Examining the Relationship Between Perceived Quality, Customer Satisfaction, and Repurchase Intention in a Small and Medium Enterprise

This research aims to analyze the influence of perceived quality on repurchase intention through customer satisfaction at CV Karya Apik Jombang, a business engaged in furniture manufacturing. Retaining customers and encouraging repeat purchases is crucial in a competitive business world. Key factors in business success are perceived quality, customer satisfaction, and repurchase intention. This research uses a quantitative method with a Structural Equation Modeling (SEM) approach based on Partial Least Squares (PLS). Data was collected from 120 respondents who were CV Karya Apik Jombang consumers and purchased products from January to June. The sampling technique used is non-probability sampling. The analysis results show that Perceived quality has a positive and significant effect on customer satisfaction, Perceived quality has a positive and significant effect on repurchase intention, Customer satisfaction has a positive and significant effect on repurchase intention, and Perceived quality has a positive and significant effect on repurchase intention through customer satisfaction. These findings indicate that good perceived quality can enhance customer satisfaction, encouraging repurchase interest. This research implies that CV Karya Apik Jombang needs to continuously maintain and improve the perceived quality of its products to ensure customer satisfaction and encourage repeat purchases, which will ultimately contribute to business sustainability.

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