PENGARUH CUSTOMER EXPERIENCE, CUSTOMER PERCEIVED VALUE DAN SERVICE QUALITY TERHADAP REPURCHASE INTENTION DALAM PERSPEKTIF EKONOMI ISLAM (Studi Pada Konsumen Wiseman Cafe Bandar Lampung)

Rafida, Zulfa Roesandi (2023) PENGARUH CUSTOMER EXPERIENCE, CUSTOMER PERCEIVED VALUE DAN SERVICE QUALITY TERHADAP REPURCHASE INTENTION DALAM PERSPEKTIF EKONOMI ISLAM (Studi Pada Konsumen Wiseman Cafe Bandar Lampung). Diploma thesis, UIN Raden Intan Lampung.

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Abstract

ABSTRAK Pergerakan industri food and beverage dikenal dengan berbagai macam produk pangan yang ditawarkan kepada pelanggan lantas hal ini mendorong para pengusaha agar mampu memberikan kepuasan kepada pelanggan sehingga dapat menimbulkan minat beli ulang. Wiseman Cafe Bandar Lampung merupakan salah satu kafe yang ingin menciptakan minat beli ulang, namun masih banyak konsumen yang mengeluhkan selepas berbelanja dari sana. Rumusan masalah pada penelitian ini yaitu Bagaimana pengaruh Repurchase Intention dalam Perspektif Ekonomi Islam pada konsumen Wiseman Cafe Bandar Lampung? Sedangkan tujuan dari penelitian ini yaitu untuk mengetahui pengaruh customer experience, customer perceived value dan service quality terhadap repurchase intention pada konsumen Wiseman Cafe Bandar Lampung. Metode yang dilakukan menggunakan pendekatan asosiatif kuantitatif. Populasi dalam penelitian ini adalah seluruh konsumen yang berbelanja di Wiseman Cafe dan sampel yang diambil sebanyak 100 responden dengan memakai teknik pengambilan sampel non probability sampling yaitu Accidental Sampling. Teknik pengumpulan data menggunakan kuesioner lalu dilakukan pengujian Validitas dan Reliabilitas. Pengolahan data dalam penelitian ini menggunakan PLS�SEM dengan software Smart PLS 3. Hasil penelitian menunjukan bahwa Customer Experience memiliki pengaruh positif dan signifikan terhadap Repurchase Intention pada Konsumen Wiseman Cafe, Customer Perceived Value memiliki pengaruh positif dan signifikan terhadap Repurchase Intention pada Konsumen Wiseman Cafe, Service Quality memiliki pengaruh positif dan signifikan terhadap Repurchase Intention pada Konsumen Wiseman Cafe, secara bersama-sama Customer Experience, Customer Perceived Value dan Service Quality berpengaruh positif dan signifikan terhadap Repurchase Intention. Dalam perspektif Ekonomi Islam pembicaraan mengenai repurchase intention saat terjadinya transaksi suatu barang, Islam menganjurkan agar setiap individu dapat mempremiskan kegunaan dari suatu produk bukan karna mengikuti keinginan dan hawa nafsu semata. Konsumen harus dapat membedakan antara kebutuhan dan keinginan, antara baik dan buruk dan tidak berbelanja secara israf atau berlebih-lebihan. Kata Kunci: Customer Experience, Customer Perceived Value, Service Quality, Repurchase Intention. ABSTRACT The movement of the food and beverage industry is known for the wide variety of food products offered to customers, then this encourages entrepreneurs to be able to provide satisfaction to customers so that it can generate repurchase interest. Wiseman Cafe Bandar Lampung is one of the cafes that wants to create repurchase interest, but there are still many consumers who complain after shopping from there. The formulation of the problem in this study is How does Repurchase Intention influence in the perspective of Islamic Economics on Wiseman Cafe Bandar Lampung consumers? While the purpose of this study is to determine the effect of customer experience, customer perceived value and service quality on repurchase intention in Wiseman Cafe Bandar Lampung consumers. The method used is a quantitative associative approach. The population in this study were all consumers who shopped at Wiseman Cafe and the sample taken was 100 respondents using non-probability sampling technique, namely Accidental Sampling. The data collection technique used a questionnaire and then tested Validity and Reliability. Data processing in this study used PLS-SEM with Smart PLS 3 software. The results showed that Customer Experience has a positive and significant effect on Repurchase Intention in Wiseman Cafe Consumers, Customer Perceived Value has a positive and significant effect on Repurchase Intention in Wiseman Cafe Consumers, Service Quality has a positive and significant effect on Repurchase Intention in Wiseman Cafe Consumers, together Customer Experience, Customer Perceived Value and Service Quality have a positive and significant effect on Repurchase Intention. In the perspective of Islamic Economics, talks about repurchase intention when a transaction of an item occurs, Islam recommends that each individual can prioritize the usefulness of a product not because of following desires and lust alone. Consumers must be able to distinguish between needs and desires, between good and bad and not shop in israf or excess. Keywords: Customer Experience, Customer Perceived Value, Service Quality, Repurchase Intention.

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