Pengaruh Gamification Dan E-Service Quality Terhadap Repurchase Intention Melalui Customer Satisfaction Pada Pengguna Aplikasi Mytelkomsel Di Surabaya

Muhammad Audric Eugene Tarigan (Program Studi Manajemen, Fakultas Ekonomi dan Bisnis)
Nanik Hariyana (Universitas Pembangunan Nasional “Veteran” Jawa Timur)

SENTRI: Jurnal Riset Ilmiah
Vol. 5 No. 8 (2026): SENTRI : Jurnal Riset Ilmiah, Agustus 2026

The rapid growth of digital service applications and increasing competition in the telecommunications industry have intensified the need to maintain user repurchase intention. This study aims to analyze the effect of gamification and e-service quality on repurchase intention, with customer satisfaction as a mediating variable among MyTelkomsel application users in Surabaya. Data were collected through questionnaires distributed to students from several public universities in East Surabaya who use the MyTelkomsel application and analyzed using the Structural Equation Model (SEM) with the Partial Least Square (PLS) approach. The results show that gamification and e-service quality have a positive and significant effect on customer satisfaction. Furthermore, gamification, e-service quality, and customer satisfaction significantly influence repurchase intention. The findings also reveal that customer satisfaction mediates the relationship between gamification and e-service quality with repurchase intention.