JRSSEM 2022, Vol. 2, No. 1, 27 – 42
E-ISSN: 2807 - 6311, P-ISSN: 2807 - 6494
DOI : 10.36418/jrssem.v2i1.237 https://jrssem.publikasiindonesia.id/index.php/jrssem/index
ANALYSIS OF CUSTOMER VALUE, CUSTOMER
SATISFACTION AND SERVICE QUALITY ON REPURCHASE
INTENTION WITH CUSTOMER TRUST AS INTERVENING
VARIABLES
Ahmad Zaeni ZM
Universitas Mercu Buana
e-mail: ahmadzaenizaenalmustofa@gmail.com
Submitted: 25 July 2022, Revised: 05 August 2022, Accepted: 25 August 2022
Abstract. This study was conducted to determine the effect of customer value, customer
satisfaction and service quality on money purchase intention with customer trust as an intervention
variable. This research uses descriptive methods is a type of quantitative research with survey
research. Data collection using research instruments, data analysis is quantitative or statistical. The
population in this study are all individual users of electric railroad transportation (KRL) in
Jabodetabek which reaches 154,591 (in thousands) passengers per year. In this study, the sample
is several people among all KCI electric rail transportation customers in Jabodetabek who have
made transactions. The analysis method used is the Structural Equation Model (SEM) to analyze
the sample. The results of the research that have been described previously regarding the influence
of Customer Value, Customer Satisfaction, Service Quality on Customer Trust and its impact on
Repurchase Interest (Study on PT. KCI transportation service users during the Covid-19 pandemic)
can be concluded as follows: 1) Customer Value, Customer Satisfaction, Service Quality, has a
positive and significant effect on Customer Trust. That is, the better the customer value, the more
satisfied the customer, the better the service it will increase customer trust.
Keywords: customer value; customer satisfaction; service quality; customer trust.
Ahmad Zaeni ZM | 28
DOI : 10.36418/jrssem.v2i1.237 https://jrssem.publikasiindonesia.id/index.php/jrssem/index
INTRODUCTION
World developments regarding the
trend of increasing positive cases of the
Covid-19 pandemic, almost all countries
continue to experience an increase in the
Covid-19 pandemic. Previously, the first
case of the Covid-19 virus was declared in
November 2019 in Wuhan, Hubei Province,
China. Then the United Nations through its
health organization (WHO) officially
declared the presence of the virus as a
global health emergency on January 30,
2020. Previously, there were 6 pandemics
that occurred in the last 1 decade including
H1N1 (swine flu) in 2009, (Silitonga, 2020),
(Tarisa, 2021) and (Bakarbessy, 2021).
Throughout 2020, these economic
problems were reflected by a decrease in
gross domestic product (GDP) per capita of
Rp. 2.2 million to Rp. 56.9 million or
equivalent to USD 3,911.7, compared to the
previous year which was recorded at Rp.
59.1 million. Indonesia's economic growth
in the fourth quarter of 2020 was still at
minus 2.19% year on year (yoy).
Nevertheless, this growth continued to
experience an improving trend compared
to the third quarter which recorded a
decline of minus 3.49% and the second
quarter of minus 5.32%.
As many as 10 out of 17 economic
sectors contributed negative performance
as a result of the impact of the Covid-19
pandemic. The sector that experienced the
deepest contraction in growth was the
transportation and warehousing sector by
15.04 percent. The phenomenon of this
decline is a consequence of restrictions on
social activities as outlined in the policy for
the Enforcement of Community Activity
Restrictions (PPKM), which until now
continues to become Micro PPKM. The
entire transportation sector is affected as a
result of these restrictions, including the air,
sea and land sectors.
PT. KCI is subsidiary through PT. KAI is
engaged in the business of commuter rail
transportation services. The route served by
KCI in the Jakarta, Bogor, Depok,
Tangerang, and Bekasi (JABODETABEK)
areas and the new Yogya – Solo route which
is still in the trial phase during 2021. KCI has
modernized on 2011 through
simplicationof the existing routes into five
core routes, eliminating signification KRL,
the operation of trains especially for
women, as well as the change in the
naming of the economic KRL using AC as
KA Commuter Line train. As of December
2019, KCI has 1,100 units and is supported
by 80 stations throughout JABODETABEK,
Banten and Cikarang with a route range of
418.5 km.
