Published: 2024-01-03

Pengaruh Customer Experience Dan Kualitas Pelayanan Terhadap Minat Beli Ulang Memediasi Kepuasan Pelanggan

DOI: 10.35870/jemsi.v9i6.2016

Andria Ningsih Nining, Delfi Hurnis delfi
  • Andria Ningsih Nining: institut teknologi dan bisnis haji agus salim bukittinggi , Indonesia
  • Delfi Hurnis delfi: institut teknologi dan bisnis haji agus salim bukittinggi , Indonesia
Issue Cover

Downloads

Article Metrics
Share:

Abstract

Penelitian ini bertujuan untuk menguji dan menganalisis bagaimana pengaruh customer experience dan kualitas pelayanan terhadap minat beli ulang dan kepuasan  pelanggan  merupakan variable moderasi. Populasi yang akan dijadikan penelitian berjumlah 100 orang. Teknik pengambilan sampel pada penelitian ini dilakukan dengan cara metode pengambilan Purposive sampling. Dalam penelitian ini desain yang digunakan berdasarkan data metode pengumpulannya yaitu penelitian survei. Jenis data dalam penelitian ini adalah data kualitatif dan kuantitatif. Data yang terkumpul akan dianalisis secara deskriptif dan diproses menggunakan PLS versi 4.0. Hasil analisis menunjukkan bahwa Customer Experience berpengaruh signifikan Terhadap Minat Beli Ulang, Kepuasan Pelanggan berpengaruh signifikan terhadap Minat Beli Ulang, Kualitas Pelayanan berpengaruh signifikan terhadap Minat Beli Ulang, Kepuasan Pelanggan tidak signifikan Memoderasi  pengaruh Customer Experience terhadap Minat Beli Ulang dan Kepuasan Pelanggan tidak signifikan memoderasi pengaruh Kualitas Pelayanan terhadap Minat Beli Ulang.


Kata  Kunci:  Customer Experience; Kualitas Pelayanan; Minat Beli Ulang; dan Kepuasan Pelanggan


 

Keywords

No keywords available.

Peer Review Process

This article has undergone a double-blind peer review process to ensure quality and impartiality.

Indexing Information

Discover where this journal is indexed at our indexing page to understand its reach and credibility.

Open Science Badges

This journal supports transparency in research and encourages authors to meet criteria for Open Science Badges by sharing data, materials, or preregistered studies.

How to Cite

Nining, A. N. (2024). Pengaruh Customer Experience Dan Kualitas Pelayanan Terhadap Minat Beli Ulang Memediasi Kepuasan Pelanggan (D. H. delfi, Trans.). JEMSI (Jurnal Ekonomi, Manajemen, Dan Akuntansi), 9(6), 2971-2979. https://doi.org/10.35870/jemsi.v9i6.2016
Article Information

This article has been peer-reviewed and published in the JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi). The content is available under the terms of the Creative Commons Attribution 4.0 International License.

  • Issue: Vol. 9 No. 6 (2023)

  • Section: Articles

  • Published: %750 %e, %2024

AI Research Hub

This article is indexed and available through various AI-powered research tools and citation platforms. Our AI Research Hub ensures that scholarly work is discoverable, accessible, and easily integrated into the global research ecosystem. By leveraging artificial intelligence for indexing, recommendation, and citation analysis, we enhance the visibility and impact of published research.

Semantic Scholar Scite Dimensions Connected Papers
Scholarly Connection Platforms
Dimensions Dimensions Connected Papers Connected Papers Scite Scite Google Scholar Google Scholar Semantic Scholar Semantic Scholar Garuda Garuda Scilit Scilit Crossref Crossref BASE BASE Zenodo Zenodo Unpaywall Unpaywall OpenCitations OpenCitations
Author Biographies

No author biographies available.

