Building Repurchase Intention of Customers for Grab Transportation Services in Brosem Smes, Batu City With Customer Satisfaction as a Mediator Variable

Yogi Dwi  Lestari; Sudarmiatin; Ludi Wishnu  Wardana

doi:10.55927/ajma.v2i4.6631

Authors

Yogi Dwi Lestari Doctoral Program in Management Science Universitas Negeri Malang
Sudarmiatin Universitas Negeri Malang
Ludi Wishnu Wardana Universitas Negeri Malang

DOI:

https://doi.org/10.55927/ajma.v2i4.6631

Keywords:

Customer Value, Customer Satisfaction, Repurchase Intention, Service Quality, Small Medium Enterprises

Abstract

The aim of this research is to determine effectiveness customer satisfaction in mediating service quality and customer value in building repurchase intention Grab transportation service for Brosem SMEs, Batu City. This research is quantitative descriptive. The population of this research is members of Brosem SMEs Kota Batu who use Grab transportation services with a sample of 76 respondents. Sample size guidelines using saturated samples. Data analysis in this research used descriptive statistical techniques and inferential statistical analysis with the SPSS application. The results of this research show that service quality proven to have no effect on customer satisfaction but it has been proven to have an effect on repurchase intention, either directly or through mediation customer satisfaction. Where as customer value proven to have a positive and significant effect on customer satisfaction and its influence on repurchase intention with mediation customer satisfaction. However customer value has no effect on repurchase intention directly.

Downloads

Download data is not yet available.

References

Afthanorhan, Asyraf, Zainudin Awang, Norfadzilah Rashid, HazimiFoziah, and Puspa Liza. 2019. "Assessing the Effects of Service Quality on Customer Satisfaction."Management Science Letters 9 (1): 13–24. https://doi.org/10.5267/j.msl.2018.11.004.

Ain, Nurul, and Ririn Tri Ratnasari. 2015. "The Influence of Brand Image

"Through Consumer Attitudes towards Repurchase Intentions on Zoya Muslim Clothing Products in Surabaya."Journal of Theoretical and Applied Sharia Economics2 (7): 553–69. https://doi.org/10.20473/vol2iss20157pp553-569.

Ali, B. Jamal, Bayar Gardi, B. Jabbar Othman, S. Ali Ahmed, N. Burhan Ismael, P. Abdalla Hamza, H.

Mahmood Aziz, B. Yassin Sabir, Sarhang Sorgulama, and Govand Anwar. 2021. “Hotel Service Quality: The Impact of Service Quality on Customer Satisfaction in Hospitality.” International Journal of Engineering, Business and Management (IJEBM) 5 (3): 14–28. https://doi.org/10.22436/jmcs.09.01.04.

Annur, C. Mutiara. 2022. "The value of online motorcycle taxi transactions in Indonesia is projected to reach IDR 124 trillion in 2022."Databoks.Katadata.Co.Id 2022: 2025.

https://databoks.katadata.co.id/datapublish/2022/10/31/besar-transaksi-ojek-online-di-indone sia-diproduksi-sebesar-rp124-triliun-pada-2022.

———. 2023. "Indonesia is the Largest Online Food Delivery Market in ASEAN."Databoks. https://databoks.katadata.co.id/datapublish/2023/01/19/indonesia-pasar-online-food-delivery-terbesar-di-asean.

Anoraga, P. 2000.Business management. Jakarta: PT Rineka Cipta.

Barron, R.M. Dan Kenny, D.A. 1986. The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations. Journal of Personality and Social Psychology. 51 (6): 1173-1182

Correa, Carlos, David Alarcón, and Ignacio Cepeda. 2021. “‘I Am Delighted!’: The Effect of Perceived Customer Value on Repurchase and Advocacy Intention in B2B Express Delivery Services.” Sustainability (Switzerland) 13 (11). https://doi.org/10.3390/su13116013.

Dewi, I G. A. Pt. Riana Pramesti, and Ni Wayan Ekawati. 2019. "The Role of Consumer Satisfaction in Mediating the Influence of Brand Image on Repurchase Intention."Udayana University Management E-Journal8 (5): 2722–55. https://doi.org/10.24843/ejmunud.2019.v08.i05.p05.

https://jawatimuran1.wordpress.com/2013/12/21/sari-apel-kota-batu/ accessed September 2023https://lenteratoday.com/teken-kerjasama-dengan-grabid-pemkot-batu-optimis-percepat-akses-di digital-for-umkm/ accessed October 2023

https://www.gramedia.com/literasi/pendiri-grab/#google_vignette accessed October 2023https://www.grab.com/id/blog/driver/grab-indonesia-pertumbuhan-mitra-grab-driver-merata-hing not-all-indonesia/accessed October 2023

Kotler, P., & Keller, K. L. (2009).Marketing management volume 1, Thirteenth edition, Bob Sabran translation. Jakarta: Erlangga.

Kotler, P., & Keller, K. L. (2012). Marketing Management (14 ed.). Jakarta: INDEX. Kusnandar, V. Budy. 2022. "Electronic Money in Circulation Reaches 772 Million Units in November 2022."Katadata.Co.Id, no. November: 2022.

https://databoks.katadata.co.id/datapublish/2023/02/17/uang-elektronik-yang-beredar-tembu s-772-juta-unit-pada-november-2022.

Nurahman, Ikhsan. 2021. "The Influence of Customer Value and Customer Experience on (Jmb Unsrat) Repurchase Decisions Through Customer Satisfaction on Grab Online Transportation (Survey of Grab Customers in Sleman Regency) Ikhsan."Sam Ratulangi University Scientific Journal of Business Management and Innovation Influence8 (2): 404–26.

https://ejournal.unsrat.ac.id/index.php/jmbi/article/view/35039/33302.

Octavian, Louissandro. 2022. "The Influence of Product Quality, Price, Service Quality and Customer Value on Customer Satisfaction at Procella Springbeds in Palembang."Multi Data University Palembang Scientific Journal of Economics and Business11 (2): 388–96.

Parasuraman, A; Zeithaml, V.A; & Berry, L.L. 1985. A Conceptual Model of Service Quality and Its Implication for Future Research. Journal of Marketing. 49: 41-50.

Rompas, J. Juandy Livingstone, Lisbeth Mananeke, and Frederik G. Worang. 2020. "Customer Relationship Management and Customer Value Its Influence on Customer Satisfaction and Its Implications for Customer Loyalty in Commercial Credit Customers of Pt. Bank Sulutgo Manado Main Branch Office.”Sam Ratulangi University Scientific Journal of Business Management and Innovation7 (3): 368–78.

Tjiptono, Fandy. 2014. Services Marketing-Principles, Applications, and Research. Yogyakarta: Andi Offset.

Wilson, Nicholas, KeniKeni, and Pauline Henriette Pattyranie Tan. 2019. “The Effect of Website Design Quality and Service Quality on Repurchase Intention in the E-Commerce Industry: A Cross-Continental Analysis.” Gadjah Mada International Journal of Business21 (2): 187–222. https://doi.org/10.22146/gamaijb.33665.

Woodruff, R.B. 1997. Customer Value: The Next Source for Competitive Advantage. Journal of Academy of Marketing Science. 25(2): 139-153.