Pengaruh Kepuasan Pelanggan Terhadap Niat Untuk Membeli Kembali Dengan Variabel Moderasi Pengalaman

Abstract

The purpose of this study is to examine and analyze the effect of customer satisfaction and the intention to repurchase on customers who have high and low experience. This research is a replication of Pappas and Pateli research (2015). The significant differences presented are sampling, which is distributed only to students majoring in accounting at universities with minimum accreditation B in Batam. Data processing techniques in research using PLS-SEM by evaluating outer model and inner model. The result of this research is that there is no influence of satisfaction on the intention to repurchase to customers who have high or low experience. Limitations in this study are in terms of respondents, who only limited to students. Future research is expected to increase the number of respondents, and add other variables that may affect satisfaction with the intention to repurchase.