The effect of service quality and food quality on repurchase intention with customer satisfaction as a mediation variable
Keywords:
Service quality, food quality, customer satisfaction, repurchase intention
Abstract
The purpose of this study was to analyze the extent to which the influence of service quality and food quality and brand image on repurchase intentions, with satisfaction as a mediating variable for Richese Factory Transmart Padang consumers who are not known with certainty. In this study, a sample of 230 respondents was used using a purposive sampling method. The analysis technique used in SEM analysis uses smart PLS4. The results of the study are (1) service quality has a significant effect on repurchase intention at Richeece Factory Transmart Padang City. (2) service quality has a significant effect on Customer Satisfaction at Richeece Factory Transmart Padang City. (3) Food quality has a significant effect on customer satisfaction at Richeece Factory Transmart Padang City. (4) Food quality has a significant effect on repurchase intention at Richeece Factory Transmart, Padang City. (7) Customer Satisfaction has a significant effect on repurchase intention at Richeece Factory Transmart, Padang City.
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References
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Chiu, W., & Cho, H. (2019). E-commerce brand: The effect of perceived brand leadership on consumers’ satisfaction and repurchase intention on e-commerce websites. Asia Pacific Journal of Marketing and Logistics, 33(6), 1339–1362. https://doi.org/10.1108/APJML-10-2018-0403
Erkmen, E., & Hancer, M. (2019). Building brand relationship for restaurants: An examination of other customers, brand image, trust, and restaurant attributes. International Journal of Contemporary Hospitality Management, 31(3), 1469–1487. https://doi.org/10.1108/IJCHM-08-2017-0516
Frank, B., Enkawa, T., & Schvaneveldt, S. J. (2015). The role of individualism vs. collectivism in the formation of repurchase intent: A cross-industry comparison of the effects of cultural and
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Jung, J., Kim, S. J., & Kim, K. H. (2020). Sustainable marketing activities of traditional fashion market and brand loyalty. Journal of Business Research, 120(August 2019), 294–301. https://doi.org/10.1016/j.jbusres.2020.04.019
Kitapci, O., Akdogan, C., & Dortyol, İ. T. (2014). The Impact of Service quality Dimensions on Patient Satisfaction, Repurchase Intentions and Word-of-Mouth Communication in the Public Healthcare Industry. Procedia - Social and Behavioral Sciences, 148, 161–169.
Kotler, P., & Keller, K. L. (2016). Marketing Management Edisi 15 Global Edition. England:Pearson Education Limited.
Liang, L. J., Choi, H. C., & Joppe, M. (2018). Exploring the relationship between satisfaction, trust and switching intention, repurchase intention in the context of Airbnb. International Journal of Hospitality Management, 69(October 2017), 41–48. https://doi.org/10.1016/j.ijhm.2017.10.015
Lu, A. C. C., Gursoy, D., & Lu, C. Y. (2015). Authenticity perceptions, brand equity and brand choice intention: The case of ethnic restaurants. International Journal of Hospitality Management, 50, 36–45. https://doi.org/10.1016/j.ijhm.2015.07.008
Maurisni, P., & Evanita, S. (2019). The Impact of Services Quality, Location and Word of Mouth to Repurchase Intention through Brand Image at Salon Muslimah Beauty Care Padang. 97(Piceeba), 284–293. https://doi.org/10.2991/piceeba-19.2019.34
Namin, A. (2017). Revisiting customers’ perception of service quality in fast food restaurants. Journal of Retailing and Consumer Services, 34(June 2016), 70–81. https://doi.org/10.1016/j.jretconser.2016.09.008
Njite, D., Njoroge, J., Parsa, H., Parsa, R., & van der Rest, J.-P. (2015). Consumer patronage and willingness-to-pay at different levels of restaurant attributes: A study from Kenya. Research in Hospitality Management, 5(2), 171–180. https://doi.org/10.1080/22243534.2015.11828342
Nyadzayo, M. W., & Khajehzadeh, S. (2016). The antecedents of customer loyalty: A moderated mediation model of customer relationship management quality and brand image. Journal of Retailing and Consumer Services, 30, 262–270. https://doi.org/10.1016/j.jretconser.2016.02.002
Odunlami, I. B. (2014). Impact of Customer Satisfaction and Customer Retention on Customer Loyalty: a Case Study of Enterprise Bank in Oyo. International Journal of Education and Research, 2(9), 427–450.
