Dampak Kegagalan Layanan Terhadap Minat Beli Ulang dan Kepuasan Pelanggan Shopee Xpress Bandung Raya
DOI:
https://doi.org/10.31004/jutin.v8i4.48774Keywords:
Service Failure, Service Recovery, Customer Satisfaction, Repurchase Intention, Shopee XpressAbstract
This study aims to analyze the effects of service failure and service recovery on customer satisfaction and repurchase intention among Shopee Xpress users in the Greater Bandung area. Using a quantitative approach with PLS-SEM via SmartPLS, data were collected from 150 active users. Results show that both service failure and service recovery significantly affect customer satisfaction but do not directly influence repurchase intention. Customer satisfaction has a strong and significant effect on repurchase intention and mediates the relationship between service failure and recovery toward repurchase behavior. These findings highlight the importance of service quality improvement and responsive recovery strategies to build customer loyalty in Indonesia’s competitive e-commerce logistics sector.References
Aimee, S. S. (2019). Analisis Tingkat Kepuasan Pelanggan Terhadap Pelayanan Restoran Dengan Menggunakan Metode Servqual (Studi Kasus Pada Restoran Cepat Saji X). Jurnal Manajemen Pemasaran, 11(2), 121-135.
Ali, S. R. O., Said, N. S. M., Jislan, F., Amin, K., & Aznan, W. N. M. W. (2020). The Relationship between Service Failure and Service Recovery with Airline Passenger Satisfaction. Journal of Management and Science, 2(1), 12-25.
Apriliani, N. (2021). Pengaruh Kemudahan dan Kepercayaan Terhadap Keputusan Pembelian dan Repurchase Intention Pada Pengguna Shopee. Jurnal Manajemen dan Bisnis, 15(1), 45-56.
Darno, D., & Yosepha, J. S. (2022). Pemasaran Jasa. PT. Bumi Aksara.
Ellyawati, C. (2017). Pengaruh Kegagalan Layanan dan Pemulihan Layanan Terhadap Kepuasan dan Loyalitas Pelanggan. Jurnal Ekonomi dan Bisnis, 19(1), 32-45.
Fitria, T., Yohana, C., & Saidanai, B. (2021). Pengaruh Pengalaman Pelanggan Terhadap Niat Membeli Kembali Dengan Kepuasan Pelanggan Sebagai Variabel Intervening: Studi Pada Pengguna E-Commerce X di DKI Jakarta. Jurnal Bisnis, Manajemen, Dan Keuangan, 2(2), 592–610.
Ghozali, I., & Latan, H. (2015). Partial Least Squares: Konsep, Teknik dan Aplikasi Menggunakan SmartPLS 3.0. Semarang: Badan Penerbit Universitas Diponegoro.
Gidener, N. G., & Deveci, D. A. (2020). An analysis of service failures and recovery strategies in the Turkish third party logistics service industry. Transactions on Maritime Science, 9(1), 35–50.
Hair Jr, J. F., Matthews, L. M., Matthews, R. L., & Sarstedt, M. (2017). PLS-SEM or CB-SEM: updated guidelines on which method to use. International Journal of Multivariate Data Analysis, 1(2), 107-123.
Insana, P. S., & Johan, R. (2020). Peran Logistik Dalam E-Commerce. Jurnal Manajemen Logistik, 5(1), 5-18.
Indrasari, M. (2019). Pemasaran dan Perilaku Konsumen. Yogyakarta: Andi Offset.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469.
Ravenska, J. (2019). Pengaruh Penanganan Keluhan, Pemulihan Layanan dan Nilai Jasa Terhadap Kepuasan Pelanggan Menggunakan Jasa Go-Jek. Jurnal Ekonomi Bisnis, 22(1), 34-45.
Resekiani, N., Aslami, N., & Rosmita, A. (2020). Peran Pemulihan Layanan dalam Meningkatkan Loyalitas Pelanggan. Jurnal Manajemen Pemasaran, 8(1), 1-10.
Safitri, S. (2019). Peran Logistik dalam Meningkatkan Kepuasan Pelanggan di Era E-Commerce. Jurnal Logistik Indonesia, 3(1), 22-35.
Solechan, A., & Kusumo, H. (2022). Strategi e-CRM Untuk Meningkatkan Kepuasan Konsumen: Sebuah Literatur Review. Jurnal Manajemen Bisnis, 12(2), 56-67.
Tjiptono, F. (2014). Pemasaran Jasa - Prinsip, Penerapan, Penelitian. Yogyakarta: CV. Andi Offset.
Wingsati, K., & Prihandono, R. (2017). Pengaruh Kegagalan Layanan Terhadap Minat Beli Ulang dengan Kepuasan Pelanggan sebagai Variabel Mediasi. Jurnal Ekonomi Manajemen, 15(2), 112-125.
Yudi, A., & Ruswanti, E. (2021). Freight Forwarding Company: The Effect of Service Failure, Recovery, Satisfaction, and Customer Loyalty. International Journal of Business and Management, 16(5), 78-90.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Azbi Ziesha Saprudin, Aulia Zikri Rahman, Mumu Komaro
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
