Peran Kepuasan Konsumen dalam Memediasi Pengaruh Persepsi Kualitas dan Reputasi Merek terhadap Niat Pembelian Ulang Produk Sepatu Adidas di E-Commerce
DOI:
https://doi.org/10.35384/jemp.v11i2.834Keywords:
brand reputation, consumer satisfaction, perceived quality, repurchase intentionAbstract
Kemajuan teknologi telah mendorong peningkatan perilaku konsumen dalam berbelanja secara online, termasuk dalam industri sepatu bermerek seperti Adidas. Persaingan ini membuat perusahaan untuk memahami faktor yang mempengaruhi niat pembelian ulang. Penelitian ini bertujuan menganalisis secara menyeluruh pengaruh perceived quality, dan brand reputation terhadap repurchase intention yang dimediasi consumer satisfaction. Penelitian ini menggunakan pendekatan kuantitatif dengan menyebarkan kuesioner secara online kepada 250 responden di Indonesia, dan mengidentifikasi upaya yang harus dilakukan oleh perusahaan dalam memperbaiki produk. Selanjutnya penelitian ini menggunakan teknik purposive sampling dan data diolah dengan menggunakan Partial Least Squares Equation Modeling (PLS-SEM) melalui aplikasi SmarPLS 4.0. Hasil menyampaikan bahwa perceived quality, dan brand reputation berpengaruh positif terhadap consumer satisfaction yang kemudian memediasi pengaruh terhadap repurchase intention, sementara perceived quality tidak memiliki pengaruh langsung terhadap repurchase intention tanpa adanya mediasi. Hal ini menekankan bahwa consumer satisfaction sangat berperan penting jika akan melakukan pembelian ulang.
References
Agmeka, F., Wathoni, R. N., Santoso, A. S., Agmeka, F., Wathoni, R. N., & Santoso, A. S. (2019). ScienceDirect ScienceDirect The Influence of Discount Framing towards Brand Reputation and The Influence of Discount Framing towards Brand Reputation and Brand Image on Purchase Intention and Actual Behaviour in e- Brand Image on Purchase Intention and Ac. Procedia Computer Science, 161, 851–858. https://doi.org/10.1016/j.procs.2019.11.192
Ahmadi, A. (2021). Emotional attachment : a bridge between brand reputation and brand advocacy. https://doi.org/10.1108/APJBA-11-2021-0579
Akbar, T., Soni, ), & Irwandi, A. (n.d.). Nomor 2 Halaman 170-344 Malang. In Jurnal Akuntansi Multiparadigma JAMAL (Vol. 5).
Ali, M., & Ali, B. (2022). The Effect of Firm ’ s Brand Reputation on Customer Loyalty and Customer Word of Mouth : The Mediating Role of Customer Satisfaction and Customer Trust. 15(7), 30–49. https://doi.org/10.5539/ibr.v15n7p30
Ambiyah, D. (2024). Perceived quality, perceived risk and customer trust affecting customer loyalty of environmentally friendly electronics products. Kasetsart Journal of Social Sciences, 38(1), 24–30. https://doi.org/10.1016/j.kjss.2016.08.012
Anis Larasati et al. (2022). Pengaruh Perceived Quality dan Brand Image Terhadap Repurchase Intention dengan Customer Satisfiaction sebagai Variabel Intervening. 4(1), 48–71.
Asyifah, A., Syafi’i, A., Hanipah, H., & Ispiyani, S. (2023). Pengembangan Aplikasi E- Commerce Untuk Peningkatan Penjualan Online. Action Research Literate, 7(10), 70–75. https://doi.org/10.46799/arl.v7i10.188
Azhari, R., Arifin, R., & Penelitian, A. (n.d.). e – Jurnal Riset Manajemen Prodi Manajemen Fakultas Ekonomi Unisma Pengaruh Dimensi Kualitas Produk dan Reputasi Kepuasan Konsumen Sebagai Variabel Intervening di Starbucks Malang cabang Mall City Point Dieng e – Jurnal Riset Manajemen Prodi Manajemen Fakultas Ekonomi Unisma. 64–80.
Aziz, F. K., Rohadi, I., Sari, I. P., & Nilasari, I. (2020). The Effect of Brand Reputation and Experiential Marketing on Repurchase Intention (Case Study of Indomaret Pakutandang Ciparay, Indonesia). Solid State Technology, 63(4), 3899–3908.
Bahrul, M. (2024). Pengaruh Discount Framing , Brand Reputation Dan Brand Image Terhadap Purchase Intention Konsumen Marketplace Shopee. 291–301.
Barakat Ali, M. A. (2022a). The Effect of Firm's Brand Reputation on Customer Loyalty and Customer Word of Mouth: The Mediating Role of Customer Satisfaction and Customer Trust. International Business Research, 15(7), 30. https://doi.org/10.5539/ibr.v15n7p30
Chatzoglou, P., Chatzoudes, D., Savvidou, A., Fotiadis, T., & Delias, P. (2022). Factors affecting repurchase intentions in retail shopping: An empirical study. Heliyon, 8(9). https://doi.org/10.1016/j.heliyon.2022.e10619
Effendi, L. P., & Andriani, M. (n.d.). Perceived Value dan Repurchase Intention.
