Online service quality and offline service quality on repurchase interest through consumer satisfaction at annisa collection wholesale stores
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Published:
Feb 28, 2024
Keywords:
Consumer Satisfaction, Offline Service Quality, Online Service Quality, Repurchase Intention
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Economy
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Abstract
The aim of this research is to evaluate the influence of online and offline service quality on consumer satisfaction, the impact of online and offline service quality on repurchase interest, and measure the impact of consumer satisfaction on repurchase interest at the Annisa Collection Wholesale Store. Quantitative research methods were used with a sample of 100 customer respondents, selected through purposive sampling techniques. The results of data analysis using the PLS Smart 4.0 application show that the quality of online and offline services has a significant influence on repurchase interest and customer satisfaction. This conclusion provides direction for stores to continue to improve the quality of their services to maintain repurchase interest, customer satisfaction, and support long-term business growth
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How to Cite
Puspita, E. D. . and Novie, M. . (2024) “Online service quality and offline service quality on repurchase interest through consumer satisfaction at annisa collection wholesale stores”, Jurnal Mantik, 7(4), pp. 2940-2948. doi: 10.35335/mantik.v7i4.4560.
References
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Tufahati, N., Barkah, C. S., Tresna, P. W., & Chan, A. (2021). The Impact Of Customer Satisfaction On Repurchase Intention (Surveys On Customer Of Bloomythings). Journal Of Business & Applied Management, 14(2), 177. Https://Doi.Org/10.30813/Jbam.V14i2.3098
Widiyanto, I. (2008). Petunjuk: Metodologi Penelitian. Bp Undip, Semarang.
Widjaja, A., & W., Y. G. (2018). Impact Of Online To Offline (O2o) Commerce Service Quality And Brand Image On Customer Satisfaction And Repeat Purchase Intention. International Journal Of Advanced Engineering, Management And Science, 4(3), 163–170. Https://Doi.Org/10.22161/Ijaems.4.3.5
Yanti Febrini, I., Widowati Pa, R., & Anwar, M. (2019). Pengaruh Experiential Marketing Terhadap Kepuasan Konsumen Dan Minat Beli Ulang Di Warung Kopi Klotok, Kaliurang, Yogyakarta. Jurnal Manajemen Bisnis, 10(1), 35–54. Https://Doi.Org/10.18196/Mb.10167
Zullaihah, R., & Setyawati, H. A. (2021). Analisis Pengaruh Iklan, Identitas Merek, Dan Kepuasan Pelanggan Terhadap Minat Beli Ulang (Studi Pada Pengguna Smartphone Merek Oppo Di Kebumen). Jurnal Ilmiah Mahasiswa Manajemen, Bisnis Dan Akuntansi (JIMMBA), 3(1), 169–184.
Anggita, M., & Trenggana, A. F. M. (2020). Pengaruh Customer Engagement Dan E-Service Quality Terhadap Niat Beli Ulang Dengan Kepuasan Pelanggan Sebagai Variabel Mediator Tiket.Com. Probank, 5(1), 83–99. Https://Doi.Org/10.36587/Probank.V5i1.570
Barriyah, K., & Suyanto, A. M. A. (2019). Pengaruh E-Service Quality Terhadap Minat Beli Pengunjung Toko Online Shopee.Co.Id. E-Proceeding Of Management, 6(1), 321–329.
Barusman, A. R. P. (2019). The Effect Of Security, Service Quality, Operations And Information Management, Reliability &Trustworthiness On E-Loyalty Moderated By Customer Satisfaction On The Online Shopping Website. International Journal Of Supply Chain Management, 8(6), 586–594.
Bhatt, A. K., & Sahil Bhanawat, D. (2018). Measuring Customer Satisfaction Using Servqual Model-An Empirical Study. International Journal Of Trend In Research And Development, 3(1), 2394–9333. Www.Ijtrd.Com
Chamchuntra, S., & Fongsuwan, W. (2017). Influencing Variables On Outsourcing Repeat Purchase Intention By Thailand’s Kasikornbank Pcl. In Research Journal Of Business Management (Vol. 8, Issue 4, Pp. 319–337). Https://Doi.Org/10.3923/Rjbm.2014.319.337
Firdha, S., Putri, A., & Marlena, N. (2021). Pengaruh E-Service Quality Dan E-Trust Terhadap Kepuasan Konsumen. Forum Ekonomi, 23(3), 463–474. Http://Journal.Feb.Unmul.Ac.Id/Index.Php/Forumekonomi
Giyanti, D., Missy, J., Uhing, Budiarti, Novi Yulia, Sariani, N. L. P., Akbar, S., Andriani, A. P. T., Karyawan, K., Pada, S., Smart, P. T., Bukit, T. B. K., Mill, K., Kompensasi, K., Kerja, M., Nurhaliza, I., Mayvita, P. A., Islam, U., Muhammad, K., Banjarmasin, B., … Yonata, H. (2020). Pengaruh Kompensasi Dan Motivasi Kerja Terhadap Kinerja Karyawan (Studi Pada Pt Global Sky Aviasi Kendari Sulawesi Tenggara). Sustainability (Switzerland), 2(2), 2451–2452. Https://Pesquisa.Bvsalud.Org/Portal/Resource/En/Mdl-20203177951%0ahttp://Dx.Doi.Org/10.1038/S41562-020-0887-9%0ahttp://Dx.Doi.Org/10.1038/S41562-020-0884-Z%0ahttps://Doi.Org/10.1080/13669877.2020.1758193%0ahttp://Sersc.Org/Journals/Index.Php/Ijast/Article
Hair, J. F., Hult, G. T. M., & Ringle, C. M. (2017). A Primer On Partial Least Squares Structural Equation Modeling (Pls-Sem).