References
  • Afrima Widanti, dkk (2022). Pengaruh Kualitas Pelayanan dan Kepuasan Pelanggan Terhadap Niat Pembelian Ulang Pada Konsumen Hypermart. Managament Insight: Jurnal Ilmiah Manajemen. Volume 17, No.2.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Fedika Harfania, (2018). Pengaruh Promosi Penjualan, Experiential Marketing, Kualitas Produk Dan Kualitas Pelayanan Terhadap Minat Beli Ulang (Studi Kasus Pada Restoran Ayam Geprek Sa‘I Yogyakarta), Jurnal Manajemen Bisnis Indonesia (JMBI) 7, no. 6.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Giantari, I. G. A. K, Zain, D, Rahayu, M., & Solimun. (2013). The Role Of Perceived Behavioral Control and Trust as Mediator of Experience on OnlinePurchasing Intentions Relationship A Study on Youth in Denpasar City (Indonesia). International Journal of Bussiness and Maanagement Invention, 2(1), pp. 30- 38.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Henry Susanto Pranoto, dkk (2023) Service Quality Influence On Repurchase Intention, Through Customer Satisfaction Mediation: Indonesia Music Studio Perspective. Jurnal Aplikasi Manajemen dan Bisnis, Vol. 9 No.3. DOI: http://dx.doi.org/10.17358/jabm.9.3.706
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Jessica Venessya. (2023). Pengaruh Customer Experience dan Customer Value Terhadap Repurchase Intention Melalui Customer Satisfaction pada Spotify Premium. Jurnal Ilmiah Manajemen Kesatuan. DOI: 10.37641/jimkes.v11i2.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Jumawar, E., & Nurmartian, E. (2022). Pengaruh Customer Experience Dan CustomerValue Terhadap Customer Loyalty Indihome (Pada Pelanggan Indihome Area Gegerkalong). Journal Competency of Business, 5(02), 102 111. https://doi.org/10.47200/jcob.v5i02.1094
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Kartajaya, Hermawan. (2006). Hermawan Kartajaya on Service. Bandung: Penerbit Mizan
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Kelvianto Kusuma. (2018). Pemediasian Kepuasan Konsumen Pada Pengaruh Kualitas Layanan Dan Harga Terhadap Minat Beli Ulang Perusahaan Sinar Karya Pemenang. PERFORMA: Jurnal Manajemen dan Start-Up Bisnis Volume 3, Nomor 3.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Komara, A. T. (2013). “Pengaruh E-Service Quality Dan E-Recovery Service Quality Terhadap E- Satisifaction Serta Implikasinya Pada E-Loyalty Pelanggan Maskapai Penerbangan Air Asia. Jurnal Ekonomi, Bisnis & Entrepreneurship”, 7, 105– 115.http://jurnal.stiepas.ac.id/index.php/jebe/article/view/100
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Miftahul janah, Dkk, (2023). Pengaruh Customer Experience Dan Kepuasan Terhadap Keputusan Pembelian Ulang Di Foodbox Kota Bima. Journal of Management and Social Sciences (JIMAS). Vol.2, No.3. DOI: https://doi.org/10.55606/jimas.v2i3.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Nadila Deliana. (2022). Pengaruh Kualitas Websitedan Kualitas Layanan Terhadap Minat Beli Ulang Melalui Kepuasan Dan Kepercayaan Konsumen Shopee. Jurnal Indonesia Sosial Teknologi. Vol. 3, No., 3.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Ni Putu Dila Ardelia & I Ketut Rahyuda. (2022). Peran Kepuasan Memediasi Pengaruh Pengalaman Pelanggan Dan Kepercayaan Terhadap Niat Beli Ulang Secara Online E-Jurnal Ekonomi Dan Bisnis Universitas Udayana. Vol. 11 No. 10.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
  • Pappas, Ilias O, Adamantia G. Pateli, Michail N. Giannakos & Vassilios Chrissikopoulos. (2014). Moderating Effects of Online Shopping Experience On Customer Satisfaction and Repurchase Intentions. International Journal of Retail and Distribution Management, 42(3), pp. 187-204.
    Google Scholar Scite Semantic Scholar Scilit Crossref Connected Papers
License & Copyright

Authors who publish with this journal agree to the following terms:

1. Copyright Retention and Open Access License

Authors retain copyright of their work and grant the journal non-exclusive right of first publication under the Creative Commons Attribution 4.0 International License (CC BY 4.0).

This license allows unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

2. Rights Granted Under CC BY 4.0

Under this license, readers are free to:

  • Share — copy and redistribute the material in any medium or format
  • Adapt — remix, transform, and build upon the material for any purpose, including commercial use
  • No additional restrictions — the licensor cannot revoke these freedoms as long as license terms are followed

3. Attribution Requirements

All uses must include:

  • Proper citation of the original work
  • Link to the Creative Commons license
  • Indication if changes were made to the original work
  • No suggestion that the licensor endorses the user or their use

4. Additional Distribution Rights

Authors may:

  • Deposit the published version in institutional repositories
  • Share through academic social networks
  • Include in books, monographs, or other publications
  • Post on personal or institutional websites

Requirement: All additional distributions must maintain the CC BY 4.0 license and proper attribution.

5. Self-Archiving and Pre-Print Sharing

Authors are encouraged to:

  • Share pre-prints and post-prints online
  • Deposit in subject-specific repositories (e.g., arXiv, bioRxiv)
  • Engage in scholarly communication throughout the publication process

6. Open Access Commitment

This journal provides immediate open access to all content, supporting the global exchange of knowledge without financial, legal, or technical barriers.

Downloads