Palazzo, M., Foroudi, P., & Ferri, M. A. (2021). Examining antecedents and consequences of perceived service quality in the hotel industry: a comparison between London and New York. TQM Journal, 33(7), 193–221. https://doi.org/10.1108/TQM-09-2020-0203
Panda, S., Pandey, S. C., Bennett, A., & Tian, X. (2019). University brand image as competitive advantage: a two-country study. International Journal of Educational Management, 33(2), 234– 251. https://doi.org/10.1108/IJEM-12-2017-0374
Ramanathan, R., Di, Y., Ramanathan, U., Zhang, Z., & Zhang, Z. (2015). Benchmarking: An
International Journal Moderating roles of customer characteristics on the link between service factors and satisfaction in a buffet restaurant"Moderating roles of customer characteristics on the link between service factors and satisfacti. Benchmarking: An International Journal International Journal of Contemporary Hospitality Management International, 23(21), 705–722.
Rozekhi, N. A., Hussin, S., Abd Rahim Siddiqe, A. S. K., Ab Rashid, P. D., & Salmi, N. S. (2016). The Influence of Food Quality on Customer Satisfaction in Fine Dining Restaurant: Case in Penang. International Academic Research Journal of Business and Technology, 2(2), 45–50.
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
Sari, N. N., Fauzi, A., & Rini, E. S. (2021). The Effect of Electronic Word of Mouth (E-Wom) and Brand Image on Repurchase Intention Moderated by Brand Trust in the Garuda Indonesia Airline. International Journal of Research and Review, 8(9), 81–91. https://doi.org/10.52403/ijrr.20210912
Shariff, S. N. F. B. A., Omar, M. B., Sulong, S. N. B., Majid, H. A. B. M. A., Ibrahim, H. B. M., Jaafar, Z. B., & Ideris, M. S. K. Bin. (2015). The Influence of Service quality and Food Quality Towards Customer Fulfillment and Revisit Intention. Canadian Social Science, 11(8), 110–116. https://doi.org/10.3968/7369
Song, H. J., Wang, J. H., & Han, H. (2019). Effect of image, satisfaction, trust, love, and respect on loyalty formation for name-brand coffee shops. International Journal of Hospitality Management, 79(December 2018), 50–59. https://doi.org/10.1016/j.ijhm.2018.12.011
Steven, Hery Winoto Tj, & Eka Desy Purnama. (2021). The Effect Of Price Policy And Experiential Marketing On Repurchase Intention Mediated By Customer Satisfaction (Study at PT. Maybank Indonesia Finance Regional Jakarta). International Journal of Science, Technology & Management, 2(6),
Su, L., Swanson, S. R., & Chen, X. (2016). The effects of perceived service quality on repurchase intentions and subjective well-being of Chinese tourists: The mediating role of relationship quality. Tourism Management, 52, 82–95. https://doi.org/10.1016/j.tourman.2015.06.012
Su, L., Swanson, S. R., Chinchanachokchai, S., Hsu, M. K., & Chen, X. (2016). Reputation and intentions: The role of satisfaction, identification, and commitment. Journal of Business Research, 69(9), 3261–3269. https://doi.org/10.1016/j.jbusres.2016.02.023
Sugiyono. (2011). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: Alfabeta. Sugiyono. (2012). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta. Sugiyono. (2018). Metode Penelitian Bisnis.
Trimigno, A., Marincola, F. C., Dellarosa, N., Picone, G., & Laghi, L. (2015). Definition of food quality by NMR-based foodomics. Current Opinion in Food Science, 4, 99–104. https://doi.org/10.1016/j.cofs.2015.06.008
Wibisono, O. N., Widjaja, D. C., Perhotelan, P. M., Ekonomi, F., & Petra, U. K.
Zibarzani, M., Abumalloh, R. A., Nilashi, M., Samad, S., Alghamdi, O. A., Nayer, F. K., Ismail, M. Y., Mohd, S., & Mohammed Akib, N. A. (2022). Customer satisfaction with Restaurants Service quality during COVID-19 outbreak: A two-stage methodology. Technology in Society, 70(April), 101977. https://doi.org/10.1016/j.techsoc.2022.101977
Ahmad, Z., Jun, M., Khan, I., Abdullah, M., & Ghauri, T. A. (2016). Examining Mediating Role of Customer Loyalty for Influence of Brand Related Attributes on Customer Repurchase Intention. Journal of Northeast Agricultural University (English Edition), 23(2), 89–96. https://doi.org/10.1016/s1006-8104(16)30052-6
Amoako, G. K., Caesar, L. D., Dzogbenuku, R. K., & Bonsu, G. A. (2023). Service recovery performance and repurchase intentions: the mediation effect of service quality at KFC. Journal of Hospitality and Tourism Insights, 6(1), 110–130. https://doi.org/10.1108/JHTI-06-2021-0141
Amoako, G. K., Caesar, L. D., Dzogbenuku, R. K., & Bonsu, G. A. (2023). Service recovery performance and repurchase intentions: the mediation effect of service quality at KFC. Journal of Hospitality and Tourism Insights, 6(1), 110–130. https://doi.org/10.1108/JHTI-06-2021-0141
Bulut, Z. A. (2015). Determinants Of Repurchase Intention In Online Shopping: A Turkish Consumer Perspective. International Journal Business And Social Science. Dokuz Eylül University. International Journal of Business and Social Science, 6(10), 55–63.
