The effect of brand image and service quality on repurchase intention mediated by consumer destinations of Tangkelek distro in Bukittinggi city
Keywords:
Brand image; service quality; customer satisfaction; repurchase intention
Abstract
The purpose of this study was to analyze the influence of Brand Image and Service Quality on Repurchase Intention through Consumer Satisfaction as a mediating variable. The sample in this study was the Tangkelek distribution in the city of Bukittinggi. The sampling technique in this study was non-probability sampling with a total sample of 151 respondents. The data used are primary data obtained from the results of respondents' responses to the proposed statement items. The results of this study indicate that: (1) Brand Image has a positive and significant effect on Repurchase Intention. (2) Service Quality has no significant effect on Repurchase Intention. (3) Consumer Satisfaction has a positive and significant effect on Repurchase Intention. (4) Brand Image has a positive and significant effect on consumer satisfaction. (5) Service Quality has a positive and significant effect on customer satisfaction. (6) Consumer Satisfaction acts as a partial mediating of the relationship between Brand Image and Repurchase Intention. (7) Consumer Satisfaction acts as a partial mediating of the relationship between Service Quality and Repurchase Intention.
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References
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Wijaya, I., & Nurcaya, I. (2017). Kepuasan Pelanggan Memediasi Kualitas Produk Dan Kewajaran Harga Terhadap Loyalitas Merek Mcdonalds Di Kota Denpasar. E-Jurnal Manajemen Universitas Udayana, 6(3), 255159.
Yahya, N. (2018). The Effect Of Service Quality On Customer Satisfaction And Repurshase Intention On Goods Delivery Services. International Journal of Management and Commerce Innovation, 1401–1406.
Adelina. (2016). Pengaruh citra merek dan kualitas produk terhadap kepuasan pelanggan sabun mandi merek lifebuoy di footmart di foodmart samarinda. Administrasi Bisnis, 4(1), 76–87.
Ain, N., & Ratnasari, R. T. (2015). Pengaruh citra merek melalui sikap konsumen terhadap niat beli ulang pada produk busana muslim zoya di surabaya. 2(7), 553–569.
Amilia, S. (2017). Pengaruh Citra Merek , Harga , dan Kualitas Produk terhadap Keputusan Pembelian Handphone Merek Xiaomi di Kota Langsa. 6(1).
Aprilianto, Y., Widjajani, S., & Si, M. (2019). Pengaruh Service Quality terhadap Repurchase Intention dimediasi oleh Customer Satisfaction (Studi Pada Pengguna J & T Express Di Purworejo). Volatilitas, 1(6), 1–14.
Ardhanari, M. (2008). Customer Satisfaction Pengaruhnya Terhadap Brand Preference Dan Repurchase Intention Private Brand. Customer Satisfaction Pengaruhnya Terhadap Brand …. (Margaretha Ardhani) Jurnal Riset Ekonomi Dan Bisnis, 588(2), 58–69.
Budiono, R., Sondang, Y., Si, S., Sc, M., Pemasaran, P. M., Petra, U. K., & Siwalankerto, J. (2014). Pengaruh service quality terhadap loyalitas pelanggan dengan customer satisfaction sebagai variabel intervening pada ritel bioskop the premiere surabaya. 2(1), 1–7.
Choi, E. J., & Kim, S. H. (2013). The study of the impact of perceived quality and value of social enterprises on customer satisfaction and re-purchase intention. International Journal of Smart Home, 7(1), 239–252.
Ghozali, I. (2006). Aplikasi Analisis Multivariate Dengan Program SPSS (4 ed.). Universitas Diponegoro.
Hair, J., Black, W, C., Babin, B, J., & Anderson, R, E. (2010). Multivariate Data Analysis 7th Edition. United States : Pearson.
Irmawati, H., Yulisetiarini, D., & Wulandari, D. (2017). Pengaruh Lokasi Dan Brand Image Serta Kualitas Layanan Terhadap Kepuasan Pada Mahasiswa Fakultas Kedokteran Universitas Jember. Bisma, 11(2), 155. https://doi.org/10.19184/bisma.v11i2.6309
Izzudin, muhammad sidi, & Novandarii, W. (2018). The Effect Of Perceived Quality, Brand Image On Customer Satisfaction And Brand Awareness Toward Repurchase Intention. Journal of Research in Management, 1(3). https://doi.org/10.32424/jorim.v1i3.44
Kotler, P. (2012). Manajemen Pemasaran (Erlangga (ed.); 13th ed.). Pearson Education Limited.
Lin, Y. H., Lin, F. J., & Wang, K. H. (2020). The effect of social mission on service quality and brand image. Journal of Business Research, June. https://doi.org/10.1016/j.jbusres.2020.10.054
Maylina, D., & Mulazid, A. S. (2018). Analisis Pengaruh Service Quality , Customer Relationship Manajemen Dan Keunggulan Produk Tabungan Terhadap Loyatis Nasabah Pada Bank BRI Syariah.
