Mohhanto, Ardo (2026) Peran E-Service Quality dan Customer Experience terhadap Repurchase Intention Dimediasi Perceived Value pada Konsumen Yoshinoya di Kota Surabaya. Masters thesis, UPN Veteran Jawa Timur.
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Abstract
The development of digital services in the fast-food industry requires companies to improve service quality and customer experience in order to foster sustainable repurchase intention. This study aims to analyze (1) the effect of E-Service Quality on Repurchase Intention, (2) the effect of Customer Experience on Repurchase Intention, (3) the mediating role of Perceived Value in the relationship between E-Service Quality and Repurchase Intention, and (4) the mediating role of Perceived Value in the relationship between Customer Experience and Repurchase Intention among Yoshinoya consumers in Surabaya City. The sample of this study consists of Yoshinoya consumers in Surabaya City who have made purchases through digital services within the last six months, with a total of 148 respondents aged 17 years and above. The sampling technique used was purposive sampling. The data employed were primary data collected through an online questionnaire. Data analysis was conducted using Structural Equation Modeling–Partial Least Squares (SEM-PLS) using the SmartPLS 4.0 software package. The results indicate that (1) E-Service Quality does not have a significant effect on Repurchase Intention, (2) Customer Experience has a positive and significant effect on Repurchase Intention, (3) Perceived Value does not mediate the relationship between E-Service Quality and Repurchase Intention, and (4) Perceived Value significantly mediates the relationship between Customer Experience and Repurchase Intention. These findings highlight the importance of enhancing customer experience in shaping perceived value that drives consumers repurchase intention.
| Item Type: | Thesis (Masters) | ||||||||||||
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| Subjects: | H Social Sciences > HF Commerce H Social Sciences > HF Commerce > HF5410 Marketing. Distribution of Products |
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| Divisions: | Faculty of Economic and Business > Magister Management | ||||||||||||
| Depositing User: | Ardo Mohhanto | ||||||||||||
| Date Deposited: | 20 Jan 2026 03:08 | ||||||||||||
| Last Modified: | 21 Jan 2026 02:48 | ||||||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/48881 |
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