The Influence of Customer Experience, Service Quality, and Green Product on Repurchase Intention of Pertamax Green 95 with Customer Satisfaction as a Mediating Variable
DOI:
https://doi.org/10.55927/ajabm.v5i1.1Keywords:
Customer Experience, Service Quality, Green Product, Repurchase Intention, Pertamax GreenAbstract
This research investigates the impact of customer experience, service quality and green product perception toward repurchase intention of Pertamax Green 95 which is mediated by the satisfaction. The quantitative study was done with 200 respondents in Greater Jakarta (Jabodetabek) and it was analyzed via SmartPLS 4.1.1.6. The findings demonstrate that customer experience, service quality, and green product perception have significant positive effects on customer satisfaction. Repurchase intention is still heavily influenced by customer satisfaction. Moreover, the three determinants also exert both direct and indirect influences on repurchase intent through customer satisfaction, suggesting partial mediation. The empirical evidence provides support for the influence of customer satisfaction in enhancing the relationship between consumer perceptions and repurchase intention towards Pertamax Green 95.
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