THE ROLE OF PERCEIVED VALUE AND PERCEIVED QUALITY ON REPURCHASE INTENTION MEDIATED BY CUSTOMER SATISFACTION: AN EMPIRICAL STUDY

Abstract

Purpose This research aims to find whether perceived value influences customer satisfaction, perceived quality influences customer satisfaction, and whether customer satisfaction influences repurchase intention. Design/methodology/approach Quantitative research was conducted using primary data by spreading questionnaire to President University students with a total of 197 respondents. The questionnaire was validated through validity and reliability test, resulted 20 Questions were valid and reliable to be used analyzed. Validity value is at 0.939 and reliability value ranges at 0.819 - 0.905. The demographic asked were batch, gender, age and monthly expenses. Structural Equation Modeling (SEM) was used to test the theoretical framework and this research’s hypothesis. Findings This research found that perceived value does not positively influence customer satisfaction, perceived quality significantly influences customer satisfaction, and customer satisfaction significantly influences repurchase intention. Originality/Value This is the first study in President University regarding the impact of Asus laptop’s perceived value and perceived quality on repurchase intention mediated by customer satisfaction. In addition, most of research papers about perceived value, perceived quality, customer satisfaction and repurchase intention showed a same result which is positive influence among the hypothesis. The researcher wants to find out whether perceived value influences customer satisfaction, perceived quality influences customer satisfaction, and customer satisfaction influences repurchase intention of President University students that uses Asus laptop.