Chiu, W., & Cho, H. (2019). E-commerce brand: The effect of perceived brand leadership on consumers’ satisfaction and repurchase intention on e-commerce websites. Asia Pacific Journal of Marketing and Logistics, 33(6), 1339–1362. https://doi.org/10.1108/APJML-10-2018-0403
Erkmen, E., & Hancer, M. (2019). Building brand relationship for restaurants: An examination of other customers, brand image, trust, and restaurant attributes. International Journal of Contemporary Hospitality Management, 31(3), 1469–1487. https://doi.org/10.1108/IJCHM-08-2017-0516
Frank, B., Enkawa, T., & Schvaneveldt, S. J. (2015). The role of individualism vs. collectivism in the formation of repurchase intent: A cross-industry comparison of the effects of cultural and
personal values. Journal of Economic Psychology, 51, 261–278. https://doi.org/10.1016/j.joep.2015.08.008
Hanaysha, J. (2016). Testing the effects of food quality, price fairness, and physical environment on customer satisfaction in fast food restaurant industry. Journal of Asian Business Strategy, 6(2), 31–40. https://doi.org/10.18488/journal.1006/2016.6.2/1006.2.31.40
Hsu, M. H., Chang, C. M., Chu, K. K., & Lee, Y. J. (2014). Determinants of repurchase intention in online group-buying: The perspectives of DeLone & McLean is success model and trust. Computers in Human Behavior, 36, 234–245. https://doi.org/10.1016/j.chb.2014.03.065
Jain, N. K., Gajjar, H., & Shah, B. J. (2021). Electronic logistics service quality and repurchase intention in e-tailing: Catalytic role of shopping satisfaction, payment options, gender and returning experience. Journal of Retailing and Consumer Services, 59(September), 102360. https://doi.org/10.1016/j.jretconser.2020.102360
Jiang, H., & Zhang, Y. (2016). An investigation of service quality, customer satisfaction and loyalty in China’s airline market. Journal of Air Transport Management, 57, 80–88. https://doi.org/10.1016/j.jairtraman.2016.07.008
Jung, J., Kim, S. J., & Kim, K. H. (2020). Sustainable marketing activities of traditional fashion market and brand loyalty. Journal of Business Research, 120(August 2019), 294–301. https://doi.org/10.1016/j.jbusres.2020.04.019
Kitapci, O., Akdogan, C., & Dortyol, İ. T. (2014). The Impact of Service quality Dimensions on Patient Satisfaction, Repurchase Intentions and Word-of-Mouth Communication in the Public Healthcare Industry. Procedia - Social and Behavioral Sciences, 148, 161–169.
Kotler, P., & Keller, K. L. (2016). Marketing Management Edisi 15 Global Edition. England:Pearson Education Limited.
Liang, L. J., Choi, H. C., & Joppe, M. (2018). Exploring the relationship between satisfaction, trust and switching intention, repurchase intention in the context of Airbnb. International Journal of Hospitality Management, 69(October 2017), 41–48. https://doi.org/10.1016/j.ijhm.2017.10.015
Lu, A. C. C., Gursoy, D., & Lu, C. Y. (2015). Authenticity perceptions, brand equity and brand choice intention: The case of ethnic restaurants. International Journal of Hospitality Management, 50, 36–45. https://doi.org/10.1016/j.ijhm.2015.07.008
Maurisni, P., & Evanita, S. (2019). The Impact of Services Quality, Location and Word of Mouth to Repurchase Intention through Brand Image at Salon Muslimah Beauty Care Padang. 97(Piceeba), 284–293. https://doi.org/10.2991/piceeba-19.2019.34
Namin, A. (2017). Revisiting customers’ perception of service quality in fast food restaurants. Journal of Retailing and Consumer Services, 34(June 2016), 70–81. https://doi.org/10.1016/j.jretconser.2016.09.008
Njite, D., Njoroge, J., Parsa, H., Parsa, R., & van der Rest, J.-P. (2015). Consumer patronage and willingness-to-pay at different levels of restaurant attributes: A study from Kenya. Research in Hospitality Management, 5(2), 171–180. https://doi.org/10.1080/22243534.2015.11828342
Nyadzayo, M. W., & Khajehzadeh, S. (2016). The antecedents of customer loyalty: A moderated mediation model of customer relationship management quality and brand image. Journal of Retailing and Consumer Services, 30, 262–270. https://doi.org/10.1016/j.jretconser.2016.02.002
Odunlami, I. B. (2014). Impact of Customer Satisfaction and Customer Retention on Customer Loyalty: a Case Study of Enterprise Bank in Oyo. International Journal of Education and Research, 2(9), 427–450.
