The Influence of Product Price and Quality on Customer Repurchase Intentions Through Customer Satisfaction Mediation
This research was conducted with the aim of knowing the influence of prices and products on PT. XYZ Forwarding Indonesia on Repurchase Intention with customer satisfaction as an intervening variable. This affects business competition conditions in the Freight Forwarding industry. Currently, many Freight Forwarding companies have just been established and dare to provide the best offers to attract their customers. The type of research used is quantitative research using a questionnaire as a data collection instrument. The population in this study was PT service users. XYZ Forwarding Indonesia, the sample used was 154 people who had used the service at least twice. The sampling technique used is Probability Sampling. Data analysis technique through SEM-PLS measurements with the help of Smart PLS 4.0.5.9. Software. Based on the results of SEM analysis, the results show that price has a positive effect on customer satisfaction. On the other hand, price has a negative effect on repurchase intention. Then the product is stated to have a positive effect on customer satisfaction and the product also has a positive effect on repurchase interest. Customer satisfaction has a positive effect on repurchase interest. Furthermore, products do not have a direct influence on repurchase interest but are mediated through customer satisfaction. Price also does not have a direct influence on repurchase interest and is mediated through customer satisfaction. So from a Freight Forwarding perspective, companies must pay attention to price in each sale to be able to fulfill customers' desires and make repeat purchases.
bogeti?, Sr?an, Vidas, Bubanja Marijana, & Leki?, Snežana. (2014). Quality Services As A Key Factor Of Competitiveness Of Transport Companies. Journal Of Engineering Management And Competitiveness (Jemc), 4(2), 114–123.
Breemer, Jacob. (N.D.). Gojek Online Transportation Service Strategy In Kendari City.
Gunawan, Ian. (2022). Customer Loyalty: The Effect Customer Satisfaction, Experiential Marketing And Product Quality. Kinerja: Jurnal Manajemen Organisasi Dan Industri, 1(1), 35–42.
Hsu, Chin Lung, & Lin, Judy Chuan Chuan. (2015). What Drives Purchase Intention For Paid Mobile Apps?–An Expectation Confirmation Model With Perceived Value. Electronic Commerce Research And Applications, 14(1), 46–57.
Isyanto, Puji, & Wijayanti, Kartika. (2022). Pengaruh Kualitas Pelayanan Dan Citra Merek Terhadap Kepuasan Pelanggan J&T Express Pada Masa Pandemi Covid-19. Owner: Riset Dan Jurnal Akuntansi, 6(2), 2101–2111.
Khan, Shizra, Pervez, Sidra, Khanum, Sadia, & Khan, Muhammad Naeem. (2023). The Impact Of Online-Logistics Service Quality On Negative Word Of Mouth And Repurchase Intention For Drop-Shipping Services In Food Industry. Ajar| Asian Journal Of Academic Research (Issn: 2790-9379), 4(3), 1–15.
Kow, Chen Young. (2024). Moderating Role Of Work Satisfaction In Relationship Between Motivation And Performance In Oil Industries. Journal Of Current Research In Business And Economics, 3(1), 462–502.
Liao, Chechen, Lin, Hong Nan, Luo, Margaret Meiling, & Chea, Sophea. (2017). Factors Influencing Online Shoppers’ Repurchase Intentions: The Roles Of Satisfaction And Regret. Information & Management, 54(5), 651–668.
Mandira, Dara Ajeng, Suliyanto, S., & Nawarini, A. T. (2018). The Influence Customer Trust, Service Quality, And Perceived Price On Customer Satisfaction And Customer Loyalty. Journal Of Research In Management, 1(1), 16–21.
Naini, Nurul Fitrianis, Santoso, Sugeng, Andriani, Tanti Stevany, Claudia, Unique Gita, & Nurfadillah, Nurfadillah. (2022). The Effect Of Product Quality, Service Quality, Customer Satisfaction On Customer Loyalty. Journal Of Consumer Sciences, 7(1), 34–50.
Oktarini, Made Ayu Swari, & Wardana, I. Made. (2018). Peran Customer Satisfaction Memediasi Pengaruh Perceived Ease Of Use Dan Perceived Enjoyment Terhadap Repurchase Intention. E-Jurnal Manajemen Unud, 7(4), 2041–2072.
Revella, Adele. (2015). Buyer Personas: How To Gain Insight Into Your Customer’s Expectations, Align Your Marketing Strategies, And Win More Business. John Wiley & Sons.
Simanjuntak, Sariguna Herawati, Tarigan, Johannes, & Siagian, Morida. (2022). Transportation Control Model Of Medan Center Market. Jurnal Indonesia Sosial Sains, 3(12), 1636–1644.
Suprianto, Verdy, Brahmantyo, Himawan, & Ingkadijaya, Rahmat. (2023). The Influence Of Food Quality, Service Quality, And Price On Repurchase Intentions Through Customer Satisfaction At Putu Made Restaurant Jakarta. Jurnal Ekonomi, 12(02), 1172–1181.
Susanto, Tri Wahyu Putra, Sudapet, I. Nyoman, Subagyo, Hamzah Denny, & Suyono, Joko. (2021). The effect of service quality and price on customer satisfaction and repurchase intention (case study at crown prince hotel Surabaya). Quantitative Economics and Management Studies, 2(5), 288–297.
Copyright (c) 2024 Jurnal Impresi Indonesia
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International (CC-BY-SA). that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
