PRODUCT QUALITY TO REPURCHASE INTENTION THROUGH CUSTOMER SATISFACTION AND TRUST, WORD OF MOUTH, AND CORPORATE IMAGE AS MODERATION IN MEDIUM-SCALE CONSTRUCTION BUSINESSES

Novanda Crysma Terrasista; Tony Antonio

doi:10.31955/mea.v9i2.5632

Novanda Crysma Terrasista Universitas Ciputra, Surabaya
Tony Antonio Universitas Ciputra, Surabaya

DOI: https://doi.org/10.31955/mea.v9i2.5632

Keywords: product quality, repurchase intention, customer satisfaction, trust, word of mouth, corporate image, construction

Abstract

The construction sector plays a crucial role in national development, supporting economic, social, and cultural growth. It is expected to grow by 10-15% under the Master Plan for the Acceleration and Expansion of Indonesian Economic Development (MP3EI) until 2025, making it a promising sector for the next decade. PT Catur Eka Manunggal Jaya (PT CEMJ), a construction company based in East Java, was established in 1997 and specializes in real estate and building construction. This study examines the effects of product quality and customer satisfaction on repurchase intention, the impact of product quality on customer satisfaction, the moderating role of trust, word of mouth, and corporate image in the relationship between product quality and customer satisfaction, and the mediating effect of customer satisfaction on the relationship between product quality and repurchase intention. The study involved 70 respondents who are employees of PT CEMJ’s partner companies. Data were collected via Google Forms using a Likert scale and analyzed using SEM-PLS. Results indicate that product quality and customer satisfaction positively and significantly influence repurchase intention, and product quality significantly impacts customer satisfaction. However, trust, word of mouth, and corporate image do not moderate the effect of product quality on customer satisfaction. Furthermore, customer satisfaction mediates the relationship between product quality and repurchase intention, reinforcing the importance of product quality in driving customer loyalty.

