Research Article
The Influence of Consumer Complaints, Handling Satisfaction, and Service Quality on Customer Loyalty with Repurchase Interest as Moderating Variables at Fygalery Jakarta Online Store
@INPROCEEDINGS{10.4108/eai.5-10-2022.2325868, author={Indah Kurnia Sari and Dian Mulyaningtyas}, title={The Influence of Consumer Complaints, Handling Satisfaction, and Service Quality on Customer Loyalty with Repurchase Interest as Moderating Variables at Fygalery Jakarta Online Store}, proceedings={Proceedings of the 4th International Conference on Applied Economics and Social Science, ICAESS 2022, 5 October 2022, Batam, Riau Islands, Indonesia}, publisher={EAI}, proceedings_a={ICAESS}, year={2023}, month={1}, keywords={consumer complaints handling satisfaction service quality customer loyalty repurchase interest}, doi={10.4108/eai.5-10-2022.2325868} }- Indah Kurnia Sari
Dian Mulyaningtyas
Year: 2023
The Influence of Consumer Complaints, Handling Satisfaction, and Service Quality on Customer Loyalty with Repurchase Interest as Moderating Variables at Fygalery Jakarta Online Store
ICAESS
EAI
DOI: 10.4108/eai.5-10-2022.2325868
Abstract
Knowing the variables of consumer complaints, handling satisfaction, and service quality that determines whether they affect customer loyalty with repurchase interest as a moderating variable at the Fygalery Jakarta online store is the purpose of this study. The method in this study uses quantitative methods with primary data obtained from questionnaires that have been filled out by 100 respondents. Purposive Sampling is a sampling technique that is used with criteria for buyers at the Fygalery Jakarta online store who have made complaints. Descriptive statistical analysis, classical assumption test, multiple linear regression analysis, and interaction test/MRA are analytical techniques of the study. The results of the study prove that consumer complaints, handling satisfaction, and service quality have a significant effect on customer loyalty, and the variable of repurchase interest moderates and strengthens the relationship between consumer complaints, handling satisfaction, and service quality on customer loyalty.