KCI which contributes 80% to PT. KAI
also experienced a decline. Throughout
2020, KCI experienced a decrease of
117.38% compared to the previous year.
Under normal conditions, KCI is able to
carry 1 million passengers and it drops to
an average of 162,000 people per day
during the pandemic. The decrease was the
result of the closure of recreational areas,
limited office capacity of 50%, odd-even
numbers that were not enforced and
restrictions on public transportation
operating hours.
Along with the PSBB policy
implemented by the government, KCI's
internal management also established
regulations with a passenger capacity
limitation of 50% or 74 people per car. The
29 | Analysis of Customer Value, Customer Satisfaction and Service Quality on Repurchase
Intention with Customer Trust as Intervening Variables
derivative implementation of these
restrictions is the presence of insulation in
a number of queuing zones at stations. In
addition, KCI also launched the latest
version of the KRL Access application to
help passengers monitor in real time the
condition of the queue at each station. As a
result of this policy, KCI recorded the
number of passengers as provided in table
1.4.following.
When compared to the target of
reducing passenger capacity by KCI
management, which is 50%, passenger data
shows a decline that occurred during the
period March - December 2020, which was
far below the target. The most significant
decrease was at the beginning of being
declared a pandemic, namely in March of
34.61%, April of 81.69% and May of 82.10%.
After that, the average decline was around
60%. On the other hand, KRL transportation
is transportation that cannot be substituted
if it is seen from the capacity of the
passengers it can carry. Based on the above
phenomenon, a significant decrease
indicates a problem with the role
repurchase intention to reuse KCI's services.
Based on a review of the journal from
previous studies, it is stated that the
intention to repurchase is a very essential
factor in business success (Al-Ghraibah,
2020), (Al-Ghraibah, 2020), so business
actors must be able to ensure that
consumers make repeat purchases of the
products or services provided. To relate this
to public transport services, transport users
are seen as customers who need to be
satisfied. Customer satisfaction is
important for business success, because
every organization aims to satisfy customer
needs or desires (Wardana et al., 2016). This
is reinforced by (Tan, 2019) Repurchase
Intention is significantly influenced by
consumer satisfaction.
Based on research from (Pham et al.,
2018), consumer satisfaction has a role in
Repurchase Intention but consumer
satisfaction alone is not enough so it must
be supported by other factors. Another
factor that supports Repurchase Intention
is consumer value. According to (Pardede
et al., 2018), consumer numbers have a
positive and significant influence on
Repurchase Intention. Reinforced by the
same results from research (Rafiah, 2019)
which states that consumer value plays a
role in compiling an understanding of the
mechanism for Repurchase Intention which
is very important for companies to survive.
In addition, good service also give
positive influence and significance to
Repurchase Intention (Santoso &
Aprianingsih, 2017). Reinforced assessment
carried out (Chen et al., 2015) also explain
that the relationship between the two
variables was influential and significant.
Furthermore, the consumer experience
factor also provide a positive and
significant influence on repurchase
intention (Luo et al., 2015), (Nilsson & Wall,
2017). E-WOM was also found which also
affects Repurchase Intention (Lăzăroiu et
al., 2020), (Liang et al., 2018). Another factor
is the brand image factor that affect
Repurchase Intention. This has been
confirmed have a positive and significant
impact from the results of assessment
conducted by (Huang et al., 2019) and (Riki
Wijaya & Rahayu Tri Astuti, 2018).
By background the problem above, the
following phenomena and assessment
problems were found: PT. KCI is a mode of
Ahmad Zaeni ZM | 30
transportation that cannot be substituted
by other modes of transportation. Both
from the scale of capacity or economic
value for its users. Thus, the decrease in
users who decreased below the target
threshold set by PT KCI of 50% became an
interesting topic for research on the
problems contained in it. Since the initial
declaration of the Covid-19 pandemic in
March 2020, PT KCI's passengers have
experienced a significant decline below the
target threshold of 50%, which indicates a
probability of customer repurchase.
