PREDICTING THE REPURCHASE INTENT OF LOCAL BRAND SKINCARE CONSUMERS: Does Brand Image and Service Quality Influence?
Main
Dewi Nur Indah Safitri*
Usep Suhud
Andi Muhammad Sadat
The purpose of this study is to examine the effect of brand image and service quality on repurchase intention and customer satisfaction, and investigate whether customer satisfaction mediates the influence of brand image and service quality on repurchase intention. The data collection method uses a survey instrument in the form of a questionnaire. The object of this study is consumers of local brand skincare products, namely MS Glow, with samples who have purchased these products. Data analysis uses Amos to process and analyze research data. The results of the analysis show that brand image and service quality have a partial effect on repurchase intention, and that they also have a partial effect on customer satisfaction. Additionally, repurchase intention is found to mediate the relationship between brand image and service quality variables and customer satisfaction.
Amilia, S. (2017). Pengaruh citra merek, harga, dan kualitas produk terhadap keputusan pembelian handphone merek xiaomi di kota langsa. Jurnal Manajemen Dan Keuangan, 6(1), 660–669.
Apdillah, D., Panjaitan, K., Stefanny, N. T. P., & Surbakti, F. A. (2022). The Global Competition in The Digital Society 5.0 Era: The Challenges of The Younger Generation. Journal of Humanities, Social Sciences and Business (JHSSB), 1(3), 75–80. https://doi.org/https://doi.org/10.55047/jhssb.v1i3.151
Aryani, D., & Rosinta, F. (2011). Pengaruh kualitas layanan terhadap kepuasan pelanggan dalam membentuk loyalitas pelanggan. BISNIS & BIROKRASI: Jurnal Ilmu Administrasi Dan Organisasi, 17(2).
Cahyani, P. D., & Alvianto, A. (2020). Pengaruh Kualitas Layanan, Kualitas Produk, dan Pemasaran Spiritual terhadap Kepuasan Nasabah (Komparasi Bank BNI Syariah Kantor Cabang Yogyakarta dan Purwokerto). Islamadina: Jurnal Pemikiran Islam, 27–41.
Fakaubun, U. F. K. (2019). Pengaruh Citra Merek Terhadap Minat Beli Ulang Sepatu Adidas Di Malang Melalui Kepuasan Pelanggan Sebagai Variabel Intervening (Studi Kasus Pada Toko Sport Station Dinoyo, Malang). Jurnal Ilmu Manajemen (JIMMU), 4(2), 221–234.
Fakaubun, U. F. K. (2020). Pengaruh Citra Merek Terhadap Minat Beli Ulang Sepatu Adidas Di Malang Melalui Kepuasan Pelanggan Sebagai Variabel Intervening (Studi Kasus Pada Toko Sport Station Dinoyo, Malang). Jurnal Ilmu Manajemen (JIMMU), 2(2), 58–73.
Gunardi, C. G., & Erdiansyah, R. (2019). Pengaruh Citra Merek dan Kualitas Pelayanan terhadap Kepuasan Pelanggan Restoran Mangkok Ku. Prologia, 3(2), 456–463. https://doi.org/10.24912/Pr.V3i2.6387
Hadisurya, J. (2008). Pengaruh Citra, Kualitas Pelayanan, Dan Kepuasan Terhadap Loyalitas Nasabah Bank. Jurnal Manajemen Dan Pemasaran Jasa, 1(2), 78–91. https://doi.org/10.25105/Jmpj.V1i2.1211
Hair Jr, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2021). A primer on partial least squares structural equation modeling (PLS-SEM). Sage publications.
Hartanto, A. (2019). Pengaruh kualitas produk, kualitas layanan, dan lingkungan fisik terhadap loyalitas pelanggan melalui kepuasan pelanggan sebagai variabel mediasi di De Mandailing Café Surabaya. Agora, 7(1), 1–9.
Hendrison, H., & Husda, N. E. (2020). Pengaruh Kualitas Pelayanan, Lokasi Dan Citra Perusahaan Terhadap Kepuasan Nasabah Pada Pt Asuransi Reliance Indonesia. Magisma: Jurnal Ilmiah Ekonomi Dan Bisnis, 8(1), 34–42. https://doi.org/10.35829/Magisma.V1i1.67
Laksmi, A. D., & Wardana, I. M. (2015). Peran sikap dalam memediasi pengaruh kesadaran lingkungan terhadap niat beli produk ramah lingkungan. E-Jurnal Manajemen Unud, 4(7), 1902–1917.
Lubis, A. S., & Andayani, N. R. (2017). Pengaruh kualitas pelayanan (service quality) terhadap kepuasan pelanggan pt. sucofindo batam. Journal of Applied Business Administration, 1(2), 232–243. https://doi.org/10.30871/Jaba.V1i2.619
Martinez, B., & Kim, S. (2012). Predicting purchase intention for private sale sites. Journal of Fashion Marketing and Management: An International Journal, 16(3), 342–365. https://doi.org/10.1108/13612021211246080
Maulana, A. S. (2016). Pengaruh kualitas pelayanan dan harga terhadap kepuasan pelanggan PT. TOI. Jurnal Ekonomi Universitas Esa Unggul, 7(2), 113–125. https://doi.org/10.52160/Ejmm.V2i5.157
Miranthi, A., & Idris, I. (2017). Pengaruh citra perusahaan, kualitas layanan, dan persepsi harga terhadap minat beli ulang melalui kepuasan pelanggan sebagai variabel intervening (studi pada penumpang new atlas taksi semarang). Diponegoro Journal of Management, 6(3), 61–68.
Nyarmiati, N., & Astuti, S. R. T. (2021). Analisis Pengaruh Kualitas Layanan, Kualitas Produk, Brand Image Dan Perceived Value Terhadap Minat Beli Ulang Dengan Kepuasan Pelanggan Sebagai Variabel Intervening (Studi Pada Konsumen Rumah Makan Pondok Bandeng BaBe Kabupaten Pati). Diponegoro Journal of Management, 10(2).
Saidani, B., & Arifin, S. (2012). Pengaruh kualitas produk dan kualitas layanan terhadap kepuasan konsumen dan minat beli pada ranch market. JRMSI-Jurnal Riset Manajemen Sains Indonesia, 3(1), 1–22.
Savitri, I. A. P. D., & Wardana, I. M. (2018). Pengaruh Citra Merek, Kualitas Produk Dan Persepsi Harga Terhadap Kepuasan Dan Niat Beli Ulang. E-Jurnal Manajemen Universitas Udayana, 7(10), 5748. https://doi.org/10.24843/ejmunud.2018.v07.i10.p19
Shafiee, M. M., Sanayei, A., Shahin, A., & Dolatabadi, H. R. (2014). The role of brand image in forming airlines passengers’ purchase intention: study of Iran aviation industry. International Journal of Services and Operations Management, 19(3), 360–376. https://doi.org/10.1504/Ijsom.2014.065370
Soltani, M., Esfidani, M. R., Jandaghi, G., & Soltaninejad, N. (2016). The effect of service quality on private brand image and purchase intention in the chain stores of ETKA. World Scientific News, 2(47), 202–216.
Subagio, H., & Saputra, R. (2012). Pengaruh perceived service quality, perceived value, satisfaction dan image terhadap customer loyalty (studi kasus Garuda Indonesia). Jurnal Manajemen Pemasaran, 7(1), 42–52. https://doi.org/10.9744/Pemasaran.7.1.42-52
Sunarti, M. A., & Mawardi, M. K. (2015). Pengaruh Citra Merek Terhadap Minat Beli Survei Pada Mahasiswa Universitas Brawijaya Yang Menggunakan Pasta Gigi Pepsodent. Jurnal Administrasi Bisnis, 25(1), 1–7.
Tarigan, A. N., & Raja, P. L. (2022). Influence Of Celebrity Endorser And Brand Image On Purchase Decision Of Erigo Products:(Study on Erigo consumers in Medan City). Journal Of Management, Accounting, General Finance And International Economic Issues (MARGINAL), 2(1), 282–298.
Tjiptono, F. (2008). Pemasaran Stratrgik Yogyakarata. Andi.
Wijaya, H. (2014). Consumers’ Perceptions, Attitudes and Repurchase Intention towards Private Label Staple Goods Products in Indonesia by Structural Equation Model-SEM. Magister of Management Faculty of Economics Atma Jaya Catholic University of Indonesia, 4, 1–26.
Wirtz, J., & Lovelock, C. (2021). Services marketing: People, technology, strategy. World Scientific.
Wu, P. C. S., Yeh, G. Y.-Y., & Hsiao, C.-R. (2011). The effect of store image and service quality on brand image and purchase intention for private label brands. Australasian Marketing Journal, 19(1), 30–39. https://doi.org/10.1016/J.Ausmj.2010.11.001
Wulandari, S., & Marlena, N. (2020). Pengaruh Kualitas Layanan Terhadap Minat Beli Ulang Dengan Kepuasan Konsumen Sebagai Variabel Intervening Pada Pengguna Transportasi Migo Di Surabaya. Jurnal Pendidikan Tata Niaga (JPTN), 8(2), 791–797. https://doi.org/10.26740/jptn.v8n2.p%p
Yang, K. F., Yang, H. W., Chang, W. Y., & Chien, H. K. (2017). The effect of service quality among customer satisfaction, brand loyalty and brand image. International Conference on Industrial Engineering and Engineering Management (IEEM), 2286–2290. https://doi.org/10.1109/IEEM.2017.8290299
