Pengaruh E-Service Quality, Kualitas Produk, dan Persepsi Harga terhadap Minat Beli Ulang Melalui Kepuasan Konsumen pada Produk Streaming Musik Spotify Premium

Abstract

This research was conducted on people throughout Indonesia who were at least 18 years old and had subscribed to Spotify Premium for approximately the last 3 months. The aim was to determine the direct effect of e-service quality, product quality, and price perception variables on repurchase intention. The direct effect of consumer satisfaction variables on repurchase intention and mediating e-service quality, product quality, and price perception variables on repurchase intention. The data collection method used was a questionnaire with a purposive sampling technique on 190 respondents from Indonesia who had subscribed to Spotify Premium for approximately the last 3 months and were at least 18 years old. Hypothesis testing used path analysis with the help of the SPSS 25 program. The results of this study stated that: 1) E-service quality has a positive and significant effect on consumer satisfaction. 2) Product quality has a positive and significant effect on consumer satisfaction. 3) Price perception has a positive and significant effect on consumer satisfaction. 4) Consumer satisfaction has a positive and significant effect on repurchase intention. 5) E-service quality has a positive and significant effect on repurchase intention. 6) Product quality has a positive and significant effect on repurchase intention. 7) Price perception has a positive and significant effect on repurchase intention. 8) E-service quality has a negative and not significant effect on repurchase intention through consument satisfaction as an intervening variable. 9) Product quality has a negative and not significant effect on repurchase intention through consument satisfaction as an intervening variable. 10) Price perception has a negative and not significant effect on repurchase intention through consument satisfaction as an intervening variable.