How to cite this paper
Jasin, M., Sesunan, Y., Aisyah, M., Fatimah, C & Azra, F. (2023). SMEs repurchase intention and customer satisfaction: Investigating the role of utilitarian value and service quality.Uncertain Supply Chain Management, 11(2), 673-682.
Refrences
Cahyati, N. K., & Seminari, N. K. (2020). The Role of Customer Satisfaction in Mediating the Effect of Service Quality and Marketing Experience on Repurchase Intention (Study in PT Pos Indonesia Expedition Services). American Journal of Humanities and Social Sciences Research, 4(2), 128-135.
Dlačić, J., Arslanagić, M., Kadić-Maglajlić, S., Marković, S., & Raspor, S. (2014). Exploring perceived service quality, perceived value, and repurchase intention in higher education using structural equation modelling. Total Quality Management & Business Excellence, 25(1-2), 141-157.
Desara, T., Verinita, V., Maruf, M., & Hidayat, T. (2021). Enhancing Repurchase Intention in Retail: the Role of Customer Satisfaction, Service Quality, and Product Assortment. Enrichment: Journal of Management, 12(1), 325-329.
Ebrahimi, M. R., & Tootoonkavan, S. (2014). Investigating the effect of perceived service quality, perceived value, brand image, trust, customer satisfaction on repurchase intention and recommendation to other case study: LG company. European Journal of Business and Management, 6(34), 181-186.
Fauzi, A., & Rini, E. S. (2022). the Effect of E-Service Quality and Customer Satisfaction on Repurchase Intention Through Online Consumer Review as Intervening Variables in the Marketplace Shopee. Journal Research of Social, Science, Economics, and Management, 1(6), 669-679.
Feinberg, R. A., Widdows, R., Hirsch-Wyncott, M., & Trappey, C. (1990). Myth and reality in customer service: good and bad service sometimes leads to repurchase. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 3, 112-114.
Haudi, H., Rahadjeng, E., Santamoko, R., Putra, R., Purwoko, D., Nurjannah, D., ... & Purwanto, A. (2022). The role of e-marketing and e-CRM on e-loyalty of Indonesian companies during Covid pandemic and digital era. Uncertain Supply Chain Management, 10(1), 217-224.
He, Y., & Song, H. (2009). A mediation model of tourists' repurchase intentions for packaged tour services. Journal of Travel Research, 47(3), 317-331.
Huarng, K. H., & Yu, M. F. (2019). Customer satisfaction and repurchase intention theory for the online sharing economy. Review of Managerial Science, 13(3), 635-647.
Ismoyo, N. B., Hadiwidjojo, D., Rahman, F., & Rahayu, M. (2017). Service quality perception’s effect on customer satisfaction and repurchase intention. European Business Management, 3(3), 37-46.
Juwaini, A., Chidir, G., Novitasari, D., Iskandar, J., Hutagalung, D., Pramono, T., ... & Purwanto, A. (2022). The role of customer e-trust, customer e-service quality and customer e-satisfaction on customer e-loyalty. International journal of data and network science, 6(2), 477-486.
Kim, H. D., & Lough, N. (2007). An Investigation into relationships among constructs of service quality, customer satisfaction, and repurchase intention in Korean private golf courses. The ICHPER-SD Journal of Research in Health, Physical Education, Recreation, Sport & Dance, 2(1), 14.
Kitapci, O., Akdogan, C., & Dortyol, İ. T. (2014). The impact of service quality dimensions on patient satisfaction, repurchase intentions and word-of-mouth communication in the public healthcare industry. Procedia-Social and Behavioral Sciences, 148, 161-169.
Lestari, V. T., & Ellyawati, J. (2019). Effect of e-service quality on repurchase intention: Testing the role of e-satisfaction as mediator variable. International Journal of Innovative Technology and Exploring Engineering (IJITEE), 8(7), 158-162.
Mensah, I., & Mensah, R. D. (2018). Effects of service quality and customer satisfaction on repurchase intention in restaurants on University of Cape Coast campus. Journal of Tourism, Heritage & Services Marketing, 4(2), 27-36.
Mulyandi, M. R., & Tjandra, R. H. (2022). The Influence of Product Quality and Brand Image on repurchase Intention of Halal Cosmetic Products in e-Commerce. Journal of Industrial Engineering & Management Research, 4(1), 41- 52. https://doi.org/10.7777/jiemar.v4i1.438
Novitasari, D., Napitupulu, B. B. J. ., Abadiyah, S. ., Silitonga, N., & Asbari, M. (2022). Linking between Brand Leadership, Customer Satisfaction, and Repurchase Intention in the E-commerce Industry. International Journal of Social and Management Studies, 3(1), 280–289. https://doi.org/10.5555/ijosmas.v3i1.109
Ong, A. K. S., Prasetyo, Y. T., Vallespin, B. E., Persada, S. F., & Nadlifatin, R. (2022). Evaluating the Influence of Service Quality, Hedonic, and Utilitarian Value on Shopper’s Behavioral Intentions in Urban Shopping Malls during the COVID-19 Pandemic. Heliyon, e12542.
Phuong, N. N. D., & Dai Trang, T. T. (2018). Repurchase intention: The effect of service quality, system quality, information quality, and customer satisfaction as mediating role: a PLS approach of m-commerce ride hailing service in Vietnam. Marketing and Branding Research, 5(2), 78.
Qalati, S. A., Vela, E. G., Li, W., Dakhan, S. A., Hong Thuy, T. T., & Merani, S. H. (2021). Effects of perceived service quality, website quality, and reputation on purchase intention: The mediating and moderating roles of trust and perceived risk in online shopping. Cogent Business & Management, 8(1), 1869363.
Saleem, M. A., Zahra, S., & Yaseen, A. (2017). Impact of service quality and trust on repurchase intentions–the case of Pakistan airline industry. Asia Pacific Journal of Marketing and Logistics, 29(5), 1136-1159.
Sari, A., Ambarwati, D. A. S., & Ramelan, M. R. (2020). The mediation relationship of customer satisfaction between service quality and repurchase intention on e-commerce in Indonesia. Jurnal Manajemen dan Pemasaran Jasa, 13(1), 137-150.
Santoso, A., & Aprianingsih, A. (2017). The influence of perceived service and e-service quality to repurchase intention the mediating role of customer satisfaction case study: Go-Ride in Java. Journal of Business and Management, 6(1), 32-43.
Su, L., Swanson, S. R., & Chen, X. (2016). The effects of perceived service quality on repurchase intentions and subjective well-being of Chinese tourists: The mediating role of relationship quality. Tourism management, 52, 82-95.
Soebandhi, S., Wahid, A., & Darmawanti, I. (2020). Service quality and store atmosphere on customer satisfaction and repurchase intention. BISMA (Bisnis Dan Manajemen), 13(1), 26-36.
Singh, P., Arora, L., & Choudhry, A. (2023). Consumer Behavior in the Service Industry: An Integrative Literature Review and Research Agenda. Sustainability, 15(1), 250.
Syahril, S., Sihotang, M., Hadinegoro, R., Sulastri, E., Rochmad, I., Cahyono, Y., & Purwanto, A. (2022). Hospitals Cusptomer e-loyalty: How The Role of e-service quality, e-recovery service quality and e-satisfaction?. UJoST-Universal Journal of Science and Technology, 1(1), 23-27.
Tandon, U., Kiran, R., & Sah, A. N. (2017). Customer satisfaction as mediator between website service quality and repurchase intention: An emerging economy case. Service Science, 9(2), 106-120.
Van Vaerenbergh, Y., Larivière, B., & Vermeir, I. (2012). The impact of process recovery communication on customer satisfaction, repurchase intentions, and word-of-mouth intentions. Journal of Service Research, 15(3), 262-279.
Wilson, N., Keni, K., & Tan, P. H. P. (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 Business, 21(2), 187-222.
Dlačić, J., Arslanagić, M., Kadić-Maglajlić, S., Marković, S., & Raspor, S. (2014). Exploring perceived service quality, perceived value, and repurchase intention in higher education using structural equation modelling. Total Quality Management & Business Excellence, 25(1-2), 141-157.
Desara, T., Verinita, V., Maruf, M., & Hidayat, T. (2021). Enhancing Repurchase Intention in Retail: the Role of Customer Satisfaction, Service Quality, and Product Assortment. Enrichment: Journal of Management, 12(1), 325-329.
Ebrahimi, M. R., & Tootoonkavan, S. (2014). Investigating the effect of perceived service quality, perceived value, brand image, trust, customer satisfaction on repurchase intention and recommendation to other case study: LG company. European Journal of Business and Management, 6(34), 181-186.
Fauzi, A., & Rini, E. S. (2022). the Effect of E-Service Quality and Customer Satisfaction on Repurchase Intention Through Online Consumer Review as Intervening Variables in the Marketplace Shopee. Journal Research of Social, Science, Economics, and Management, 1(6), 669-679.
Feinberg, R. A., Widdows, R., Hirsch-Wyncott, M., & Trappey, C. (1990). Myth and reality in customer service: good and bad service sometimes leads to repurchase. The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 3, 112-114.
Haudi, H., Rahadjeng, E., Santamoko, R., Putra, R., Purwoko, D., Nurjannah, D., ... & Purwanto, A. (2022). The role of e-marketing and e-CRM on e-loyalty of Indonesian companies during Covid pandemic and digital era. Uncertain Supply Chain Management, 10(1), 217-224.
He, Y., & Song, H. (2009). A mediation model of tourists' repurchase intentions for packaged tour services. Journal of Travel Research, 47(3), 317-331.
Huarng, K. H., & Yu, M. F. (2019). Customer satisfaction and repurchase intention theory for the online sharing economy. Review of Managerial Science, 13(3), 635-647.
Ismoyo, N. B., Hadiwidjojo, D., Rahman, F., & Rahayu, M. (2017). Service quality perception’s effect on customer satisfaction and repurchase intention. European Business Management, 3(3), 37-46.
Juwaini, A., Chidir, G., Novitasari, D., Iskandar, J., Hutagalung, D., Pramono, T., ... & Purwanto, A. (2022). The role of customer e-trust, customer e-service quality and customer e-satisfaction on customer e-loyalty. International journal of data and network science, 6(2), 477-486.
Kim, H. D., & Lough, N. (2007). An Investigation into relationships among constructs of service quality, customer satisfaction, and repurchase intention in Korean private golf courses. The ICHPER-SD Journal of Research in Health, Physical Education, Recreation, Sport & Dance, 2(1), 14.
Kitapci, O., Akdogan, C., & Dortyol, İ. T. (2014). The impact of service quality dimensions on patient satisfaction, repurchase intentions and word-of-mouth communication in the public healthcare industry. Procedia-Social and Behavioral Sciences, 148, 161-169.
Lestari, V. T., & Ellyawati, J. (2019). Effect of e-service quality on repurchase intention: Testing the role of e-satisfaction as mediator variable. International Journal of Innovative Technology and Exploring Engineering (IJITEE), 8(7), 158-162.
Mensah, I., & Mensah, R. D. (2018). Effects of service quality and customer satisfaction on repurchase intention in restaurants on University of Cape Coast campus. Journal of Tourism, Heritage & Services Marketing, 4(2), 27-36.
Mulyandi, M. R., & Tjandra, R. H. (2022). The Influence of Product Quality and Brand Image on repurchase Intention of Halal Cosmetic Products in e-Commerce. Journal of Industrial Engineering & Management Research, 4(1), 41- 52. https://doi.org/10.7777/jiemar.v4i1.438
Novitasari, D., Napitupulu, B. B. J. ., Abadiyah, S. ., Silitonga, N., & Asbari, M. (2022). Linking between Brand Leadership, Customer Satisfaction, and Repurchase Intention in the E-commerce Industry. International Journal of Social and Management Studies, 3(1), 280–289. https://doi.org/10.5555/ijosmas.v3i1.109
Ong, A. K. S., Prasetyo, Y. T., Vallespin, B. E., Persada, S. F., & Nadlifatin, R. (2022). Evaluating the Influence of Service Quality, Hedonic, and Utilitarian Value on Shopper’s Behavioral Intentions in Urban Shopping Malls during the COVID-19 Pandemic. Heliyon, e12542.
Phuong, N. N. D., & Dai Trang, T. T. (2018). Repurchase intention: The effect of service quality, system quality, information quality, and customer satisfaction as mediating role: a PLS approach of m-commerce ride hailing service in Vietnam. Marketing and Branding Research, 5(2), 78.
Qalati, S. A., Vela, E. G., Li, W., Dakhan, S. A., Hong Thuy, T. T., & Merani, S. H. (2021). Effects of perceived service quality, website quality, and reputation on purchase intention: The mediating and moderating roles of trust and perceived risk in online shopping. Cogent Business & Management, 8(1), 1869363.
Saleem, M. A., Zahra, S., & Yaseen, A. (2017). Impact of service quality and trust on repurchase intentions–the case of Pakistan airline industry. Asia Pacific Journal of Marketing and Logistics, 29(5), 1136-1159.
Sari, A., Ambarwati, D. A. S., & Ramelan, M. R. (2020). The mediation relationship of customer satisfaction between service quality and repurchase intention on e-commerce in Indonesia. Jurnal Manajemen dan Pemasaran Jasa, 13(1), 137-150.
Santoso, A., & Aprianingsih, A. (2017). The influence of perceived service and e-service quality to repurchase intention the mediating role of customer satisfaction case study: Go-Ride in Java. Journal of Business and Management, 6(1), 32-43.
Su, L., Swanson, S. R., & Chen, X. (2016). The effects of perceived service quality on repurchase intentions and subjective well-being of Chinese tourists: The mediating role of relationship quality. Tourism management, 52, 82-95.
Soebandhi, S., Wahid, A., & Darmawanti, I. (2020). Service quality and store atmosphere on customer satisfaction and repurchase intention. BISMA (Bisnis Dan Manajemen), 13(1), 26-36.
Singh, P., Arora, L., & Choudhry, A. (2023). Consumer Behavior in the Service Industry: An Integrative Literature Review and Research Agenda. Sustainability, 15(1), 250.
Syahril, S., Sihotang, M., Hadinegoro, R., Sulastri, E., Rochmad, I., Cahyono, Y., & Purwanto, A. (2022). Hospitals Cusptomer e-loyalty: How The Role of e-service quality, e-recovery service quality and e-satisfaction?. UJoST-Universal Journal of Science and Technology, 1(1), 23-27.
Tandon, U., Kiran, R., & Sah, A. N. (2017). Customer satisfaction as mediator between website service quality and repurchase intention: An emerging economy case. Service Science, 9(2), 106-120.
Van Vaerenbergh, Y., Larivière, B., & Vermeir, I. (2012). The impact of process recovery communication on customer satisfaction, repurchase intentions, and word-of-mouth intentions. Journal of Service Research, 15(3), 262-279.
Wilson, N., Keni, K., & Tan, P. H. P. (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 Business, 21(2), 187-222.