The Effect of Product Quality and E-Service Quality on Repurchase Intention Kopi Kenangan (Study on Consumer Kopi Kenangan in City Jakarta)

Abstract

This study aims to see how much influence product quality, e-service quality and customer satisfaction have on the intention to repurchase Kopi Memories simultaneously and partially in terms of product quality variables (food presentation, taste, variety of choices, healthy choices, freshness, and product quality, temperature), e-service quality (efficiency, responsiveness, compliance, privacy, compensation, contacts and system availability). The method used in this research is a quantitative approach. The sampling technique used in this study is non-probability sampling with purposive sampling method. The samples taken in this study were 385 respondents who had ordered coffee through the Kopi Kenangan application who were domiciled in the city of Jakarta. The data analysis used is descriptive analysis and Structural Equation Model (SEM) analysis with the help of SmartPLS 3.0. The results of this study indicate that there is a positive and significant effect on the quality of e-service products and services on customer satisfaction and customer satisfaction has a positive and significant effect on repurchase intentions based on the hypothesis (T test). Based on the Structural Equation Model Analysis using smartPLS tools, it shows that the most dominant influence is on the product quality variable on consumer satisfaction with a path coefficient value of 0.314 and the largest T-Statistic with a value of 6.177. While the smallest effect is on e-service quality in the efficiency variable on consumer satisfaction with a path coefficient value of -0.016 and the smallest T-Statistic with a value of 0.297, meaning that memory coffee management must pay attention to these aspects and make improvements so that consumers can access the application properly. search for the desired product and information related to that product, and leave the site in question with minimal effort.