The influence of brand image, service quality, service convenience, and product innovation on repurchase intention at Ace Hardware in Jabodetabek
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Abstract
This study aims to explore the factors influencing repurchase intention among Ace Hardware customers in Jabodetabek by integrating service quality, service convenience, brand image, and product innovation as independent variables, with customer satisfaction as a mediating variable. The research employs a quantitative method with a survey approach involving 235 respondents selected through purposive sampling. Data were collected using a questionnaire with a 5-point Likert scale and analyzed using PLS-SEM method. The results of the study indicate that the independent variables, service quality also service convenience, have a significant effect on customer satisfaction, which subsequently acts as a mediator in the relationship with repurchase intention. Additionally, brand image, and product innovation, also directly influence repurchase intention. By enhancing all independent variable either through customer satisfaction or directly, repurchase intention can be significantly increased. Therefore, this study provides practical insights for Ace Hardware to develop marketing and operational strategies focused on boosting repurchase intention in Ace Hardware stores in Jabodetabek
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How to Cite
Tafarel, A., & Ginting, A. M. (2025). The influence of brand image, service quality, service convenience, and product innovation on repurchase intention at Ace Hardware in Jabodetabek . Enrichment : Journal of Management, 14(6), 994-1004. https://doi.org/10.35335/enrichment.v14i6.2172
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Sun, S., & Pan, Y. (2023). Effects of Service Quality and Service Convenience on Customer Satisfaction and Loyalty in Self-Service Fitness Centers: Differences between Staffed and Unstaffed Services. Sustainability (Switzerland), 15(19). https://doi.org/10.3390/su151914099
Wan Nawang, W. R., Che Murat, S., Anwar, I. F., & Hashim, N. H. (2024). Service Quality, Brand Image, Customer Satisfaction, and Customer Loyalty towards Telecommunications Service Providers in Malaysia: A PLS-SEM Approach. International Journal of Academic Research in Business and Social Sciences, 14(8). https://doi.org/10.6007/ijarbss/v14-i8/22225
Widhiarso, W. (2023). Estimasi reliabilitas pengukuran dalam pendekatan model persamaan struktural. Buletin Psikologi, 17(1), 33–38.
Zhang, J., Zheng, H., Liu, J., et al. (2024). Research on factors influencing the consumer repurchase intention: Data mining of consumers’ online reviews based on machine learning. Neural Computing & Applications, 36, 9837–9848. https://doi.org/10.1007/s00521-024-09591-4
Bahri, R. S., Susan, M., & Gunawan, T. (2023). Exploring the Influence of Omnichannel Experience on Trust and Repurchase Intention in Retail Companies: Evidence From Indonesia. Journal of Law and Sustainable Development, 11(2), 1–24. https://doi.org/10.55908/SDGS.V11I2.631
Blazevic, V., & Sidaoui, K. (2022). The TRISEC framework for optimizing conversational agent design across search, experience and credence service contexts. Journal of Service Management, 33(4–5), 733–746. https://doi.org/10.1108/JOSM-10-2021-0402
Ellitan, L. (2023). Increasing Repurchase Intention through Product Quality, Service Quality, and Customer Satisfaction. Article in International Journal of Research, 10(10), 25–36. https://doi.org/10.5281/zenodo.8434079
Ellitan, L., Sindarto, J., & Agung, D. A. (2023). The Influence of Brand Image and Product Innovation on Customer Repurchase Intention through The Mediation of Customer Satisfaction Towards Indomie. Journal of Entrepreneurship & Business, 4(1), 32–45. https://doi.org/10.24123/jeb.v4i1.5275
Hair, J. F., Howard, M. C., & Nitzl, C. (2020). Assessing measurement model quality in PLS-SEM using confirmatory composite analysis. Journal of Business Research, 109(November 2019), 101–110. https://doi.org/10.1016/j.jbusres.2019.11.069
Hakim Muthi, L., Pradipta Utama, A., & Author, C. (n.d.). The Effect of Price, Brand Image and Promotion on Easy Shopping Customer Repurchase Intention Mediated By Customer Satisfaction. https://doi.org/10.31933/dijms.v4i4
Hamid, M. R., Sami, W., & Mohmad Sidek, M. H. (2022). Discriminant Validity Assessment: Use of Fornell & Larcker criterion versus HTMT Criterion. Journal of Physics: Conference Series, 890(1). https://doi.org/10.1088/1742-6596/890/1/012163
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8
Kabir, I., Abdullahi, Y. A., & Naqshbandi, M. M. (2023). Measuring entrepreneurial orientation and institutional theory for informal enterprises: scale validation. Quality and Quantity, 57(2), 1439–1463. https://doi.org/10.1007/s11135-022-01357-1
Kerta, M., Marto, G., & Sukaatmadja, I. P. G. (2024). The Effect of Product Quality and Brand Image on Repurchase Intentions Mediated by Brand Trust ( Study on the Yamaha Brand in Denpasar City ). 11(8), 66–76. https://doi.org/10.14445/23939125/IJEMS-V11I8P109
Ketchen, D. J. (2013). A Primer on Partial Least Squares Structural Equation Modeling. Long Range Planning, 46(1–2), 184–185. https://doi.org/10.1016/j.lrp.2013.01.002
Lin, T. T., Yeh, Y. Q., & Hsu, S. Y. (2022). Analysis of the Effects of Perceived Value, Price Sensitivity, Word-of-Mouth, and Customer Satisfaction on Repurchase Intentions of Safety Shoes under the Consideration of Sustainability. Sustainability (Switzerland), 14(24). https://doi.org/10.3390/su142416546
Mahato & Goet. (2020). Kualitas layanan, kepuasan pelanggan dan loyalitas pelanggan di Industri Restoran Nepal. Jurnal Internasional Sains Inovatif Dan Teknologi Penelitian, 5(12).
