_001_-_Copy.jpg)
Peran Kepuasan Pelanggan dalam Memediasi Hubungan Kualitas Informasi dan Kenyamanan terhadap Niat Pembelian Ulang Pengguna Voucher TikTok F&B
Abstract
The rapid growth of e-commerce has driven a shift in consumer habits toward more practical digital consumption patterns, one of which is facilitated by the TikTok Go voucher redemption feature that integrates online-to-offline transactions. This trend indicates that several factors can influence repurchase intent, such as information quality, convenience, and customer satisfaction all of which play a crucial role in the promotional process. The objective of this study is to examine the influence of information quality and convenience on repurchase intention, with customer satisfaction as the mediating variable, among TikTok voucher users in Malang City. This study employs a quantitative approach and uses purposive sampling to collect a sample of 291 respondents. The data were analyzed using Partial Least Squares (PLS) Structural Equation Modeling. The results indicate that information quality influences repurchase intention, whereas convenience does not. Furthermore, information quality and convenience were found to influence customer satisfaction, and customer satisfaction plays a mediating role in the relationship between information quality, convenience, and repurchase intention.
Keywords
Full Text:
PDFReferences
Badan Pusat Statistik. (2024). STATISTIK DAERAH KOTA MALANG 2024 (Vol. 14). Badan Pusat Statistik (BPS) Kota Malang. file:///C:/Users/62822/Downloads/statistik-daerah-kota-malang-2024.pdf
Chi, T., Desch, G., Huynh, H., Duquaine, M., Chen, Y., & Fang, L. (2025). Apparel resale program: How US consumers respond to the new business model. Journal of Responsible Production and Consumption, 2(1), 496–524. https://doi.org/10.1108/JRPC-12-2024-0075
DeLone, W. H. (2003). The DeLone and McLean Model of Information Systems Success: A Ten-Year Update. Journal of Management Information Systems, 19(4), 9–30. https://doi.org/10.1080/07421222.2003.11045748
Do, A. D., Ha, D. L., Pham, M. T., Khuat, M. A. T., Le, V. A. T., Nguyen, D. N. D., & La, T. Q. (2025). Impacts of e-RLSQ on repurchase intention in Vietnam’s e-commerce market: The mediating role of customer satisfaction and trust. International Journal of Information Management Data Insights, 5(2), 100346. https://doi.org/10.1016/j.jjimei.2025.100346
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2022). A primer on partial least squares structural equation modeling (PLS-SEM) (Third edition). SAGE Publications, Incorporated.
Jakpat. (2023, Mei). Understanding GEN Z Insight Report, Vol. 1. Jakpat. file:///C:/Users/62822/Downloads/PDF%20Report%20Understanding%20Gen%20Z%20Vol.%201%20-%20Jakpat%20Insight%20Report%202023%2037312.pdf
Jameel, A. S., Razzaq Jabr AL.Majidi, A., Saad, M. A., Salim Azeez, O., & Thabit, T. H. (2023). The role of service convenience, e-satisfaction, and e-repurchase intention among consumer perceptions of online retailers. 2023 26th International Conference on Computer and Information Technology (ICCIT), 1–6. https://doi.org/10.1109/ICCIT60459.2023.10440986
Kementrian Perdagangan RI. (2024). Kemendag Ramal Transaksi E-Commerce di RI Tembus Rp533 Triliun. Dalam Kementrian Perdagangan Republik Indonesia. https://www.kemendag.go.id/berita/pojok-media/kemendag-ramal-transaksi-e-commerce-di-ri-tembus-rp533-triliun
Kotler, P., & Keller, K. L. (2016). Marketing management (Fifteenth edition, Global edition). Pearson.
Kristianto, A. (2025). Nilai Transaksi TikTok Shop di Indonesia Rp101 T, Terbesar ke-2. Dalam Bloomberg Technoz. https://www.bloombergtechnoz.com/detail-news/82675/nilai-transaksi-tiktok-shop-di-indonesia-rp101-t-terbesar-ke-2
Lee, M., & Ha, K. (2023). The Influence of Service Quality Factors of Food Material E-commerce Platform Business on Repurchase Intention: Focused on Mediating effect of the Reliability. The Korean Career, Entrepreneurship & Business Association, 7(5), 15–28. https://doi.org/10.48206/kceba.2023.7.5.15
Llanos, G., Guiñez-Cabrera, N., Mansilla-Obando, K., Gómez-Sotta, E., Buchuk, P., Altamirano, M., & Alviz, M. (2023). Collaborative Consumption in an Emerging Market: What Motivates Consumers to Adopt It under Economic and Political Uncertainty? Sustainability, 15(21), 15482. https://doi.org/10.3390/su152115482
Loh, Z., & Hassan, S. H. (2022). Consumers’ attitudes, perceived risks and perceived benefits towards repurchase intention of food truck products. British Food Journal, 124(4), 1314–1332. https://doi.org/10.1108/BFJ-03-2021-0216
Ly, B. (2025). Understanding customer loyalty in digital services: Insights from food delivery in emerging markets. Journal of Innovation and Entrepreneurship, 14(1), 77. https://doi.org/10.1186/s13731-025-00552-2
Mahadin, B., Akroush, M. N., & Bata, H. (2020). The effects of tourism websites’ attributes on e-satisfaction and e-loyalty: A case of American travellers’ to Jordan. International Journal of Web Based Communities, 16(1), 4. https://doi.org/10.1504/IJWBC.2020.105124
Mehrabian, A., & Russell, J. A. (1974). An approach to environmental psychology. MIT Press.