According to (Kotler & Armstrong,
2012) consumer value is the result of an
assessment of the consumer's perspective
regarding the difference between all the
benefits obtained by consumers and the
costs offered compared to the alternatives.
Companies that have special attention to
consumer value will give more impetus to
consumers to have the Willing to make a
repeat purchase the resulting goods or
services (Cronin Jr et al., 2000). the results
of the assessment carried out (Tan, 2019)
show thats consumer values have a
positively and significant impact on
repurchase intentions.
According to (Philip & Lane, 2013)
consumer satisfaction is determined
beforehand by how customer expectations
are met. Customer satisfaction is directly
related to customer needs. Customers have
a high repurchase intention on product
purchases because they are satisfied with
the provider, both in their products and
services, this is based on a because
customer satisfaction affects the interest in
repurchasing, what the company must do is
to make product quality and service quality
better so that customers feel satisfied and
interest to repurchase appears. The results
of research conducted by (Maharani &
Saroso, 2020), (Slack et al., 2020),
(Soebandhi et al., 2020) show that the role
of consumer Satisfaction has a positive and
significant influence on the intention to buy
again.
According to (Lewis & Booms, 1983),
they state that “good service is a
measurement of how good the service is
meets consumer will. The implementation
of service quality means making
compromises with customer expectations
in a consistent manner. If the quality of
service gives satisfaction to consumers,
then consumers will remain loyal to using
the brand and try to limit the purchase of
other products and encourage the the will
to purchase goods or service. The
resemblance one. The results of previous
studies carried out (Bello et al., 2020),
(Soebandhi et al., 2020), (Maharani &
Saroso, 2020) show thats the role of service
quality has a positive and significant effect
on the role of Repurchase Intention.
METHODS
Descriptive research method is a type
of quantitative research with survey
research. Collecting data using an
assesment instruments, analyzing data that
has a quantitative nature with the aim of
testing the hypothesis that has been
decided. The population in this study were
all individual users of electric train
transportation (KRL) in Jabodetabek which
reached 154,591 (in thousand) passengers
per year. Populations that tend to be large
and difficult to study as a result of given the
limitatins of money, power and time, the
31 | Analysis of Customer Value, Customer Satisfaction and Service Quality on Repurchase
Intention with Customer Trust as Intervening Variables
researchers can use samples obtained from
the population. In this study, the sampling
is several people among all customers of
KCI electric train transportation in
Jabodetabek who have made transactions.
The analytical technique used is the (SEM)
to analyze the sample. In the SEM
technique, the required number of samples
is at least 5 times the total benchmark
variable. The total benchmark in this study
is 24 benchmark, so a minimum of 120
samples is needed. The Chi-Square SEM
model is very sensitive to the number of
samples, so the sample of this study will
refer to the criteria proposed by Hair et al.
(2010:637), namely the Maximum
Likelihood Estimation (MLE) technique
which states that a good number of
samples ranges from 100-200 samples.
RESULTS AND DISCUSSION
The purpose of this study is to analyze
the effect of consumer value, customer
satisfaction and service quality on
repurchase intention with customer trust as
an intervening variable, case study: PT.
Indonesian Commuter Train (KCI).
This study aims to analyze and examine
the effect of Customer Value, Customer
Satisfaction, Service Quality and Customer
Trust on Repurchase Intentions of
customers of KRL transportation services
PT. KCI. In this study, the data obtained by
distributing questionnaires to target
customers who have used the services of
PT. KCI at least 3 times in the last 5 years. A
total of 120 questionnaires were used for
sample data analysis. The research data
that has been collected is then analyzed
descriptively and quantitatively. Descriptive
analysis was carried out with the help of
Microsoft Excel program to describe the
variables of Customer Value, Customer
Satisfaction, Service Quality, Customer
Trust and Repurchase Intention, while
quantitative analysis was carried out using
the PLS (Partial Least Square) method to
determine the influence of Customer Value,
Customer Satisfaction, Quality Service,
Customer Trust and Customer Repurchase
Intention. The following are the
characteristics of all respondents.
Characteristics of Respondents
Following is a comprehensive
description of the descriptive respondents
based on the answers to the questionnaires
received. As in Table 1..
Table 1. Customer Origin
No.
