The Influence of Customer Experience on Repurchase Intention Through Customer Satisfaction
Abstract
This study aims to analyze the influence of Customer Experience on Repurchase Intention, with Customer Satisfaction as a mediating variable, specifically focusing on Eiger customers in Indonesia. A quantitative research approach was employed using a survey method, involving 385 respondents. The data were analyzed using Partial Least Squares (PLS) with the SmartPLS 4.0 software. The results show that Customer Experience has a significant positive effect on Customer Satisfaction, indicating that the overall customer experience is a key factor in shaping satisfaction. Furthermore, Customer Satisfaction has a positive impact on Repurchase Intention, suggesting that satisfied customers are more likely to repurchase. Additionally, the study reveals that Customer Experience influences Repurchase Intention both directly and indirectly through Customer Satisfaction, confirming the important mediating role of satisfaction. This finding underscores that providing a positive and memorable customer experience is crucial not only for enhancing customer satisfaction but also for fostering customer loyalty and repeat purchase behavior. These results suggest that companies like Eiger can strengthen repurchase intentions by focusing on improving customer experiences and ensuring satisfaction.
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References
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