Ekawaty, N., Athallah, D. H., Nur, F., & Anwar, A. (2020). Dampak Inovasi Produk Dan Reputasi Merek Terhadap Keputusan Menabung ( Survei pada Nasabah Bank Muamalat Karawang ). 7(1), 1–11.
Farida, N. U. (n.d.). Pengaruh reputasi merek , kualitas produk dan word of mouth terhadap repurchase intention koperasi serba usaha (ksu) apikri (studi kasus pada konsumen produk kerajinan ksu apikri yogyakarta). 18-26.
Fausta, M. F., Anderson, P., & Risqiani, R. (2023). Pengaruh customer experience , customer satisfaction , terhadap repurchase intention pada restoran cepat saji. 20(01), 1–9.
Friti Sinta, Prihatin Lumbanraja, & Beby Karina F. Sembiring. (2023). the Impact of Brand Trust and Perceived Quality on Brand Loyalty in Mediation Customer Satisfaction: a Case Study of Kopi Kenangan Consumers in Medan City. International Journal of Educational Review, Law And Social Sciences (IJERLAS), 3(5), 1555–1571. https://doi.org/10.54443/ijerlas.v3i5.1043
Ginting, Y. M., & Yusriadi, Y. (2023). International Journal of Data and Network Science Repurchase intention of e-commerce customers in Indonesia : An overview of the effect of e- service quality , e-word of mouth , customer trust , and customer satisfaction mediation. 7, 329–340. https://doi.org/10.5267/j.ijdns.2022.10.001
Hanggara, D. K. et al. (2023). Pengaruh Product Quality , Service Quality , Dan Perceived Value Terhadap Repurchase. 02(3), 660–674.
Herlambang, A. S. D. E. K. (n.d.). Pengaruh Kualitas Produk, Kualitas Pelayanan, Dan Kualitas Promosi Terhadap Kepuasan Pelanggan (Studi kasus pada Starbucks Coffee Reserve Plaza Senayan).
Hidayat, D., Bismo, A., & Basri, A. R. (2020). the Effect of Food Quality and Service Quality Towards Customer Satisfaction and Repurchase Intention (Case Study of Hot Plate Restaurants). Manajemen Bisnis, 10(1), 1. https://doi.org/10.22219/jmb.v10i1.11913
Iddo Driantami, N. A., & Prasetyo, A. (2022). Peran Store Image terhadap Repurchase Intention dengan Mediasi Customer Satisfaction. Jurnal Ekonomi Syariah Teori Dan Terapan, 9(3), 427–438. https://doi.org/10.20473/vol9iss20223pp427-438
Ilyas, G. B., Rahmi, S., Tamsah, H., & Munir, A. R. (2020). Reflective Model of Brand Awareness on Repurchase Intention and Customer Satisfaction. 7(9), 427–438. https://doi.org/10.13106/jafeb.2020.vol7.no9.427
Imaroh, N., & Marlena, N. (2023). Pengaruh brand reputation dan harga terhadap keputusan pembelian pakaian branded preloved di thriftshop online instagram Effect of brand reputation and price on the purchase decision to branded preloved thriftshop clothes online instagram. 14(2), 94–100.
Japarianto, E., & Koharyanto, F. F. (2020). Analisa Pengaruh Perceived Quality Dalam Pembentukan Repurchase Intention Melalui Brand Trust Pada Aplikasi Shopee. Jurnal Strategi Pemasaran, 7(1), 1–7.
Junikon, E., & Ali, H. (2022). The Influence of Product Quality and Sales Promotion on Repurchase Intention & Impulsive Buying (Marketing Management Literature Review). Dinasti International Journal of Management Science, 4(2), 297–305.
Kim, L., Maijan, P., Jindabot, T., & Yeo, S. F. (2024). How country of origin, perceived quality, and trust influence intention to purchase sars covid medications. Social Sciences and Humanities Open, 10. https://doi.org/10.1016/j.ssaho.2024.101116
Lilik Noor Yuliati et al. (2024). The Influence Of Perceived Quality ,. 22(3), 749– 766.
Manajemen, P. S., Ekonomi, F., & Area, U. M. (2022). Jurnal Ilmiah Manajemen dan Bisnis ( JIMBI ) Pengaruh Digital Marketing Dan Potongan Harga Terhadap Keputusan Pembelian Pada Mahasiswa Program Studi Manajamen Fakultas Ekonomi Universitas Medan Area Di Platform Belanja Shopee The Influence of Digital Mark. 3(2), 130–135. https://doi.org/10.31289/jimbi.v3i2.1278
Mariam, S., Panji Kresna, E., & Haeba Ramli, A. (2022). The Effect of Diferentiation, Price, and Facility on Customers’ Satisfaction (Case Study on Goen Authentic In East Jakarta). Majalah Ilmiah Bijak, 19(1), 96–106. https://doi.org/10.31334/bijak.v19i1.2193
Mohamad Rafli et al. (2024). Pengaruh Customer Engagement, Perceived Quality, dan Perceived Value terhadap Repurchase Intention pada Produk McDonald’s. MES Management Journal, 3, 186–199.
