(Universitas Muhammadiyah Pontianak, Pontianak, 78124, Indonesia)
(2) Helman Fachri
(Universitas Muhammadiyah Pontianak, Pontianak, 78124, Indonesia)*Corresponding author
AbstractThis study aims to examine the influence of product quality and customer reviews on repurchase intention with customer satisfaction as a mediating variable among Shopee users in Pontianak. The research employed a quantitative approach through a survey method. Data were collected from 100 respondents using a Likert-scale questionnaire and analyzed using Structural Equation Modeling based on Partial Least Squares. The findings reveal that both product quality and customer reviews have a positive and significant effect on customer satisfaction, while satisfaction itself significantly influences repurchase intention. However, product quality does not directly affect repurchase intention, whereas customer reviews have a positive effect. Customer satisfaction was found to mediate the relationship between product quality and repurchase intention but not the relationship between customer reviews and repurchase intention. These results highlight the crucial role of satisfaction in linking product quality to repeat purchasing behavior and emphasize the importance of credible reviews in shaping consumers’ repurchase decisions. For future research, it is recommended to expand the study area and increase the sample size to enhance representativeness, as well as to include additional variables such as trust, perceived value, and shopping experience to provide a more comprehensive understanding of the factors influencing repurchase behavior in the e-commerce ecosystem.
KeywordsProduct Quality; Customer Reviews; Customer Satisfaction; Repurchase Intention
|
DOIhttps://doi.org/10.33122/ejeset.v6i2.1177 |
Article metricsAbstract views : 1 | PDF views : 0 |
Cite |
Full Text Download
|
References
Agriawan, A., Rahmi, P. P., & Muttaqin, R. (2025). Pengaruh kualitas produk dan online customer review terhadap kepuasan pelanggan pada e-commerce Tokopedia. Journal of Information System, Applied, Management, Accounting and Research, 9(1), 100–112. https://doi.org/10.52362/jisamar.v9i1.1710
Al Farez, M. R., Fachri, H., & Ramadhan, M. E. A. (2024). Converse: Brand image & product quality effect through customer satisfaction toward repurchase intention. Jurnal Manajemen Bisnis, 11(1), 260–270. https://doi.org/10.33096/jmb.v11i1.715
Alfatah, S. A., & Irmawati, I. (2022). Pengaruh ulasan produk dan kepercayaan terhadap minat pembelian ulang yang dimediasi oleh kepuasan konsumen pada marketplace Shopee di Surakarta. JURSIMA, 10(3), 404–417. https://doi.org/10.47024/js.v10i3.744
Amalia, D. L., Dahliani, Y., & Edi, B. Q. R. (2024). Pengaruh online customer review, online customer rating, harga, kualitas produk, dan promosi terhadap keputusan pembelian di Shopee. JMBI: Jurnal Manajemen Bisnis dan Informatika, 5(1), 50–65. https://doi.org/10.31967/prodimanajemen.v5i1.1105
Balaka, M. Y. (2022). Metodologi penelitian kuantitatif. Bandung: Widina Bhakti Persada.
Elwalda, A., Lü, K., & Ali, M. (2016). Perceived derived attributes of online customer reviews. Computers in Human Behavior, 56, 306-319.
Fauzi, A. D. A., Prabowo, H., & Setiawati, I. (2024). Pengaruh kualitas produk, harga, citra merek terhadap keputusan pembelian yang berdampak pada minat beli ulang handphone Samsung mahasiswa di Semarang. EKOBIS: Jurnal Ilmu Manajemen dan Akuntansi, 12(1), 111–121. https://doi.org/10.36596/ekobis.v12i1.1370
Harahap, R., Lubis, J., & Syahputra. R. (2025). Pengaruh kualitas informasi, kualitas sistem, kepercayaan konsumen dan kualitas layanan terhadap minat beli ulang pengguna e-commerce situs Shopee. J-CEKI: Jurnal Cendekia Ilmiah, 4(4), 1284–1294. https://doi.org/10.56799/jceki.v4i4.8850
Indrasari, M. (2019). Pemasaran & Kepuasan Pelanggan. Surabaya: Unitomo Press
Islamiyah, N., Hidayati, N., & Rizal, M. (2020). Pengaruh kualitas pelayanan, promosi, dan kepercayaan terhadap minat beli ulang (studi kasus pada pengguna e-commerce Shopee mahasiswa Universitas Islam Malang). E-JRM: Elektronik Jurnal Riset Manajemen, 9(16).
