Pengaruh Service Quality, Customer Experience, dan Trust Terhadap Repurchase Intention (Studi Pada Pelanggan Biznet di Kota Denpasar)

Jennifer Alexandra ; I Putu Gde Sukaatmadja
Journal Of Business, Finance, and Economics (JBFE) 📅 2025 Vol 6, No 1 🔗 DOI: 10.32585/jbfe.v6i1.6675
Abstract
The rapid development of technology today makes the internet an essential need for society. This is supported by the increasing number of internet users every year. In the midst of this growth, Biznet is present as one of the fixed internet service providers in Indonesia. Although superior in terms of speed, Biznet experiences a fairly high customer churn rate, and faces many complaints related to service quality. This study aims to explain the effect of service quality, customer experience, and trust on repurchase intention on Biznet customers in Denpasar City. The population of this study was Biznet customers in Denpasar City. The sample members numbered 114 people, who were selected using a purposive sampling technique. Data were collected through a survey using a questionnaire. Data analysis was carried out using multiple linear regression with the SPSS version 29 application, after meeting the classical assumption test. The results of the analysis prove that service quality has a positive and significant effect on repurchase intention. Customer experience has a positive and significant effect on repurchase intention. Then, trust also has a positive and significant effect on repurchase intention. Service quality, customer experience, and trust have a positive and significant effect on repurchase intention simultaneously. It can be stated that all hypotheses are accepted.
Keywords
y; customer experience; repurchase intention; Service Quality; Customer Trust
How to Cite

Jennifer Alexandra & I Putu Gde Sukaatmadja (2025). Pengaruh Service Quality, Customer Experience, dan Trust Terhadap Repurchase Intention (Studi Pada Pelanggan Biznet di Kota Denpasar). Journal Of Business, Finance, and Economics (JBFE), 6(1). https://doi.org/10.32585/jbfe.v6i1.6675

Jennifer Alexandra; I Putu Gde Sukaatmadja, "Pengaruh Service Quality, Customer Experience, dan Trust Terhadap Repurchase Intention (Studi Pada Pelanggan Biznet di Kota Denpasar)," Journal Of Business, Finance, and Economics (JBFE), vol. 6, no. 1, 2025.

Jennifer Alexandra; I Putu Gde Sukaatmadja. "Pengaruh Service Quality, Customer Experience, dan Trust Terhadap Repurchase Intention (Studi Pada Pelanggan Biznet di Kota Denpasar)." Journal Of Business, Finance, and Economics (JBFE), vol. 6, no. 1, 2025.

Jennifer Alexandra; I Putu Gde Sukaatmadja. "Pengaruh Service Quality, Customer Experience, dan Trust Terhadap Repurchase Intention (Studi Pada Pelanggan Biznet di Kota Denpasar)." Journal Of Business, Finance, and Economics (JBFE) 6, no. 1 (2025).

Jennifer Alexandra & I Putu Gde Sukaatmadja (2025) 'Pengaruh Service Quality, Customer Experience, dan Trust Terhadap Repurchase Intention (Studi Pada Pelanggan Biznet di Kota Denpasar)', Journal Of Business, Finance, and Economics (JBFE), 6(1). doi: 10.32585/jbfe.v6i1.6675.

Jennifer Alexandra; I Putu Gde Sukaatmadja. Pengaruh Service Quality, Customer Experience, dan Trust Terhadap Repurchase Intention (Studi Pada Pelanggan Biznet di Kota Denpasar). Journal Of Business, Finance, and Economics (JBFE). 2025;6(1).

Artikel Terkait

Analisis Kinerja Portofolio Saham LQ45 Sebelum dan Sesudah Pandemi COVID-19 di Bursa Efek Indonesia

Juliyana Puspita Sari; Delvi Mayang Sari; Bayu Riski Saputra

Pengaruh Likuiditas, Solvabilitas dan Aktivitas Terhadap Profitabilitas Pada PT. KDB Tifa Finance Tbk Periode 2015-2025

Bidzaksana, Ridzal Muhammad; Novianti Ayu Lesmanah; Siti Habibah; Jelita Zahrani Fadhila; Devandito Nandika Putra; Fazhar Sumantri

Dampak Konflik Iran-Israel terhadap Necara Perdagangan Indonesia

Robbiatul Amalia; Abdul Madjid Musannah; Dies Nurhayati

Pengaruh Struktur Aktiva, Struktur Modal, dan Perputaran modal Kerja terhadap Kinerja Keuangan pada PT Astra International Tbk periode tahun 2010-2025

Bonefasius Dayung; Fazhar Sumantri; Theysa Shalani Pratiwi

Analisis Customer Insight dan Perilaku Konsumen sebagai Fondasi Strategi Pemasaran yang Efektif

Haryati Pertiwi; Ahmad Fikri Sidharta; Arfiani Yulianti Fiyul

Human Capital dan Pertumbuhan Ekonomi: Studi Kasus Provinsi Jawa Tengah Tahun 2017-2023

Rohadatul Aisy; Sudarno Sudarno
Tren Sitasi Jurnal