The influence of customer experience, service quality, word of mouth through consumer satisfaction on repurchase intention

Abstract

Purpose: The purpose of this study is to analyze and determine the effect of customer experience, service quality, and word of mouth through customer satisfaction on repurchase intention at Mrs. Imelda's Laundry in Rawamangun.

Methods: This research adopts a quantitative approach with an associative research strategy. The population consists of consumers of Mrs. Imelda's Laundry, with a purposive sampling technique used to obtain 100 respondents. Data were analyzed using SmartPLS 4.0 software.  

Findings:    This study concludes that customer experience has a direct and significant influence on repurchase intention, while service quality positively affects consumer satisfaction. However, consumer satisfaction, service quality, and word of mouth do not significantly drive repurchase intention, either directly or indirectly.

Practical Implication:    The practical implication of this study suggests that businesses, particularly in the laundry service sector, need to identify and strengthen other factors beyond customer experience, service quality, and word of mouth that may have a stronger impact on customer satisfaction and repurchase intention, such as price competitiveness, convenience, and loyalty programs.