Palazzo, M., Foroudi, P., & Ferri, M. A. (2021). Examining antecedents and consequences of perceived service quality in the hotel industry: a comparison between London and New York. TQM Journal, 33(7), 193–221. https://doi.org/10.1108/TQM-09-2020-0203
Panda, S., Pandey, S. C., Bennett, A., & Tian, X. (2019). University brand image as competitive advantage: a two-country study. International Journal of Educational Management, 33(2), 234– 251. https://doi.org/10.1108/IJEM-12-2017-0374
Ramanathan, R., Di, Y., Ramanathan, U., Zhang, Z., & Zhang, Z. (2015). Benchmarking: An
International Journal Moderating roles of customer characteristics on the link between service factors and satisfaction in a buffet restaurant"Moderating roles of customer characteristics on the link between service factors and satisfacti. Benchmarking: An International Journal International Journal of Contemporary Hospitality Management International, 23(21), 705–722.
Rozekhi, N. A., Hussin, S., Abd Rahim Siddiqe, A. S. K., Ab Rashid, P. D., & Salmi, N. S. (2016). The Influence of Food Quality on Customer Satisfaction in Fine Dining Restaurant: Case in Penang. International Academic Research Journal of Business and Technology, 2(2), 45–50.
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
Sari, N. N., Fauzi, A., & Rini, E. S. (2021). The Effect of Electronic Word of Mouth (E-Wom) and Brand Image on Repurchase Intention Moderated by Brand Trust in the Garuda Indonesia Airline. International Journal of Research and Review, 8(9), 81–91. https://doi.org/10.52403/ijrr.20210912
Shariff, S. N. F. B. A., Omar, M. B., Sulong, S. N. B., Majid, H. A. B. M. A., Ibrahim, H. B. M., Jaafar, Z. B., & Ideris, M. S. K. Bin. (2015). The Influence of Service quality and Food Quality Towards Customer Fulfillment and Revisit Intention. Canadian Social Science, 11(8), 110–116. https://doi.org/10.3968/7369
Song, H. J., Wang, J. H., & Han, H. (2019). Effect of image, satisfaction, trust, love, and respect on loyalty formation for name-brand coffee shops. International Journal of Hospitality Management, 79(December 2018), 50–59. https://doi.org/10.1016/j.ijhm.2018.12.011
Steven, Hery Winoto Tj, & Eka Desy Purnama. (2021). The Effect Of Price Policy And Experiential Marketing On Repurchase Intention Mediated By Customer Satisfaction (Study at PT. Maybank Indonesia Finance Regional Jakarta). International Journal of Science, Technology & Management, 2(6),
Su, L., Swanson, S. R., & Chen, X. (2016). The effects of perceived service quality on repurchase intentions and subjective well-being of Chinese tourists: The mediating role of relationship quality. Tourism Management, 52, 82–95. https://doi.org/10.1016/j.tourman.2015.06.012
Su, L., Swanson, S. R., Chinchanachokchai, S., Hsu, M. K., & Chen, X. (2016). Reputation and intentions: The role of satisfaction, identification, and commitment. Journal of Business Research, 69(9), 3261–3269. https://doi.org/10.1016/j.jbusres.2016.02.023
Sugiyono. (2011). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: Alfabeta. Sugiyono. (2012). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta. Sugiyono. (2018). Metode Penelitian Bisnis.
Trimigno, A., Marincola, F. C., Dellarosa, N., Picone, G., & Laghi, L. (2015). Definition of food quality by NMR-based foodomics. Current Opinion in Food Science, 4, 99–104. https://doi.org/10.1016/j.cofs.2015.06.008
Wibisono, O. N., Widjaja, D. C., Perhotelan, P. M., Ekonomi, F., & Petra, U. K.
Zibarzani, M., Abumalloh, R. A., Nilashi, M., Samad, S., Alghamdi, O. A., Nayer, F. K., Ismail, M. Y., Mohd, S., & Mohammed Akib, N. A. (2022). Customer satisfaction with Restaurants Service quality during COVID-19 outbreak: A two-stage methodology. Technology in Society, 70(April), 101977. https://doi.org/10.1016/j.techsoc.2022.101977
Published
2023-12-15
How to Cite
Faizah, N., & Abror. (2023). The effect of service quality and food quality on repurchase intention with customer satisfaction as a mediation variable. Marketing Management Studies, 3(4), 418-430. https://doi.org/10.24036/mms.v3i4.417
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