References

Aji, P. M., Nadhila, V., & Sanny, L. (2020). Effect of Social Media Marketing on Instagram towards Purchase Intention: Evidence from Indonesia’s Ready-to-Drink Tea Industry. International Journal of Data and Network Science, 4(2), 91–104. https://doi.org/10.5267/j.ijdns.2020.3.002
Anggraini, D., Sudarijati, & Andari, T. (2022). The Influence of Price, Product Innovation and Product Quality on Purchase Decisions on Metal Craft SME In Citereup District, Bogor Regency. Karimah Tauhid, 1(5), 604–622.
Aprillaurel, L., & Halim, P. A. (2024). Pengaruh Customer Relationship Management dan Kualitas Produk Terhadap Kepuasan Pelanggan PT ITOYA SELF PHOTO. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 8(1), 1667–1679. https://doi.org/10.31955/mea.v8i1.3891
Arini, Y. T., Kusuma, K. A., & Hariasih, M. (2025). Pengaruh Kualitas Produk, Kualitas Pelayanan Dan Kepercayaan Pelanggan Terhadap Kepuasan Pelanggan Pada Indomaret Fresh Raya Jati Sidoarjo. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 9(1), 1160–1180. https://doi.org/10.31955/mea.v9i1.5136
Aulia, A. A., & Herawati, S. (2023). The Effect of Product Quality on Repurchase Intention Mediated by Customer Satisfaction of Zoya Muslim Fashion in Bandung City. Portofolio: Jurnal Ekonomi, Bisnis, Manajemen, Dan Akuntansi, 20(2), 75–92. https://doi.org/10.26874/portofolio.v20i2.368
BPS Jawa Timur. (2022). Sektor Konstruksi. https://jatim.bps.go.id/subject/4/konstruksi.html
Cesariana, C., Juliansyah, F., & Fitriyani, R. (2022). Model Keputusan Pembelian Melalui Kepuasan Konsumen Pada Marketplace: Kualitas Produk Dan Kualitas Pelayanan (Literature Review Manajemen Pemasaran). Jurnal Manajemen Pendidikan Dan Ilmu Sosial, 3(1), 211–224. https://doi.org/10.38035/jmpis.v3i1.867
Christian, M., & Setiobudi, D. A. (2023). PERFORMA: Jurnal Manajemen dan Start-Up Bisnis. PERFORMA: Jurnal Manajemen Dan Start-Up Bisnis, 8(2), 196–204.
Efendi, N., Lubis, T. W. H., & Ginting, S. O. (2023). Pengaruh Citra Merek, Promosi, Kualitas Pelayan Dan Store Atmosphere Terhadap Kepuasan Konsumen. Jurnal Ekonomi, 28(2), 197–215. https://doi.org/10.24912/je.v28i2.1626
Gilang, K. (2024, November 14). Jawa Timur Jadi Provinsi dengan Jumlah Perusahaan Konstruksi Terbanyak 2024. Data.Goodstats.Id. https://data.goodstats.id/statistic/jawa-timur-jadi-provinsi-dengan-jumlah-perusahaan-konstruksi-terbanyak-2024-LcNRw
Ginting, Y. M., Chandra, T., Miran, I., & Yusriadi, Y. (2023). Repurchase intention of e-commerce customers in Indonesia: An overview of the effect of e-service quality, e-word of mouth, customer trust, and customer satisfaction mediation. International Journal of Data and Network Science, 7(1), 329–340. https://doi.org/10.5267/j.ijdns.2022.10.001
Hagger, M. S., Cheung, M. W.-L., Ajzen, I., & Hamilton, K. (2022). Perceived behavioral control moderating effects in the theory of planned behavior: A meta-analysis. Health Psychology, 41(2), 155–167. https://doi.org/10.1037/hea0001153
Halim, A. F. (2022). Pegaruh Brand Awareness, Brand Trust Dan Word Of Mouth terhadap Keputusan Pembelian Produk Susu Bear Brand Di Masa Pandemi Covid-19. Jurnal Ilmu Dan Riset Manajemen, 11(11), 1–17.
Javid, M. A., Abdullah, M., Ali, N., Shah, S. A. H., Joyklad, P., Hussain, Q., & Chaiyasarn, K. (2022). Extracting Travelers’ Preferences toward Electric Vehicles Using the Theory of Planned Behavior in Lahore, Pakistan. Sustainability, 14(3), 1909. https://doi.org/10.3390/su14031909
Le, T. T. (2023). Corporate social responsibility and SMEs’ performance: mediating role of corporate image, corporate reputation and customer loyalty. International Journal of Emerging Markets, 18(10), 4565–4590. https://doi.org/10.1108/IJOEM-07-2021-1164
Maulyan, F. F., Drajat, D. Y., Angliawati, R. Y., & Sandini, D. (2022). Pengaruh Service Excellent Terhadap Citra Perusahaan dan Loyalitas Pelanggan: Theoretical Review. Jurnal Sains Manajemen, 4(1), 8–17. https://doi.org/10.51977/jsm.v4i1.660
Miao, M., Jalees, T., Zaman, S. I., Khan, S., Hanif, N. ul A., & Javed, M. K. (2022). The influence of e-customer satisfaction, e-trust and perceived value on consumer’s repurchase intention in B2C e-commerce segment. Asia Pacific Journal of Marketing and Logistics, 34(10), 2184–2206. https://doi.org/10.1108/APJML-03-2021-0221
Nasrifah, M. (2022). Peningkatan Loyalitas Konsumen yang Berbasis Kualitas Produk. JEKOBIS: Jurnal Ekonomi Dan Bisnis, 2(1), 143–146.
Persulessy, G., Leunupun, P., & Leunupun, M. J. (2020). Analisis Pengaruh Sikap, Norma Subjektif dan Kontrol Perilaku Terhadap Minat Pelaku UMKM Untuk Menyusun Laporan Keuangan: Sebuah Bukti Empiris Dari UMKM di Kota Ambon. Jurnal Akuntansi Maranatha, 12(1), 47–57. https://doi.org/10.28932/jam.v12i1.2238
Ramadhany, A., & Supriyono. (2022). Pengaruh Kepercayaan dan Kepuasan Pelanggan terhadap Loyalitas Pelanggan pada AP Garage (Bengkel Cat & Custom). Ekonomis: Journal of Economics and Business, 6(1), 199. https://doi.org/10.33087/ekonomis.v6i1.511
Rangan, F., Simanjuntak, A., & Seralurin, Y. (2020). Pengaruh Persepsi Kegunaan, Persepsi Kemudahan, Kesiapan Teknologi Informasi, Keamanan Dan Kerahasiaan Terhadap Minat Perilaku Penggunaan E-Filing (Studi Empiris Pada Kantor Pelayanan Pajak Pratama Jayapura). Jurnal Akuntansi Dan Keuangan Daerah, 15(2), 111–125. https://doi.org/10.52062/jakd.v15i2.1629
Rizkiani, D. E., & Setiawan, H. (2023). Pengaruh Kualitas Produk, Persepsi Harga, Word of Mouth (WOM) Terhadap Keputusan Pembelian (Studi Kasus Eiger Store Madiun). Seminar Inovasi Manajemen Bisnis Dan Akuntansi, 5. https://prosiding.unipma.ac.id/index.php/SIMBA/article/view/4943
Siregar, N. M., Nasution, Z., & Hanum, F. (2023). The Influence of Perceived Convenience, Perceived Usefulness, Trust, Word of Mouth on Customer Satisfaction Case Studies on Shopee Users. Daengku: Journal of Humanities and Social Sciences Innovation, 3(3), 431–442. https://doi.org/10.35877/454RI.daengku1615
Widarti, P. (2023). Sektor Konstruksi Diproyeksi Tumbuh 5 - 6 Persen, Residensial Jatim Jadi Potensi Terbesar. Bisnis.Com. https://surabaya.bisnis.com/read/20230211/532/1626841 /sektor-konstruksi-diproyeksi-tumbuh-5-6-persen-residensial-jatim-jadi-potensi-terbesar