Area
Respondents
Percentage
1
Jakarta
68
56.67%
2
Bekasi
10
8.33%
3
Bogor
12
10.00%
4
Depok
5
4.17%
5
Tangerang
6
5.00%
6
Outside
JABODETABEK
19
15.83%
Source: Results of data processing (2021).
Ahmad Zaeni ZM | 32
Based on the data in Table 1 it can be
seen that the largest number of customers
is from DKI Jakarta, namely 68 people
(56.67%), the second is from Outside
JABODETABEK as many as 19 people (15,
83%), the third came from Bogor as many
as 12 people (10.00%), the fourth came
from Bekasi as many as 10 people (8.33%),
the fifth came from Tangerang as many as
6 people (5.00%), and so on came from
from Depok as many as 6 people (4.17%). It
can be concluded that the area of origin of
the customers who use the transportation
services the most is PT. KCI comes from DKI
Jakarta.
Table 2. Characteristics of Respondents
Characteristics
Total
Percentage (%)
Gender
Male
53
44.17%
Female
67
55.83%
Total
120
100%
Age
<20 Years
0
0%
21 – 39 Years
91
75.83%
40 – 59 Years
29
24 .17%
>50 Years
0
0%
Total
120
100%
Education
/equivalent
41
34.17%
Diploma/S1
64
53.33%
Postgraduate (S2)
15
12.50%
Others
0
0%
Total
120
100%
This shows that customers who use the
transportation services of PT. KCI is
dominated by women aged 21 – 39 years
with an average education of Diploma/S1.
There is a positive correlation between the
programs organized by PT. KCI regarding
the program for female passengers who are
placed in the first and last carriages, then
the provision of additional security officers
stationed in each carriage which is
intended to prevent sexual harassment for
other crimes.
Descriptive Analysis of Variables
Descriptive
Data displays a general description of
the respondents' answers to the statements
contained in the questionnaire. Based on
the results of responses from 120
respondents about the research variables,
the authors will describe in detail the
respondents' answers which are grouped in
descriptive statistics. Submission of an
empirical description of the data used in
statistical descriptive research is to use the
average value. Through this description, it
33 | Analysis of Customer Value, Customer Satisfaction and Service Quality on Repurchase
Intention with Customer Trust as Intervening Variables
will be known the extent to which
respondents' perceptions of the variables
that become indicators in the study will be
known.
Based on the distribution of
questionnaires to respondents, the
following results were obtained:
1. Descriptive Analysis of Consumer
Value Variables
Table 3. Consumer Value Variable Analysis
No.
Statement
STS
TS
N
S
SS
1
Has consistent quality
0
0.00%
3
2.50%
27
22.50%
81
67.50%
9
7.50%
2
Is a service that I will use
0
0.00%
1
0.83%
41
34.17%
70
58.33%
8
6.67%
3
Gives me a sense of pleasure
0
0.00%
3
2.50%
40
33.33%
67
55.83%
10
8.33%
4
Reasonable price
0
0.00%
6
5.00%
50
41.67%
57
47.50%
7
5.83%
5
Will make a good impression
on others
0
0.00%
3
2.50%
33
27, 50%
72
60.00%
12
10.00%
Source: Processed primary data (2021)
Based on Table 3 shows that the results
of the descriptive test on the consumer
value variable of the four indicators and as
many as 120 respondents indicate that
indicator 1 with the statement "Has good
quality". consistent” being the majority of
the
answers agree and strongly agree with a
total of 75.00%. While the lowest agree and
strongly agree values are shown in
indicator 5 with the statement "The price is
reasonable", with a total of 53.33%.
2. Descriptive Analysis of Consumer
Satisfaction Variables
Table 4. Analysis of Consumer Satisfaction Variables
No.
