Richard L. Oliver created the Expectancy Disconfirmation Theory (EDT) in 1980. It is a useful tool for gauging customer happiness or discontent. This idea clarifies the feelings of contentment or discontent that arise following the acquisition of a good or service. When customers' original expectations about the performance of a product or service are compared to their actual experience after using it, customer satisfaction is determined.

Business-to-business transactions are those that take place between two business entities, whether they are electronic or physical, according to Umar (2016). In business-to-business (B2B) transactions, goods and services are usually sold to other companies rather than to consumers directly. Additionally, the B2B marketing approach differs from the B2C one in that it is more constrained and typically has less impact on each interaction. Agustini et al. (2020) define business-to-business (B2B) as the process by which a company sells goods or services to knowledgeable consumers who are able to assess competing offers.

Established on September 25, 2015, and approved by a number of United Nations member nations, the Sustainable Development Goals (SDGs) are an extension of the Millennium Development Goals (MDGs). The definition of the SDGs was first presented by Norwegian Harlem Brundtland in "Our Common Future" in 1987. By tackling global concerns including poverty, inequality, climate change, environmental degradation, and justice, the SDGs aim to build a more sustainable future, according to the UN (Safitri et al., 2022).

Purnapardi & Indrawari (2022) define repurchase intention as the act of making more purchases as a result of a customer's contentment with the caliber of the products or services provided. Repurchase intention is defined by Adiantari & Seminari (2022) as a set of consumer behaviors that create a desire to use a good or service once more in the future. Repurchase intention, according to Ellitan & Suhartatik (2023), is a post-purchase activity that is impacted by customer pleasure or discontent and that subsequently influences future customer behavior.

Customer satisfaction is defined as "a product’s received performance (or outcome) in relation to the person’s expectation" by Kotler & Keller (2016). This refers to the satisfaction or dissatisfaction that arises from contrasting actual performance with expectations. Schiffman & Kanuk (2007) state that the consumer will be satisfied if the performance meets their expectations, but disappointed if it does not. To sum up, the way a person feels about a performance or service in comparison to their expectations is known as customer satisfaction.

A website is defined by Winata et al. (2023) as a computer application that runs in a browser and gives users access to many web sites. According to another definition, a website is a group of pages hosted on a domain that display different kinds of information from a business or organization. This data may be presented as text, pictures, audio, or other formats. Websites made by businesses or organizations also need to be able to protect user (customer) data.

Herawati (2019) defines quality as the state of goods, services, people, and the environment that meet or above expectations. A service is any direct activity that entails the acquisition and use of products or services, including the process of choosing which course of action to take. As a result, attempts to satisfy requirements including goods, services, people, and a dynamic environment are all included in the activity of service quality.

The way that consumers perceive a price—whether it is high, cheap, or reasonable—is known as price perception, according to Schiffman & Kanuk (2018). Price perception, according to Aripin & Negara (2021), also entails a customer's assessment of a product or service's worth in relation to comparable products.

Effect of Website Quality on Customer Satisfaction

According to research by Roz and Widagdo (2021), customer satisfaction is positively and significantly impacted by the quality of websites. Likewise, Firdaus and Hardiyanto (2021) discovered that consumer happiness is favorably and considerably impacted by the quality of websites.

H1: Customer happiness is positively and significantly impacted by website quality.

Customer satisfaction is positively and significantly impacted by service quality, according to research by Hidayat et al. (2020). Susanto et al. (2021) corroborate this finding as well.

H2: Customer satisfaction is positively and significantly impacted by service quality.

Price perception has a favorable and considerable impact on customer satisfaction, according to earlier research by Prihatini & Gumilang (2021). This is in line with the findings of Muthi & Utama (2023), who also discovered that price has a big impact on satisfaction.

H3: Customer satisfaction is positively and significantly impacted by price perception.

According to Tufahati et al. (2021), repurchase intention is favorably and considerably influenced by customer satisfaction. Additionally, Ardianto et al. (2021) support this.

H4: Repurchase intention is positively and significantly impacted by customer satisfaction.

According to Sukawati and Ramadhani (2021), repurchase intention is positively and considerably impacted by website quality. Johan et al. (2023), who came to the same conclusion, endorse this.

H5: Repurchase intention is positively and significantly impacted by website quality.

Mahendrayanti & Wardana (2021) assert that repurchase intention is positively and significantly impacted by service quality. Customers that receive excellent service are more likely to repurchase or utilize the service again. H6: Repurchase intention is positively and significantly impacted by service quality.

Price perception has a positive and large impact on repurchase intention, according to Mahendrayanti & Wardana (2021). Customers are more likely to make another purchase if the price is in line with their purchasing power and the advantages they believe they will receive.

H7: Repurchase intention is positively and significantly impacted by price perception.

