Pengaruh User Experience, System Quality, dan Product Quality terhadap Repurchase Intention dengan User Satisfaction sebagai Variabel Intervening pada Pengguna Aplikasi Uniqlo

Abstract

The impact of imformation technology on marketing is very significant, especially with the transformation of consumer behavior that is now more comfortable shopping online. The dynamic development of e-commerce is not only driven by the rapid expansion of the internet but also by increasing mobility. Based on a survey by the indonesia internet service providers association (APJII), online shopping penetration in north sumatra is the highest at 4.70% compared to other provinces on the island of sumatra. E-commerce is considered one of the most dynamic sector and leads to increased competitiveness. E-commerce service providers are expected to increase repurchase intention and user satisfaction. This research aims to examine and analyze the influence of user experience, system quality, and product quality on repurchase intention through user satisfaction among UNIQLO app users. This research is associative in nature, and the type of data used is quantitative data. The population in this study consists of UNIQLO app users in Medan City, with an unknown exact number. The sample size in this study is 220 respondents. The sampling technique used is purposive sampling, with the criterion of having made at least two purchases through the UNIQLO app. The data analysis method employed is SEM-PLS. The results of this study indicate that user experience and product quality have a direct positive and significant effect on user satisfaction and repurchase intention among UNIQLO app users. System quality has a direct positive and significant effect on user satisfaction. However, system quality directly has a positive but not significant effect on repurchase intention. Indirectly, user experience, system quality, and product quality positively and significantly influence repurchase intention through user satisfaction among UNIQLO app users.