Statement
STS
TS
N
S
SS
1
Service PT. KCI has a price
match with the benefits
0
0.00%
2
1.67%
26
21.67%
76
63.33%
16
13.33%
Ahmad Zaeni ZM | 34
received
2
I feel satisfied with the services
provided by PT. KCI
0
0.00%
3
2.50%
35
29.17%
69
57.50%
13
10.83%
3
I am satisfied with other
services provided by PT. KCI
0
0.00%
5
4.17%
38
31.67%
66
55.00%
11
9.17%
4
I am proud of the quality of
service provided by PT. KCI
0
0.00%
4
3.33%
37
30.83%
68
56.67%
11
9.17%
5
I am satisfied with the ease of
payment at PT. KCI
0
0.00%
2
1.67%
47
39.17%
62
51.67%
9
7.50%
Source: Processed primary data (2021)
Based on Table 4 shows that the results
of descriptive tests on consumer
satisfaction variables of the four indicators
and as many as 120 respondents indicated
that indicator 1 with the statement "Service
PT. KCI has a price match with the benefits
received” being the majority of the answers
agree and strongly agree with
a total of 76.66%. While the lowest agree
and strongly agree values are shown in
indicator 5 with the statement "I am
satisfied with the ease of payment at PT.
KCI”, with a total of 59.17%.
3. Descriptive Analysis of Service
Quality Variables
Table 5. Analysis of Service Quality Variables
No.
Statement
STS
TS
N
S
SS
1
PT. KCI is able to provide
services provided accurately
and reliably
0
0.00%
4
3.33%
36
30.00%
68
56.67%
12
10.00%
2
PT. KCI has a willingness to
help customers get the right
service
0
0.00%
3
2.50%
32
26.67%
74
61.67%
11
9.17%
3
Service PT. KCI has a polite
attitude, respect, attention and
friendliness to customers
0
0.00%
3
2.50%
34
28.33%
70
58.33%
13
10.83%
4
Services PT. KCI has a polite
attitude, respect, attention and
friendliness to customers
0
0.00%
3
2.50%
33
27.50%
68
56.67%
16
13.33%
5
PT. KCI always strives to
understand customers and
their needs
0
0.00%
7
5.83%
28
23.33%
75
62.50%
10
8.33%
Source: Processed primary data (2021)
Based on Table 5 shows that the results
of the descriptive test on the service quality
value variable from four indicators and as
many as 120 respondents indicated that
35 | Analysis of Customer Value, Customer Satisfaction and Service Quality on Repurchase
Intention with Customer Trust as Intervening Variables
indicator 2 with the statement "PT. KCI has
a willingness to help customers get the right
service” being the majority of the answers
agree and strongly agree with a total of
70.84%. While the lowest agree and
strongly agree values are shown in
indicator 1 with the statement "PT. KCI is
able to provide services provided
accurately and reliably”, with a total of
66.67%.
4. Descriptive Analysis of Consumer
Confidence Variables
Table 6. Analysis of Consumer Confidence Variables
No.
Statement
STS
TS
N
S
SS
1
PT. KCI has good competence
0
0.00%
1
0.83%
21
17.50%
80
66.67%
18
15.00%
2
PT. KCI has great concern for its
customers
0
0.00%
4
3.33%
39
32.50%
61
50.83%
16
13.33%
3
PT. KCI has willingness to share
0
0.00%
4
3.33%
47
39.17%
58
48.33%
11
9.17%
4
PT. KCI has the ability to be
expected
0
0.00%
4
3.33%
33
27.50%
71
59.17%
12
10.00%
5
PT. KCI always fulfills service
information to customers
0
0.00%
2
1.67%
26
21.67%
78
65.00%
14
11.67%
Source: Processed primary data (2021)
Based on Table 4.6 shows that the
results of the descriptive test on the
consumer confidence variable of the four
indicators and as many as 120 respondents
showed that indicator 1 with the statement
"PT. KCI has good competence” being the
majority of the answers agree and strongly
agree with a
total of 81.67%. While the lowest agree and
strongly agree values are shown in
indicator 3 with the statement "PT. KCI has
the willingness to share”, with a total of
57.50%.
5. Descriptive Analysis of Repurchase
Intention Variable
Table 7. Analysis of Repurchase Intention Variable
No.
