Pengaruh Service Quality, Customer Experience, dan Trust Terhadap Repurchase Intention (Studi Pada Pelanggan Biznet di Kota Denpasar)
DOI:
https://doi.org/10.32585/jbfe.v6i1.6675Keywords:
customer experience, repurchase intention, Service Quality, Customer TrustAbstract
The rapid development of technology today makes the internet an essential need for society. This is supported by the increasing number of internet users every year. In the midst of this growth, Biznet is present as one of the fixed internet service providers in Indonesia. Although superior in terms of speed, Biznet experiences a fairly high customer churn rate, and faces many complaints related to service quality. This study aims to explain the effect of service quality, customer experience, and trust on repurchase intention on Biznet customers in Denpasar City. The population of this study was Biznet customers in Denpasar City. The sample members numbered 114 people, who were selected using a purposive sampling technique. Data were collected through a survey using a questionnaire. Data analysis was carried out using multiple linear regression with the SPSS version 29 application, after meeting the classical assumption test. The results of the analysis prove that service quality has a positive and significant effect on repurchase intention. Customer experience has a positive and significant effect on repurchase intention. Then, trust also has a positive and significant effect on repurchase intention. Service quality, customer experience, and trust have a positive and significant effect on repurchase intention simultaneously. It can be stated that all hypotheses are accepted.Downloads
References
Adabi, N. (2020). Pengaruh Citra Merek, Kualitas Pelayanan dan Kepercayaan Konsumen Terhadap Keputusan Pembelian Indihome di Witel Telkom Depok. Jurnal Manajemen, 12(1), 32-39.
Adeniran, I. A., Efunniyi, C. P., Osundare, O. S., and Abhulimen, A. O. (2024). Implementing machine learning techniques for customer retention and churn prediction in telecommunications. Computer Science & IT Research Journal, 5(8), 2011-2025.
Amoako, G. K., Doe, J. K., and Neequaye, E. K. (2023). Online innovation and repurchase intentions in hotels: the mediating effect of customer experience. International Hospitality Review, 37(1), 28-47.
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