Nietos, I. F., Zournatzi, E., Koustelios, A., & Costa, G. (2015). Relationship Among Service Quality, Customer Satisfaction, and Renewal Intentions in Recreation Theme Park in Greece. International Journal of Sport Management, Recreation & Tourism, 18, 41–55. https://doi.org/10.5199/ijsmart-1791-874x-18c
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. https://ejournal3.undip.ac.id/index.php/djom/article/view/17525/16774
Riana, I. G. A. P., & Dewi, P. (2019). Peran kepuasan konsumen memediasi pengaruh brand image terhadap repurchase intention. 8(5), 2722–2752.
Saleem, H., & Raja, N. S. (2014). The impact of service quality on customer satisfaction, customer loyalty and brand image: Evidence from hotel industry of Pakistan. Middle - East Journal of Scientific Research, 19(5), 706–711. https://doi.org/10.5829/idosi.mejsr.2014.19.5.21018
Saleem, M. A., Zahra, S., & Yaseen, A. (2017). Impact of service quality and trust on repurchase intentions – the case of Pakistan airline industry. Asia Pacific Journal of Marketing and Logistics, 29(5), 1136–1159. https://doi.org/10.1108/APJML-10-2016-0192
Savitri, I. A. P. D., & Wardana, I. M. (2018). Pengaruh citra merek, kualitas produk dan persepsi harga terhadap kepuasan dan niat beli ulang. 7(10), 5748–5782.
Shin, J. I., Chung, K. H., Oh, J. S., & Lee, C. W. (2013). The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea. International Journal of Information Management, 33(3), 453–463. https://doi.org/10.1016/j.ijinfomgt.2013.02.003
Song, H., Wang, J., & Han, H. (2019). International Journal of Hospitality Management E ff ect of image , satisfaction , trust , love , and respect on loyalty formation for name-brand co ff ee shops. International Journal of Hospitality Management, 79(December 2018), 50–59. https://doi.org/10.1016/j.ijhm.2018.12.011
Sugiyono. (2012). Metode Penelitian Kuantitatif Kualitatif dan R&B. In Alfabeta. Alfabeta.
Suhaily, L., & Soelasih, Y. (2017). What Effects Repurchase Intention of Online Shopping. International Business Research, 10(12), 113. https://doi.org/10.5539/ibr.v10n12p113
Suryana, P., & Dasuki, E. S. (2013). Analisis Faktor yang Mempengaruhi Keputusan Pembelian dan Implikasinya pada Minat Beli Ulang. Trikonomika, 12(2), 190. https://doi.org/10.23969/trikonomika.v12i2.479
Tan, Y. (2019). Pengaruh Service Quality Terhadap Repurchase Intention Dengan Customer Satisfaction Sebagai Variabel Intervening Pada PT Bank Central Asia Tbk. Studi Kasus KCU Darmo Surabaya. Journal of Chemical Information and Modeling, 53(9), 1689–1699.
Tjiptono, F. (2011). Pemasaran jasa. Bayu Media.
Umar, H. (2011). Metode Penelitian Untuk Skripsi dan Tesis Bisnis Edisi 11. PT Raja Grafindo Persada.
Utami, S. S. (2009). Analisi faktor-faktor yang mempengaruhi kepuasan konsumen dalam mepergunakan jasa transportasi pt. solo central taxi di surakarta. Ekonomi Dan Kewirausahaan, 9, 33–44.
Wang, Y., Anderson, J., Joo, S. J., & Huscroft, J. R. (2020). The leniency of return policy and consumers’ repurchase intention in online retailing. Industrial Management and Data Systems, 120(1), 21–39. https://doi.org/10.1108/IMDS-01-2019-0016
Widyartini, A. A., & Purbawati, D. (2019). Pengaruh Service Quality dan Price Terhadap Repurchase Intention dengan Customer Satisfaction Sebagai Variabel Intervening Pada Konsumen E-Commerce Elevenia.Co.Id di Kota Semarang. Jurnal Ilmu Administrasi Bisnis, 8(1), 1–11.
Wijaya, H. (2014). Consumers’ Perceptions, Attitudes and Repurchase Intention towards Private Label Staple Goods Products in Indonesia by Structural Equation Model - SEM. 2013, 1–26.
Wijaya, I., & Nurcaya, I. (2017). Kepuasan Pelanggan Memediasi Kualitas Produk Dan Kewajaran Harga Terhadap Loyalitas Merek Mcdonalds Di Kota Denpasar. E-Jurnal Manajemen Universitas Udayana, 6(3), 255159.
Yahya, N. (2018). The Effect Of Service Quality On Customer Satisfaction And Repurshase Intention On Goods Delivery Services. International Journal of Management and Commerce Innovation, 1401–1406.
Published
2022-03-31
How to Cite
Hamdi, A., & Thamrin, T. (2022). The effect of brand image and service quality on repurchase intention mediated by consumer destinations of Tangkelek distro in Bukittinggi city. Marketing Management Studies, 2(1), 36-47. https://doi.org/10.24036/mms.v2i1.120
Section
Articles