Statement
STS
TS
N
S
SS
1
I am interested in using the
services provided by PT. KCI in
0
0.00%
3
2.50%
27
22.50%
71
59.17%
19
15.83%
Ahmad Zaeni ZM | 36
the short term and long term
2
I am interested in referring and
providing a review about the
services of PT. KCI
0
0.00%
1
0.83%
37
30.83%
68
56.67%
14
11.67%
3
I am interested in placing the
services provided by PT. KCI as
the first choice
0
0.00%
6
5.00%
46
38.33%
55
45.83%
13
10.83%
4
I am interested in seeking
information about the services
provided by PT. KCI
0
0.00%
4
3.33%
43
35.83%
60
50.00%
13
10.83%
Source: Processed primary data (2021)
Based on Table 7 shows that the results
of the descriptive test on the repurchase
intention variable of the four indicators and
as many as 120 respondents indicated that
indicator 1 with the statement “I am
interested in using the services provided by
PT. KCI in the short term, as well as the long
term” became the majority of the answers
agree and strongly agree with a total of
85.00%. While the lowest agree and
strongly agree is shown in indicator 3 with
the statement “I am interested in placing
the services provided by PT. KCI as the main
choice”, with a total of 56.66%.
Results of Data Analysis
This assessmentthe PLS technique
using SmartPLS 3.0 to perform data
analysis. PLS can be implemented on PLS is
not mandatory high. PLS can be used to
confirm concepts, PLS can also be used to
provide clarity about whether or not there
is a correlation between latent variables.
(Ulum, 2014). In this study, researchers used
120 respondents. The following are the
results of data processing using SmartPLS
3.0.
Outer Model
This model defines how each indicator
relates to its latent variable or it can be said
that the outer model can specify the
relationship between the latent variable
and its indicators. Tests carried out on the
outer model using the CFA (Confimatory
Factor Analysis) technique.
Cause analysis is used to find the
validity of each benchmark and perform a
constructed reliability test. In this research
model, the validity characteristics can be
measured through convergent and
discriminant validity. Convergent validity if
the causal loading number is above 0.7, but
for studies in the first stage of
development, a loading of 0.5 to 0.6 is
considered relative and is proven by an AVE
number above 0.50. Constructed reliability
was measured on composite reliability and
Crobach's alpha. A construct can be called
reliable if it has composite reliability and
Cronbach's alpha exceeds 0.70 (Irwan &
Adam, 2015).
Based on the results of the analysis
used, the researchers discussed the
37 | Analysis of Customer Value, Customer Satisfaction and Service Quality on Repurchase
Intention with Customer Trust as Intervening Variables
assessmentthe thats had been done. The
discussion of this research is as follows:
a. The Effect of Customer Value on
Customer Trust
By acquisition calculations with
hypothesis test process through t-
statistics 2.262>1.653 with significant
level 0.019 < 0.05. So can be
conclusion that consumer values
have a positive and significant
influence on customer trust to used
the serving of PT. KCI during the
Covid-19 pandemic.
This research is in line with the
assessment carried out (Tiastity,
2015) where several researchers in
their study focused on the problem
of the influence of consumer value on
customer trust.
b. The Effect of Customer Satisfaction
on Customer Trust
By acquisition calculations with
hypothesis test on t-statistic value of
2.701> 1.653 with a significance level
of 0.007 <0.05. So it can be conlusion
that consumer satisfaction has a
positive and significant influence on
customer trust..
This research is in line with
research conducted by (Leninkumar,
2017), (Setiawan et al., 2020) which
shows that customer satisfaction has
a significant positive effect on
customer trust and is significant for
visiting decisions.
c. The Effect of Service Quality on
Consumer Trust
Based on the results of
calculations with hypothesis testing
with a t-statistic value of 3.504> 1.653
with a significance level of 0.000
<0.05. So it can be decided that the
language of Service Quality has a
positive and significant influence on
Consumer Confidence during the
Covid-19 pandemic.
The results of the study
conducted research that, the
benchmark for good service and can
meet the wishes of consumers or the
better the quality service provided, it
will increase customer trust.
This research is in line with
research conducted (Song et al.,
2019), showing that service quality
has a significant effect on customer
trust.
d. Effect of Consumer Value on
Repurchase Intention
Based on the results of
calculations with hypothesis testing
with a t-statistic value of 1.417 <1.653
with a significance level of 0.157>
0.05. So it can be concluded that
Consumer Value has a positive and
not significant effect on Repurchase
Intentions on the services of PT. KCI
during the Covid-19 pandemic.