Jaelani, M. R., Vindiana, A. P., PO, A. R., & Tampubolon, E. S. (2024). Pengaruh kualitas informasi, kualitas sistem, dan kualitas layanan terhadap minat beli ulang pengguna e-commerce dengan kepuasan pelanggan sebagai variabel intervening: Studi literatur di Indonesia. Journal of Social and Economics Research, 6(2), 1267–1274. https://doi.org/10.54783/jser.v6i2.757
Juliano, C. C., Leoparjo, F., Nugroho, A., & Oentario, Y. (2025). Pengaruh kualitas produk, harga, dan customer satisfaction terhadap minat beli ulang pada usaha online shop Cecile’s Lasagna. Jurnal Manajemen Perhotelan, 11(1), 15–27. https://doi.org/10.9744/jmp.11.1.15-27
Kamitha, A., Fachri, H., & Ramadhan, M. E. A. (2025). Losing moment project accessories: The impact of product quality & promotion toward repurchase intention through customer satisfaction. Jurnal Manajemen Bisnis, 12(1), 116–132. https://doi.org/10.33096/jmb.v12i1.968
Liantifa, M., & Permaisuri, N. A. (2024). Customer attitude sebagai pemoderasi Korean Wave, online customer review dan online customer rating terhadap minat beli ulang skincare Scarlett. Jurnal Bina Bangsa Ekonomika, 18(1), 396–407. https://doi.org/10.46306/jbbe.v18i1.700
Loindong, S. S., Dotulong, L. O., & Sumarauw, J. S. (2024). Variabel trust sebagai pemediasi pengaruh online customer review dan kualitas produk terhadap minat beli konsumen di Kecamatan Airmadidi Kabupaten Minahasa Utara pada e-commerce Shopee. JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi), 11(3), 1627–1641. https://doi.org/10.35794/jmbi.v11i3.58770
Manurung, R. N., & Hadian, A. (2022). Pengaruh harga dan kualitas produk terhadap minat pembelian ulang dalam berbelanja online Shopee. Jurnal Bisnis Mahasiswa, 2(1), 106–118. https://doi.org/10.60036/jbm.v2i1.32
Nurhidayat, M. F., Komara, E., Rofianto, W., & Rimadias, S. (2024). Pengaruh kualitas produk, kepercayaan, keamanan, harga, kemudahan, dan promosi terhadap kepuasan konsumen dalam melakukan pembelian terhadap e-commerce Shopee. Journal of Accounting, Management and Islamic Economics, 2(2), 595–608. https://doi.org/10.35384/jamie.v2i2.635
Orlando, M., & Harjati, L. (2022). Analisis kepuasan konsumen terhadap layanan digital marketplace. Jurnal Manajemen dan Bisnis, 7(1), 34–45.
Perkasa, N. P. Y., & Wardhani, N. I. K. (2023). Pengaruh kualitas website dan online customer review terhadap minat beli ulang pelanggan Blibli di Surabaya. Jurnal Pendidikan Ekonomi (JURKAMI), 8(1), 287–297. https://doi.org/10.31932/jpe.v8i1.2073
Permana, I. M. W. A., Anggraini, N. P. N., & Jodi, I. W. G. A. S. (2025). Pengaruh kualitas produk, persepsi harga, dan online customer review terhadap minat beli ulang pada toko Cahaya Production Id Mengwi, Badung. EMAS, 6(5), 1126–1141. https://doi.org/10.36733/emas.v6i5.9959
Priansa, D.J. (2017). Perilaku Konsumen Dalam Persaingan Kontemporer. Bandung: Alfabeta.
Ramadhan, A., & Sarah, S. (2024). Pengaruh kualitas produk dan kualitas pelayanan terhadap kepuasan pelanggan (studi pada e-commerce Lazada di Kota Bandung). ECo-Buss, 7(1), 612–622. https://doi.org/10.32877/eb.v7i1.1510
Ratnaningtyas, E. M., Alega, T. G., & Sujoko, S. (2024). Pengaruh kualitas pelayanan dan kepuasan konsumen terhadap minat beli ulang di e-commerce Shopee (studi kasus pada konsumen e-commerce Shopee di Kabupaten Sleman). ARMADA: Jurnal Penelitian Multidisiplin, 2(1), 9–19. https://doi.org/10.55681/armada.v2i1.1120
Riyono & Budiharja, G. E. (2016). Pengaruh Kualitas Produk, Harga, Promosi Dan Brand Image Terhadap Keputusan Pembelian Produk Aqua Di Kota Pati. Jurnal STIE Semarang, 8(2), 92-121.
Siregar, S. (2017). Statistik parametrik untuk penelitian kuantitatif. Jakarta: PT Bumi Aksara.
Sugiyono. (2017). Metode penelitian kuantitatif, kualitatif, dan R&D. Bandung: Alfabeta.
Sulistia, E., Yeni, A. C., Fauzi, D., & Werleam, I. (2025). Pengaruh brand image dan online customer review terhadap keputusan pembelian dan kepuasan konsumen pada penggunaan e-commerce. Indonesian Research Journal on Education, 5(1), 252–261. https://doi.org/10.31004/irje.v5i1.1970
Syahyudi, R., & Wasiman. (2024). Pengaruh pengalaman belanja, customer review online, dan layanan pelanggan terhadap kepuasan pelanggan Shopee di Kota Batam. Arus Jurnal Sosial dan Humaniora, 4(2), 650–663. https://doi.org/10.57250/ajsh.v4i2.544
Wungkana, F. A., & Santoso, T. (2021). Pengaruh kualitas produk dan e-service quality terhadap kepuasan pelanggan pada e-commerce kecantikan Sociolla. Agora, 9(2), 358500.
Refbacks
- There are currently no refbacks.
Copyright (c) 2025 Muhammad Riyanto Saputra*, Helman Fachri
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Electronic Journal of Education, Social Economics and Technology (eJESET)
ISSN 2723-6250 (Online)
Published by the SAINTIS Publishing
Homepage: http://ejeset.saintispub.com
Editor E-mail : ; editor.ejeset@gmail.com
Editorial Office Address:
