Abstract
The purpose of this study to determine the effect of customer experience, trust, customer satisfaction and re-purchase intention at online shopping site Berrybenka.com. The study was conducted in Denpasar City, using sample size of 112 people. Data were obtained by distributing questionnaires measured by Likert Scale. Data analysis techniques used in the form of classical assumption test, path analysis and equipped with test sobel. The results of this study indicate that customer experience and trust have a positive and significant effect on customer satisfaction. Customer experience and trust have a positive and significant impact on repurchase intentions. Customer satisfaction is able to positively mediate and significantly impact the customer's experience on repurchase intentions. Customer satisfaction is able to positively and positively mediate the effect of trust on repurchase intentions. Berrybenka.com is expected to maintain and even increase customer satisfaction so that it will impact on the intention to buy back. With the intention of buy back can affect the quality of online shopping site Berrybenka.com.
 Keywords : customers experience, trust, customer satisfaction, and repurchase intention
Highlights
The purpose of this study to determine the effect of customer experience, trust, customer satisfaction and re-purchase intention at online shopping site Berrybenka.com
The results of this study indicate that customer experience and trust have a positive and significant effect on customer satisfaction
Kepuasan pelanggan berpengaruh positif dan signifikan terhadap niat beli ulang pada situs belanja online Berrybenka.com
Summary
Presentase (%) 15,2 58,9 17,9 8,0 100,0 70,5 29,5 100,0 7,1 51,8 41,1 100,0 8,0 39,3 3,6 11,6 21,4 16,1 100,0. Berdasarkan Tabel 5 diketahui pada variabel usia, didominasi oleh responden yang berusia pada rentang 21-25 tahun sebesar 48,22%. Secara keseluruhan responden memiliki rata-rata usia 23 tahun. Dilihat dari jenis kelamin responden didominasi oleh perempuan sebesar 71,4%. Sebesar 50,0 % responden berpendidikan minimal perguruan tinggi. Uji validitas dan reliabiltas dilakukan untuk mengetahui validitas dan konsistensi kuesioner sebagai alat ukur. Suatu instrument dapat dikatakan valid apabila koefisien korelasi ≥ 0,3 (Sugiyono, 2016:142). Suatu instrumen dapat dikatakan reliable apabila koefisien Alpha Cronbach ≥ 0,6 (Sugiyono, 2016 : 147). Hasil uji validitas dan reliabilitas disajikan pada Tabel 6.sebagai berikut, Tabel 6
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