SMEs repurchase intention and customer satisfaction: Investigating the role of utilitarian value and service quality

Q1 Decision Sciences

Uncertain Supply Chain Management Pub Date : 2023-01-01 DOI:10.5267/j.uscm.2023.1.013

Mochammad Jasin, Yunia Silvia Sesunan, M. Aisyah, Cut Erika Ananda Fatimah, Firman El Amny Azra

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引用次数: 1

Abstract

The purpose of this study was to determine the effect of utilitarian value and service quality on customer satisfaction to increase repurchase. The population in this study were SMEs consumers and the sampling technique used was non-probability sampling, while the non-probability sampling technique used was purposive sampling. The number of samples in this study were 128 respondents. The instrument used to obtain data was by using a questionnaire. The research method was quantitative, the data obtained were based on answers from respondents to the questionnaire, analyzed by statistical techniques of multiple linear regression analysis, the regression model was tested with classical assumptions in order to meet the requirements and was feasible to use to predict the effect of independent variables on the dependent variable. The results of the regression calculations were tested by t-test and coefficient of determination, while the results of mediation calculations were tested by path analysis and Sobel tests with the help of the SPSS for Windows version 25.0 program. After analyzing the data, the following results and conclusions were obtained: (1) Utilitarian Value has a positive and significant effect on Customer Satisfaction (2) Service Quality has a positive and significant effect on Customer Satisfaction (3) Utilitarian Value has no effect on Repurchase Intention (4) Service Quality has no positive and significant effect on Repurchase Intention, (5) Customer Satisfaction has a positive and significant effect on Repurchase Intention,(6) Utilitarian Value through Customer Satisfaction has a significant effect on Repurchase Intention. (7) Service Quality through Customer Satisfaction has a significant effect to Repurchase Intention.

查看原文本刊更多论文

中小企业再购买意愿与顾客满意:功利价值与服务质量的关系研究

本研究旨在探讨实用价值与服务品质对顾客满意的影响，以增加顾客再购买。本研究的人群为中小企业消费者，采用的抽样技术为非概率抽样，而采用的非概率抽样技术为目的抽样。本研究样本数量为128人。获取数据的方法是使用问卷调查。研究方法采用定量方法，根据问卷调查对象的回答获得数据，采用多元线性回归分析的统计技术进行分析，回归模型采用经典假设进行检验，满足预测自变量对因变量影响的要求，具有可行性。回归计算结果采用t检验和决定系数检验，中介计算结果采用通径分析和Sobel检验，采用SPSS for Windows version 25.0程序。通过对数据的分析，得出以下结果和结论:(1)功利价值对顾客满意有正向显著影响(2)服务质量对顾客满意有正向显著影响(3)功利价值对再购买意愿没有影响(4)服务质量对再购买意愿没有正向显著影响。(5)顾客满意对再购意愿有正向显著影响;(6)通过顾客满意产生的功利价值对再购意愿有显著影响。(7)服务质量通过顾客满意对再购买意愿有显著影响。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Uncertain Supply Chain Management Decision Sciences-Statistics, Probability and Uncertainty

CiteScore

5.60

自引率

0.00%

发文量

112

期刊介绍： Supply chain management (SCM) plays an essential role in managing the movement of raw materials into an organization, certain issues of the internal processing of materials into finished goods, and the movement of finished products out of the organization for end-consumer delivery. The goal of SCM is to improve trust and collaboration among supply chain partners and to improve inventory visibility. However, many SCM problems deal with uncertain events such as uncertainty in demand, supply, quality, price, etc. This forum is dedicated to all scholars who wish to share their ideas about uncertainty in SCM problems. Uncertain supply chain management is a quarterly publication dedicated to all scientists in all over the world who wish to share their experiences and knowledge in this field. Our policy is to perform a peer review on all submitted articles and publishes original and high quality articles.