Perdana, R., & Prasasti, A. (2023). Entrepreneurial orientation, company performance, and competitive advantage in Indonesian culinary SMEs. Small Business International Review, 7(1), e547. https://doi.org/10.26784/sbir.v7i1.547
Putranto, A. T. (2022). INFLUENCE OF SERVICE QUALITY AND PROMOTION ON PURCHASE DECISIONS IN PT ACE HARDWARE INDONESIA Tbk CABANG LIPO KARAWACI. International Journal of Economy, Education and Entrepreneurship (IJE3), 2(1), 79–89. https://doi.org/10.53067/ije3.v2i1.47
Ramawati, Y., Sudiro, A., Rochman, F., & Mugiono. (2020). Understanding entreprenuerial intention: A mediation effect of entreprenuerial motivation on perceived desirability to new venture creation intention. International Journal of Entrepreneurship, 24(4), 1–11.
SAPUTRA, M. H., KRISTYASSARI, B., FARIDA, N., & ARDYAN, E. (2020). An Investigation of Green Product Innovation on Consumer Repurchase Intention: The Mediating Role of Green Customer Value. Journal of Environmental Management and Tourism, 11(3), 622. https://doi.org/10.14505//jemt.11.3(43).16
Sekaran, U. & Bougie, R. (2024). Methods for Business: A Skill Building Approach (8th ed.). Wiley.Business Indonesia. (2024). https://business-indonesia.org/news/indonesia-posts-5-11-economic-growth-in-q1-2024
Shmueli, G., Ray, S., Velasquez Estrada, J. M., & Chatla, S. B. (2016). The elephant in the room: Predictive performance of PLS models. Journal of Business Research, 69(10), 4552–4564. https://doi.org/10.1016/j.jbusres.2016.03.049
Sholihin, M., Ratmono, D. (2020). Analisis SEM-PLS dengan WarpPLS 7.0 : Untuk Hubungan Nonlinier Dalam Penelitian Sosial dan Bisnis. ANDI.
Sugiyono, D. (2010). Metode penelitian kuantitatif kualitatif dan R&D. In Penerbit Alfabeta (Issue January).
Sun, S., & Pan, Y. (2023). Effects of Service Quality and Service Convenience on Customer Satisfaction and Loyalty in Self-Service Fitness Centers: Differences between Staffed and Unstaffed Services. Sustainability (Switzerland), 15(19). https://doi.org/10.3390/su151914099
Wan Nawang, W. R., Che Murat, S., Anwar, I. F., & Hashim, N. H. (2024). Service Quality, Brand Image, Customer Satisfaction, and Customer Loyalty towards Telecommunications Service Providers in Malaysia: A PLS-SEM Approach. International Journal of Academic Research in Business and Social Sciences, 14(8). https://doi.org/10.6007/ijarbss/v14-i8/22225
Widhiarso, W. (2023). Estimasi reliabilitas pengukuran dalam pendekatan model persamaan struktural. Buletin Psikologi, 17(1), 33–38.
Zhang, J., Zheng, H., Liu, J., et al. (2024). Research on factors influencing the consumer repurchase intention: Data mining of consumers’ online reviews based on machine learning. Neural Computing & Applications, 36, 9837–9848. https://doi.org/10.1007/s00521-024-09591-4