The influence of service quality and perceived risk on repurchase intention with customer satisfaction as mediation
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Abstract
Nowadays, with rapid technological advances, street food is not just ordinary food sold on the side of the road but has also become the identity of a country. Unfortunately, many business actors pay little attention to the services' quality and the risks involved in their products. This paper aims to identify the influence of service quality and perceived risk variables and their impact on repurchase intention, with customer satisfaction as a mediating variable. The survey was conducted online at locations in Indonesia with 200 respondents. The research results show that Service Quality positively affects Repurchase Intention. Perceived has a negative effect on Repurchase Intention. Customer Satisfaction is proven to mediate the Service Quality and Perceived Risk variables on Repurchase Intention. This offers fresh perspectives for marketing plans that highlight the value of service quality while considering customers' perceived risks to draw domestic and foreign customers to food merchants and establish a new culture.
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How to Cite
Arifin Firdaus, Malini, H., Afifah, N., Azazi, A., & Fitriana, A. (2023). The influence of service quality and perceived risk on repurchase intention with customer satisfaction as mediation. Enrichment : Journal of Management, 13(5), 3082-3096. https://doi.org/10.35335/enrichment.v13i5.1747
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Ashraf, M. A., & Niazi, A. (2018). Impact of Brand Image, Service Quality and Trust on Customer Loyalty, Moderating Effect of Perceived Price Fairness and the Mediating Effect of Customer Satisfaction: Case Study on Telecommunication Sector of Pakistan. SSRN Electronic Journal. https://doi.org/10.2139/ssrn.3235566
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Budiyono, B., & Sutianingsih, S. (2019). Peran Kepuasan Pelanggan Dalam Memoderasi Pengaruh Perceived Value Terhadap Loyalitas Pelanggan. EKUITAS (Jurnal Ekonomi Dan Keuangan), 5(4). https://doi.org/10.24034/j25485024.y2021.v5.i4.5104
Buyruk, L., & Aykaç, E. (2021). Bibliometric Analysis of Researches on Street Food. Journal of Tourism and Gastronomy Studies, 9(2), 660–673. https://doi.org/10.21325/jotags.2021.808
Chen, H. F., & Chen, S. H. (2019). How website quality, service quality, perceived risk and customer satisfaction affects repurchase intension? a case of taobao online shopping. ACM International Conference Proceeding Series, 326–328. https://doi.org/10.1145/3306500.3306571
Chen, Y., Yan, X., & Fan, W. (2015). Examining the effects of decomposed perceived risk on consumer online shopping behavior: A field study in China. Engineering Economics, 26(3). https://doi.org/10.5755/j01.ee.26.3.8420
Chiu, C. M., Wang, E. T. G., Fang, Y. H., & Huang, H. Y. (2014). Understanding customers’ repeat purchase intentions in B2C e-commerce: The roles of utilitarian value, hedonic value and perceived risk. Information Systems Journal, 24(1). https://doi.org/10.1111/j.1365-2575.2012.00407.x
Chiu, W., & Cho, H. (2019). E-commerce brand: The effect of perceived brand leadership on consumers’ satisfaction and repurchase intention on e-commerce websites. Asia Pacific Journal of Marketing and Logistics, 33(6). https://doi.org/10.1108/APJML-10-2018-0403
Cho, M., Bonn, M. A., & Kang, S. (2014). Wine attributes, perceived risk and online wine repurchase intention: The cross-level interaction effects of website quality. International Journal of Hospitality Management, 43. https://doi.org/10.1016/j.ijhm.2014.09.002
Dai, B., Forsythe, S., & Kwon, W. S. (2013). The impact of online shopping experience on risk perceptions and online purchase intentions: Does product category matter? Journal of Electronic Commerce Research, 15(1).
Fadilah, W. N. H. N., Wendy, W., Listiana, E., Heriyadi, H., & Komari, N. (2023). The Effect of Complaint Handling on Customer Loyalty and its Impact on Customer Satisfaction (Study on Consumers of PT Telkom Witel of West Kalimantan). East African Scholars Journal of Economics, Business and Management, 6(1). https://doi.org/10.36349/easjebm.2023.v06i01.002
Gilboa, S., Seger-Guttmann, T., & Mimran, O. (2019). The unique role of relationship marketing in small businesses’ customer experience. Journal of Retailing and Consumer Services, 51. https://doi.org/10.1016/j.jretconser.2019.06.004
Goić, M., Levenier, C., & Montoya, R. (2021). Drivers of customer satisfaction in the grocery retail industry: A longitudinal analysis across store formats. Journal of Retailing and Consumer Services, 60. https://doi.org/10.1016/j.jretconser.2021.102505
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