Research Article
Strategic Insights for JNE: Boosting Repurchase Intentions through Service and Return Management
@INPROCEEDINGS{10.4108/eai.14-8-2024.2351609, author={Chairul Anwar and Muhammad Anas Arba’ani and Samsul Arifin}, title={Strategic Insights for JNE: Boosting Repurchase Intentions through Service and Return Management }, proceedings={Proceedings of the 4th International Conference on Business, Accounting, and Economics, ICBAE 2024, 14-15 August 2024, Purwokerto, Indonesia}, publisher={EAI}, proceedings_a={ICBAE}, year={2024}, month={11}, keywords={customer service online return policy delivery time repurchase intention}, doi={10.4108/eai.14-8-2024.2351609} }- Chairul Anwar
Muhammad Anas Arba’ani
Samsul Arifin
Year: 2024
Strategic Insights for JNE: Boosting Repurchase Intentions through Service and Return Management
ICBAE
EAI
DOI: 10.4108/eai.14-8-2024.2351609
Abstract
This research analyzes the influence of customer service, online returns policy, and delivery time on the repurchase intentions of JNE customers in Jepara. Using quantitative methods and a sample of 97 respondents, questions were used to gather data, which was then subjected to multiple linear regression analysis. The findings indicate that while delivery time has no discernible impact on repurchase intention, customer service and online return policies do. An adjusted R2 of 35.9% indicates that the majority of the variation in customers' intentions to repurchase is explained by the independent factors. These findings provide important insights for improving logistics service strategies.
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