Haria, T. T., & Mulyandi, M. R. (2019). Pengaruh E-Service Quality Terhadap E-Satisfaction Pada Pengguna Aplikasi Mobile. 6(1), 135–140. Https://Doi.Org/10.33510/Slki.2019.135-140
Mulyadi Saputra, D., & Akbar, Y. (2018). Analisis Pengaruh E-Service Quality Terhadap Customer Satisfaction Yang Berdampak Pada Customer Loyalty Pt Bayu Buana Travel Tbk Stikom Cipta Karya Informatika. Selection And Peer-Review Under Responsibility Of The 11th Stikom Cki On Spot. Cki On Spot, 11(2), 199–206. Www.Bayubuanatravel.Com.
Ni Luh Nurkariani. (2022). Pentingnya Kepuasan Konsumen Untuk Meningkatkan Loyalitas Pelanggan. Artha Satya Dharma, 15(1), 27–32. Https://Doi.Org/10.55822/Asd.V15i1.238
Pandega Ricky Andika, Rauly Sijabat, & Ika Indriasari. (2023). Pengaruh Kualitas Pelayanan, Persepsi Harga, Dan Citra Merek Terhadap Kepuasan Pelanggan Pengguna Jasa Transportasi Ojek Online (Studi Pada Pelanggan Gojek Di Kota Semarang). Jurnal Riset Manajemen Dan Ekonomi (Jrime), 1(1), 17–33. Https://Doi.Org/10.54066/Jrime-Itb.V1i1.78
Pastikarani, D. A., & Astuti, S. R. T. (2018). Analisis Pengaruh Faktor-Faktor Minat Beli Ulang Dengan Kepuasan Pelanggan Sebagai Variabel Intervening. Diponegoro Journal Of Management, 5(2), 1–9.
Prasasti, F. A., Ratnasari, I., & Muhammad, R. F. (2022). Pengaruh E-Service Quality Dan E-Trust Terhadap Minat Beli Pada E-Commerce Blibli.Com Di Kota Bekasi. Journal For Management Student (Jfms, 2(2), 18–26. Https://Journal.Unsika.Ac.Id/Index.Php/Jfms
Ramadhan, A. G., & Santosa, S. B. (2017). Analisis Pengaruh Kualitas Produk, Kualitas Pelayanan, Dan Citra Merek Terhadap Minat Beli Ulang Pada Sepatu Nike Running Di Semarang Melalui Kepuasan Pelanggan Sebagai Variabel Intervening. Diponegoro Journal Of Management, 6(1), 1–12. Http://Ejournal-S1.Undip.Ac.Id/Index.Php/Management
Rizan, M., & A. (2018). Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Survei Pelanggan Suzuki, Dealer Fatmawati, Jakarta Selatan). 130–150.
Rosalina, F., & Kusumawati, A. (2018). Pengaruh Sales Promotion Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Serta Dampaknya Pada Minat Pembelian Ulang. Jurnal Administrasi Bisnis (Jab), 60(1), 139–148.
Sianipar, G. J. . (2019). Pengaruh Kualitas Pelayanan, Persepsi Harga Dan Citra Merek Terhadap Kepuasan Pelanggan Pengguna Jasa Transportasi Ojek Online (Studi Pada Pelanggan Grabbike Di Kota Medan). Jurnal Manajemen Dan Bisnis, 19, 183–196. Https://Doi.Org/10.54367/Jmb.V19i2.576
Thamrin, S. (2018). Jurnal Teori Satisfaction Ke Ri (Thamrin).Pdf.
Tufahati, N., Barkah, C. S., Tresna, P. W., & Chan, A. (2021). The Impact Of Customer Satisfaction On Repurchase Intention (Surveys On Customer Of Bloomythings). Journal Of Business & Applied Management, 14(2), 177. Https://Doi.Org/10.30813/Jbam.V14i2.3098
Widiyanto, I. (2008). Petunjuk: Metodologi Penelitian. Bp Undip, Semarang.
Widjaja, A., & W., Y. G. (2018). Impact Of Online To Offline (O2o) Commerce Service Quality And Brand Image On Customer Satisfaction And Repeat Purchase Intention. International Journal Of Advanced Engineering, Management And Science, 4(3), 163–170. Https://Doi.Org/10.22161/Ijaems.4.3.5
Yanti Febrini, I., Widowati Pa, R., & Anwar, M. (2019). Pengaruh Experiential Marketing Terhadap Kepuasan Konsumen Dan Minat Beli Ulang Di Warung Kopi Klotok, Kaliurang, Yogyakarta. Jurnal Manajemen Bisnis, 10(1), 35–54. Https://Doi.Org/10.18196/Mb.10167
Zullaihah, R., & Setyawati, H. A. (2021). Analisis Pengaruh Iklan, Identitas Merek, Dan Kepuasan Pelanggan Terhadap Minat Beli Ulang (Studi Pada Pengguna Smartphone Merek Oppo Di Kebumen). Jurnal Ilmiah Mahasiswa Manajemen, Bisnis Dan Akuntansi (JIMMBA), 3(1), 169–184.
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