Customer relationships can be preserved when customers are satisfied with a product or service, claim Hidayat et al. (2020). The caliber of services rendered serves as one standard. The findings indicate that customer satisfaction is a good mediator between website quality and repurchase intention since it has a positive and significant impact.

H8: The association between website quality and intention to repurchase is mediated by customer satisfaction.

H9: Service quality and intention to repurchase are positively and significantly mediated by customer satisfaction.

Price perception and inclination to repurchase are mediated by customer satisfaction.

According to earlier research by Muthi & Utama (2023), price perception and repurchase intention are positively mediated by customer satisfaction. Thus, the following is the hypothesis put out in this study:

H10: Price perception and repurchase intention are positively and significantly mediated by customer satisfaction.

Figure 3. Research Framework

Table 1. AVE Values

Source: SEM-PLS Data Processing Results (2025)

The AVE number for every construct also shows convergent validity testing. If a construct's value is more than 0.5, it passes the test.

This test aims to determine the degree to which a latent variable or construct's instrument or indicator yields reliable and consistent results when used frequently. Cronbach's Alpha and Composite Reliability ratings are indicators of reliability testing. If an indicator's value is ≥ 0.70, it is deemed legitimate.

Table 2. Cronbach's Coefficient Alpha and Composite Reliability

Source: Data Processing Results (2025)

The purpose of the discriminant validity test is to evaluate how different latent constructs are from one another. The Fornell-Larcker value, which compares the square root of a construct's AVE with the correlation between other constructs, is one method of assessing discriminant validity. If a construct's square root of AVE is greater than the correlation between other constructs, it is deemed legitimate.

Table 3. Fornell-Larcker Table

Source: Primary Data Processing Results (2025)

A model is considered fit if the SRMR value is <0.10 and the NFI value ranges from 0 to 1. Table 4.18 shows that the model used in this study passed the test.

Table 4. SRMR & NFI Results

Estimated Model

SRMR 0,057

NFI 0,789

Source: Primary Data Processing Results (2025)

Figure 5. Bootstrapping test results

Determining the direct influence between latent variables is the goal of the route coefficient test. When the t-statistic is greater than 1.96 and the p-value is less than 0.05 (5%), which denotes a substantial influence at the 95% confidence level, the hypothesis is accepted.

Table 5. Direct Test Results for the Path Coefficient

Source: Primary Data Processing Results (2025)

Finding a relationship between the independent and dependent variables mediated by the mediating variable is the aim of a mediation effect test. There are two types of mediation effects, according to Hair (2022): complete mediation, in which the mediating variable has a substantial impact on both the independent and dependent variables, and the direct test, in which the effect is not significant. Second, when the indirect effect outweighs the direct effect but the route coefficient and indirect effect results are considerable, partial mediation takes place. The t-statistic and p-value are also examined in this test.

Table 6. Results of the Mediation Effect Test

Source: Primary Data Processing Results (2025)

With reference to the findings of the direct test, the p-value was 0.04 (<0.05) and the t-statistic value was 2.235 (>1.96). The initial sample value of 0.200 showed that customer satisfaction and website quality were positively correlated. These statistical standards lead to the conclusion that H1 is acceptable. This result is in line with study by Kuswanto and Syams (2023), who discovered that consumer happiness is positively and significantly impacted by the quality of websites.

Customer satisfaction and service quality were determined to be positively and significantly correlated based on the findings of the direct test. This result is consistent with that of Hidayat et al. (2020), who found that customer satisfaction is significantly positively impacted by service quality. Dewi & Gustya's (2022) study, which indicated that customer satisfaction with KAI Logistik Express delivery services in Bandung was favorably and significantly impacted by service quality, further supports the conclusion.

The findings demonstrate that consumer happiness is positively and significantly impacted by pricing perception. This is consistent with the similar impact shown by Prihatini and Gumilang (2021). Helfi et al. (2024), who discovered that pricing perception had a favorable and significant impact on customer satisfaction in national logistics organizations, further supports the finding.

An original sample value of -0.099 from the hypothesis test indicates a negative association between the variables. This suggests that customers are less likely to intend to repurchase when they believe the price does not correspond with the perceived benefit. There is no significant effect, as indicated by the t-statistic value of 0.171 (<1.96) and the p-value of 0.864 (>0.05). H7 is thus disproved. Ludiya and Fadillah (2024), who discovered that price perception has no discernible impact on repurchase intention, support this finding. Similar results were also reported by Rahmi et al. (2024).

A positive association is indicated by the original sample value of 0.211 in the mediation test results. On the other hand, the p-value is 0.028 (<0.05) and the t-statistic value is 2.204 (>1.96). This indicates that customer happiness has discernible indirect impact on repurchase intention due to website quality. This is categorized as full mediation by Hair (2022).

This finding is in line with that of Mavilinda and Nazaruddin (2022), who discovered that, when mediated by customer happiness, website quality has discernible impact on repurchase intention.