Monica, I., & Japarianto, E. (2022). Pengaruh service quality terhadap repurchase intention dengan customer satisfaction sebagai variabel mediasi pada factory outlet.
Muliansyah, D., Cahyono, Y., & Siagian, A. O. (2021). The Impact Analysis of Features and Perceived Quality on Consumer Satisfaction of Samsung Mobile Phones in Makassar City. Budapest International Research and Critics Institute (BIRCI-Journal): Humanities and Social Sciences, 4(1), 1537–1544. https://doi.org/10.33258/birci.v4i1.1783
Nurdiana, H., & Komara, E. (n.d.). Pengaruh E-Service Quality tehadap E-Customer Satisfaction dan E-Customer Loyalty pada Aplikasi Livin’ By Mandiri.
Purnamasari, D. S., & Fadli, J. A. (2024). The Influence Of Perceived Quality On Repurchase Intention With The Mediating Customer Satisfaction And Perceived Value Of Cosmetic Products In Jabodetabek. Jurnal Ilmiah Manajemen Kesatuan, 11(3), 1409–1422. https://doi.org/10.37641/jimkes.v11i3.2311
Putri, K. A. M. A., & Yasa, N. N. K. (2022). The Role of Customer Satisfaction as Mediating Variable on the Effect of Brand Image towards Coffee Shop Customer’s Repurchase Intention. European Journal of Business and Management Research, 7(2), 149–154. https://doi.org/10.24018/ejbmr.2022.7.2.1271
Razak, I. (2019). Pengaruh Kualitas Produk terhadap. Jurnal Manajemen Bisnis Krisnadwipayana, 7(2), 7–8.
Riana, I. G. A. P., & Dewi, P. (2019). Peran kepuasan konsumen memediasi pengaruh brand image terhadap repurchase intention fakultas ekonomi dan bisnis universitas udayana , bali , indonesia. 8(5), 2722–2752.
Sarapung, S. A., & Tadulako, U. (2020). Pengaruh service quality terhadap repurchase intention melalui customer satisfaction pada skin. 6(2), 177–185.
Sari, M. W., Alexander, O., & Marcheta, N. (2021). Sistem Pendukung Keputusan Pemilihan Sepatu Pada Online Shop Choice Fashion Dengan Menggunakan Metode Moora. DoubleClick: Journal of Computer and Information Technology, 5(1), 43. https://doi.org/10.252P73/doubleclick.v5i1.10038
Sinta, M., Dewi, E., & Achsa, A. (2021). Analisis Faktor-Faktor yang Mempengaruhi Minat Beli Konsumen : Studi Pada Online Shop Shopee. 20(1), 80–87.
Sugiharto, H. T., Zein, S. R., Setiawan, E. B., & Lesmini, L. (n.d.). Increasing Purchase Intention through Delivery and Brand Reputation in E-commerce. 51–58.
Tawasuli, L. (2023). Korelasi Special Event Day Tanggal Kembar. 2(2), 91–96.
Wardana, I. M. (2018). Pengaruh Perceived Ease of Use dan Perceived Enjoyment terhadap Customer Satisfaction dan Repurchase Intention. 1, 227–237.
Wicaksana, I. K. A., Septevany, E., Winia, I. N., & Gst, N. N. (2021). Analysis of Food Quality and Price in Increasing Customer Satisfaction at Anantara Uluwatu Bali Resort. 5(1), 50– 59.
Widjajanta, B., Rahayu, A., & Salsabila, A. (2020). Pengaruh Perceived Quality dan Brand Reputation terhadap Repurchase Intention pada Reviewers Sepatu Bata Aplikasi Shopee ARTICLE INFO : 20(1), 48–59.
Yuliansyah, A. (2019). Pengaruh perceived quality dan perceived value terhadap brand loyalty melalui customer satisfaction j-klin Beauty jember. Sustainability (Switzerland), 11(1), 1–14. http://scioteca.caf.com/bitstream/handle/123456789/1091/RED2017-Eng-8ene.pdf?sequence=12&isAllowed=y%0Ahttp://dx.doi.org/10.1016/j.regsciurbeco.2008.06.005%0Ahttps://www.researchgate.net/publication/305320484_sistem_pembetungan_terpusat_strategi_melestari
Yuni Anggriani, & Ismunandar, I. (2022). Pengaruh Brand Awareness Dan Perceived Quality Terhadap Repurchase Intention Pada Produk Ms Glow Di Kota Bima. JUEB : Jurnal Ekonomi Dan Bisnis, 1(2), 71–81. https://doi.org/10.55784/jueb.v1i2.120
Downloads
Published
Issue
Section
License
Copyright (c) 2025 Azyfa Muthia Nurjanah, Ilsya Hayadi
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work to acknowledge the work's authorship and initial publication in this journal.
- Authors can enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book) with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) before and during submission. It can lead to productive exchanges and earlier and greater citation of published work.
Abstract Views: 319
| 
File Downloads: 283
