REPURCHASE INTENTION PEGAWAI PEMERINTAH PROVINSI DAERAH KHUSUS IBUKOTA JAKARTA PADA TRANSAKSI MAKAN DAN MINUM DALAM APLIKASI E-ORDER

UTAMI INDIRA SARI, . (2026) REPURCHASE INTENTION PEGAWAI PEMERINTAH PROVINSI DAERAH KHUSUS IBUKOTA JAKARTA PADA TRANSAKSI MAKAN DAN MINUM DALAM APLIKASI E-ORDER. Magister thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini bertujuan menganalisis pengaruh Product Quality dan Service Quality terhadap Repurchase Intention dengan Customer Satisfaction sebagai variabel mediasi pada pengguna aplikasi E-Order di lingkungan Pemerintah Provinsi Daerah Khusus Ibu Kota Jakarta. Penelitian dilatarbelakangi oleh pentingnya menjaga keberlanjutan penggunaan aplikasi E-Order sebagai sistem digital procurement dalam pengadaan makanan dan minuman rapat. Penelitian menggunakan pendekatan kuantitatif dengan metode survei. Populasi penelitian berjumlah 46.705 pegawai Pemerintah Provinsi Daerah Khusus Ibu Kota Jakarta. Sampel sebanyak 385 responden ditentukan menggunakan rumus Cochran dan dipilih melalui purposive sampling. Data dikumpulkan menggunakan kuesioner dan dianalisis dengan Structural Equation Modeling (SEM) berbasis Covariance-Based SEM (CB-SEM) menggunakan IBM SPSS AMOS 24. Analisis meliputi uji normalitas, Confirmatory Factor Analysis (CFA), validitas, reliabilitas, Goodness of Fit, Common Method Bias, pengujian hipotesis, dan bootstrapping. Hasil penelitian menunjukkan bahwa Product Quality berpengaruh positif dan signifikan terhadap Customer Satisfaction (Estimate = 0,555; p < 0,001) dan Repurchase Intention (Estimate = 0,336; p = 0,005). Service Quality juga berpengaruh positif dan signifikan terhadap Customer Satisfaction (Estimate = 0,493; p < 0,001) serta Repurchase Intention (Estimate = 0,320; p = 0,007). Customer Satisfaction berpengaruh positif dan signifikan terhadap Repurchase Intention (Estimate = 0,325; p = 0,005). Namun, Customer Satisfaction tidak memediasi pengaruh Product Quality maupun Service Quality terhadap Repurchase Intention. Penelitian ini menyimpulkan bahwa Product Quality dan Service Quality merupakan faktor utama yang secara langsung meningkatkan Repurchase Intention pengguna aplikasi E-Order, sehingga peningkatan kualitas produk dan pelayanan perlu menjadi prioritas dalam mendukung efektivitas implementasi digital procurement di sektor publik. Kata Kunci: Product Quality, Service Quality, Customer Satisfaction, Repurchase Intention.***** This study aims to examine the effects of Product Quality and Service Quality on Repurchase Intention, with Customer Satisfaction serving as a mediating variable among users of the E-Order application within the Provincial Government of the Special Capital Region of Jakarta. The study is motivated by the importance of sustaining the use of the E-Order application as a digital procurement system for meeting food and beverage procurement needs for official meetings. A quantitative research approach with a survey method was employed. The study population consisted of 46,705 employees of the Provincial Government of the Special Capital Region of Jakarta. A total of 385 respondents were selected using the Cochran formula and purposive sampling technique. Data were collected through questionnaires and analyzed using Covariance-Based Structural Equation Modeling (CB-SEM) with IBM SPSS AMOS 24. The analysis included normality testing, Confirmatory Factor Analysis (CFA), validity and reliability testing, Goodness-of-Fit evaluation, Common Method Bias assessment, hypothesis testing, and mediation analysis using the bootstrapping method. The findings indicate that Product Quality has a positive and significant effect on Customer Satisfaction (Estimate = 0.555; p < 0.001) and Repurchase Intention (Estimate = 0.336; p = 0.005). Service Quality also has a positive and significant effect on Customer Satisfaction (Estimate = 0.493; p < 0.001) and Repurchase Intention (Estimate = 0.320; p = 0.007). Furthermore, Customer Satisfaction significantly influences Repurchase Intention (Estimate = 0.325; p = 0.005). However, Customer Satisfaction does not mediate the effects of Product Quality or Service Quality on Repurchase Intention. The study concludes that Product Quality and Service Quality are the primary determinants of users' Repurchase Intention in the E-Order application. Therefore, improving product quality and service quality should be prioritized to enhance the effectiveness and sustainability of digital procurement implementation in the public sector. Keywords: Product Quality, Service Quality, Customer Satisfaction, Repurchase Intention

Item Type:	Thesis (Magister)
Additional Information:	1). Prof. Usep Suhud, M.Si., Ph.D. ; 2). Dr. Agung Wahyu Handaru, S.T., M.M.
Subjects:	Manajemen > Manajemen Pemasaran
Divisions:	FE > S2 Manajemen
Depositing User:	Utami Indira Sari .
Date Deposited:	30 Oct 2026 04:09
Last Modified:	30 Oct 2026 04:09
URI:	http://repository.unj.ac.id/id/eprint/74621

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