CUSTOMER SATISFACTION MEDIATES SERVICE QUALITY ON REPURCHASE IN THE TIKTOK APPLICATION (Case Study of Product UsersSkincare Scientific in Indonesia)

Fernanda Janice Lintangsari, Hendro Setyono

Abstract


ABSTRACTThis research has objectives (1) to determine the positive and significant influence ofservice quality on repeat purchases among product usersSkincare Scientific, (2) todetermine the positive and significant influence of service quality on consumersatisfaction for product usersSkincare Skintific, (3) to determine the positive andsignificant influence of consumer satisfaction on repeat purchases by productusersSkincare Scientific, (4) to find out consumer satisfaction positively andsignificantly mediates the influence of service quality on repeat purchases amongproduct usersSkincare Skintific. The method used is a quantitative method, the type ofdata used is primary where the sample used isnonprobability sampling 120respondents were taken by distributing questionnaires viaGoogle Form by usingtechniquespurposive sampling. Data analysis in this research is hypothesis testing (ttest and Sobel test). Data processing in this research uses a programSoftware SPSS(Statistic Package For the Social Sciences) version 26.The research results show that service quality has a positive and significant effect onrepeat purchases as evidenced by the value of tcount 9.276 > ttable 1.980. Servicequality has a positive and significant effect on consumer satisfaction as evidenced bythe calculated t value of 12.240 > t table 1.980. Consumer satisfaction has a positiveand significant effect on repeat purchases as evidenced by the t value of 14.868 > ttable 1.980. And consumer satisfaction mediates positively and significantly theinfluence of service quality on repeat purchases as evidenced by the calculated z valueof 7.378 > z table 1.96.Keywords: Service Quality, Consumer Satisfaction, Repeat Prchases

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