Pengaruh Perceived Value, Customer Experience, Dan Perceived Quality Terhadap Repurchase Intention Dan Customer  Satisfaction Pada Smartphone Iphone

Safira Balqis Siahaan; Usep Suhud; Osly Usman

Authors

Safira Balqis Siahaan Universitas Negeri Jakarta
Usep Suhud Universitas Negeri Jakarta
Osly Usman Universitas Negeri Jakarta

Keywords:

Nilai yang Dirasakan, Pengalaman Pelanggan, Kualitas yang Dirasakan, Niat Pembelian Ulang, Kepuasan Pelanggan

Abstract

Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh perceived value, customer experience, dan perceived quality terhadap repurchase intention dan customer satisfaction pada smartphone iPhone. Metode yang digunakan dalam penelitian ini adalah metode kuantitatif dengan pengambilan data menggunakan metode survei dengan skala pengukuran Likert-type enam poin yang disebarkan secara online di media sosial Instagram, X (Twitter), dan WhatsApp. Sampel dalam penelitian ini sebanyak 239 responden pengguna iPhone di wilayah Jakarta yang sedang atau pernah melakukan pembelian smartphone iPhone seri X atau iPhone seri yang lebih baru minimal satu kali dalam tiga tahun terakhir dan menggunakan purposive sampling sebagai teknik pengambilan sampel. Teknik analisis yang digunakan adalah uji validitas, uji AVE, uji reliabilitas, uji CFA, dan uji hipotesis menggunakan software SPSS 31 dan AMOS 26. Hasil penelitian menunjukkan bahwa: 1) perceived value tidak berpengaruh secara positif dan signifikan terhadap repurchase intention, 2) perceived value tidak berpengaruh secara positif dan signifikan terhadap customer satisfaction, 3) customer experience berpengaruh secara positif dan signifikan terhadap customer satisfaction, 4) customer experience berpengaruh secara positif dan signifikan terhadap repurchase intention, 5) perceived quality berpengaruh secara positif dan signifikan terhadap customer satisfaction, 6) perceived quality tidak berpengaruh secara positif dan signifikan terhadap repurchase intention, 7) customer satisfaction berpengaruh secara positif dan signifikan terhadap repurchase intention. Temuan penelitian ini dapat menjadi masukan bagi manajemen Apple Inc. dan perusahaan smartphone lainnya mengenai pentingnya memperhatikan faktor-faktor yang berpengaruh terhadap repurchase intention dan customer satisfaction

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