This study is in line with
research conducted by (Tan, 2019)
showing that consumer values have a
positive and significant effect on
repurchase intentions.
e. Effect of Customer Satisfaction on
Repurchase Intention
Based on the results of
calculations with hypothesis testing
with a t-statistic value of 0.090 <
1.653 with a significance level of
0.929 > 0.05. So it can be concluded
that customer satisfaction has a
positive and insignificant effect on
Ahmad Zaeni ZM | 38
repurchase intentions on the services
of PT. KCI during the Covid-19
pandemic.
The results of this study identify
that, the increasing consumer
satisfaction attached to the
customer's mind, will not significantly
increase repurchase interest.
This study is in line with
research conducted by (Maharani &
Saroso, 2020), (Slack et al., 2020),
(Soebandhi et al., 2020) show that the
role of consumer satisfaction has a
positive and significant effect on
Repurchase Intention.
f. Effect of Service Quality on
Repurchase Intention
Based on the results of
calculations with hypothesis testing
with a t-statistic value of 0.107> 1.653
with a significance level of 0.915
<0.05. So it can be concluded that
service quality has a positive and
insignificant effect on repurchase
intentions on the services of PT. KCI
during the Covid-19 pandemic. This
can be interpreted that a positive
Quality of Service cannot provide a
significant increase in Repurchase
Intention
This study is in line with
research conducted by (Bello et al.,
2020), (Soebandhi et al., 2020),
(Maharani & Saroso, 2020) showing
that the role of service quality has a
positive and significant effect on the
role of repurchase intention.
g. Effect of Customer Trust on
Repurchase Intention
Based on the results of
calculations with hypothesis testing
with a t-statistic value of 5.277 >
1.653 with a significan level of 0.000
<0.05. So it can be determined that
consumer beliefs have a positive and
significant influence on repurchase
intentions on the services of PT. KCI
during the Covid-19 pandemic.
This review process is in line
with the review process carried out
(Riorini & Widayati, 2015), (Zhu et al.,
2019) which decides that service
quality has a significant effect on
customer trust.
h. Effect of Customer Value through
Customer Trust on Repurchase
Intention
According to earnings
calculations with hypothesis testing
with a t-statistic value of 2.429 >
1.653 with a significance level of
0.015 < 0.05. then it can be
determined that the number of
consumers with consumer
confidence has a positive and
significant influence on Repurchase
Intentions on the services of PT. KCI
during the Covid-19 pandemic.
The results of the study identify
that, high customer value will also
place high trust in the services
provided, and then form a repeat
purchase intention.
i. The Effect of Customer Satisfaction
through Customer Trust on
Repurchase Intentions
According to earnings
calculations with hypothesis testing
with a t-statistic value of 2.270 >
1.653 with a significance level of
0.024 > 0.05. So it can be determined
that consumer satisfaction with
39 | Analysis of Customer Value, Customer Satisfaction and Service Quality on Repurchase
Intention with Customer Trust as Intervening Variables
consumer confidence has a positive
and significant influence on
Repurchase Intentions on the
services of PT. KCI during the Covid-
19 pandemic.
j. Effect of Service Quality through
Customer Trust on Repurchase
Intention
According to earnings
calculations with hypothesis testing
with a t-statistic value of 2.864 >
1.653 with a significance level of 0.004
< 0.05. it can be determined thats the
quality of services through customer
trust provide a positive and
significant influence on the
repurchase intention of the services
of PT. KCI during the Covid-19
pandemic.
The The results of this assessment
provide an identification that good
service quality can be increase high
trust so as to increase repurchase
intention. The the better the quality of
service so that it then provides an
increase in the determination to visit
so as to provide an impetus for the
desire to carry out visiting again.
CONCLUSIONS
According to the results of the
assessment and research in the previous
chapter regarding the impact Customer
Value, Customer Satisfaction, Service
Quality on Customer Trust and its impact
on Repurchase Intention (Study on PT. KCI
transportation service users during the
Covid-19 pandemic), this study can be
concluded as follows: 1) Customer Value,
Customer Satisfaction, Service Quality, have
a positive and significant effect on
Customer Trust. That is, the better the
customer value, the more satisfied the
customer, the better the service it will
increase customer trust.
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