, Mohammad Azharie Haribowo, Rio Harum, Ida Bagus Dwija Hendy Tannady I Dewa Made Arik Permana Putra I Gede Agus Mertayasa I Gede Deddy Rahmat I Gusti Agung Putu Ariesta Martin I Gusti Bagus Rai Utama I Gusti Bagus Saccidananda Yasa I Ketut Sirna I Komang Andika I Made Darmayasa I Made Dwi Wira Ardana I Made Dwi Wira Ardana I Made Sumartana I Made Sumartana I Nyoman Sukrayasa I Wayan Benyamin Eddy Yulianto I Wayan Damayana Ida Ayu Nyoman Yuliastuti Ida Ayu Sita Amelia Putri Ida Bagus Kurniawan Ika Suhartanti Darmo Irzan Soepriyadi Ivanna, Devia Iwan Harsono IWK Teja Sukmana J. Wahyu Nugroho Joko Adinegara, Gusti Ngurah Jony Oktavian Haryanto Kaunang, Virginia Claudia Krismawintari, N.P.D. Kurniawan, I Nengah La Iwe Laksmi, Ni Kadek Sephia Arie Lestari, Anggun Hilendri Luh Restiawati Magdalena F, Made Selvia Marchella MANURUNG, Verasea MARIANI, Kadek Lina Maryanthi, Ni Kadek Meitiana Mertayasa, I Gede Agus Miftahorrozi, Miftahorrozi Mochamad Heru Riza Chakim Mohammad Azharie Hamdany Mudasetia Mudasetia Mudasetia, Mudasetia Murdowo, Difi Alfa Wijayana Murdowo Nailun Ni’mah Nainggolan, Gilbert Nanut, Senita Natalia Sri Endah Kurniawati Negara, Gusti Ngurah Joko Adi Ni Kadek Susi Susanti Ni Ketut Ani Riastini Ni Nyoman Tri Sukarsih Ni Putu Shinta Vishuda Yoga Sasmitha Ni'mah, Nailun Nyoman Wiratanaya, Gede Oktania, Ni Kadek Yolan Pete, Kristina Prasiasa, Dewa Putu Okta Prastyandhari, I Gusti Ayu Ika Monika Putri, Komang Ayu Savitri Merianti Dyastama PUTRI, Ni Kadek Theressa Putu Agus Dharma Wijaya Putu Aristya Adi Wasita Putu Chris Susanto Putu Stevan Eka Putra Putu Steven Eka Putra Putu Wida Gunawan R Tri PriyonoBudi Santoso R. Rulick Setyahadi Raden Agus Sarwa Edy Rahmat, I Gede Deddy Rendi Wibowo Sahusilawane, Branklyn Sanjayyana, Adzka Rosa Santoso , R.Tri Priyono Budi SANTOSO, R Tri Priyono Budi Santoso, R. Tri Priyono Budi SANTOSO, Raden Tri Priyono Budi Saputra, I Gede Agus Wisnu Sari, Ade Risna Sariani, Fransiska Sembhodo, Abimanyu Tuwuh Silva, Avelar Imanuel Natalicio Da Conceicao E Sinta Diarini, I Gusti Ayu Agung Sri Hastutik Sumartana, I Made Suresh Kumar Sutariani, Ni Luh Sri Suwandewi, Ni Kadek S. A. Teguh Setiawan Wibowo Titin Veronika Trimuti, Christimulia Purnama Virnanda, Vika Wasita, Putu Aristya Adi Wibowo, Rendi Widiyantara, I Gede Agus Wijaya, Putu Agus Dharma Wildoms Sahusilawane Windayanti, Putu Ayu Wiratanaya, Gede Nyoman Wirnawan, I Wayan Agus Yeyen Komalasari Yodiansyah, Hefri Yuli Purbaningsih Yurianta, I Wayan Dedik _ Irawan