Miao, M., Jalees, T., Zaman, S. I., Khan, S., Hanif, N.-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
Natasha, M. E., Yolanda, S. A., Magfirroh, V. S., Adam, M. K., & Yuniarty. (2023). Factor Analysis of Customer Satisfaction Towards Repurchase Intentions In Online Shopping For Daily Necessities on E-Commerce Sites. 2023 8th International Conference on Business and Industrial Research (ICBIR), 067–072. https://doi.org/10.1109/ICBIR57571.2023.10147469
Ng, K. S. P., Zhang, J., Wong, J. W. C., & Luo, K. K. (2023). Internal factors, external factors and behavioral intention toward food delivery apps (FDAs). British Food Journal, 125(8), 2970–2987. https://doi.org/10.1108/BFJ-07-2022-0586
Patrada, R., & Andajani, E. (2021). Effect and Consequence e-Customer Satisfaction for e-Commerce Users. IPTEK Journal of Proceedings Series, 0(1), 219. https://doi.org/10.12962/j23546026.y2020i1.8491
Ringle, Christian M., Sarstedt, M., Mitchell, R., & Gudergan, S. P. (2020). Partial least squares structural equation modeling in HRM research. The International Journal of Human Resource Management, 31(12), 27. https://doi.org/10.1080/09585192.2017.1416655
Saha, S. K., Duarte, P., Silva, S. C., & Zhuang, G. (2021). Supporting sustainability by promoting online purchase through enhancement of online convenience. Environment, Development and Sustainability, 23(5), 7251–7272. https://doi.org/10.1007/s10668-020-00915-7
Sari Handayani, R., Gizka Alysah Diva, Eko Nur Hermansyah, & Ari Siswati. (2025). Transformasi Digital E-Commerce di Era Post-Pandemic: Analisis Tren dan Dampak pada Perilaku Konsumen Indonesia. Jurnal Informatika dan Kesehatan, 2(2), 108–117. https://doi.org/10.35473/ikn.v2i2.3704
Setiawati, D., Wiyadi, Soepatini, & Nasir, M. (2024). The Influence of Reputation, Information Quality, and Product Quality on Repurchase Intention on the Oriflame Platform Mediated by Satisfaction. Asian Journal of Research in Business and Management, 6(1). https://doi.org/10.55057/ajrbm.2024.6.1.11
Sugiyono. (2021). Metode penelitian kuantitatif, kualitatif, dan R&D (3 ed.). Alfabeta.
Tian, H., Siddik, A. B., & Masukujjaman, M. (2022). Factors Affecting the Repurchase Intention of Organic Tea among Millennial Consumers: An Empirical Study. Behavioral Sciences, 12(2), 50. https://doi.org/10.3390/bs12020050
Untari, P. H. (2025). idEA Ungkap Faktor Pendorong Pola Belanja Masyarakat Beralih ke Online. https://ekonomi.bisnis.com/read/20250806/12/1899804/idea-ungkap-faktor-pendorong-pola-belanja-masyarakat-beralih-ke-online?utm_source=chatgpt.com#goog_rewarded
Utami, H. N., Elfa, M. O. J., Wiyono, S. N., Sari, D. N., & Perdana, T. (2025). Sustaining Consumer Excitement: The Role of Online Customer Experience and Engagement in Shaping Behavioural Intentions in Food Social Commerce. Sustainability, 17(17), 8061. https://doi.org/10.3390/su17178061
We are Social. (2024). Digital 2024 Indonesia. We Are Social. https://wearesocial.com/id/wp-content/uploads/sites/19/2024/02/Digital_2024_Indonesia.pdf
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2017). Services marketing: Integrating customer focus across the firm (Seventh edition). McGraw-Hill Education.
Zhang, X., & Zhao, C. (2023). Resale value guaranteed strategy, information sharing and electric vehicles adoption. Annals of Operations Research, 329(1–2), 603–617. https://doi.org/10.1007/s10479-020-03901-4
DOI: https://doi.org/10.17509/manajerial.v25i1.98826
Refbacks
- There are currently no refbacks.
Copyright (c) 2026 Universitas Pendidikan Indonesia (UPI)
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Jurnal Manajerial is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
View My Stats