The Role of Customer Satisfaction in Mediating the Effect of Product Quality and Service Quality on Customers’ Repurchase Intention of a Coffee Shop in Bali, Indonesia

Abstract

Repurchasing intention is described as the behaviour of consumers in making repeated purchases of products that have been purchased previously. The positive feedback consumers receive after purchase creates repurchase intentions. Good repurchase intentions are influenced by many factors, i.e., product and service quality and customer satisfaction. This research was conducted to determine how product and service quality affect intention to make repeated purchases with customer satisfaction as mediation, with 119 respondents. Data was gathered using a questionnaire and analyzed using SmartPLS. Results imply that Product and Service quality has a significant positive effect on satisfaction and repurchase intentions. Customer satisfaction positively affects repurchasing intentions and mediates the relationship between product quality and service quality towards repurchase intentions.