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Copyright (c) 2026 Agus Supandi Soegoto, Maryam Mangantar, Deasy Soeikromo, Andini (Author)
This work is licensed under a Creative Commons Attribution 4.0 International License.
Understanding Repurchase Intention in Indonesian Mini-Marts: The Role of Product Quality, Service Experience, and Customer Satisfaction
Corresponding Author(s) : Agus Supandi Soegoto
Jurnal Minds: Manajemen Ide dan Inspirasi,
Vol. 13 No. 3 (2026): December
Abstract
This study examines the influence of product quality and service experience on repurchase intention through customer satisfaction in Indonesia’s convenience store sector. A quantitative approach was employed using an online survey of 300 purposively selected customers in Manado, Makassar, and Jakarta. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The findings reveal that product quality positively influences customer satisfaction and repurchase intention, while customer satisfaction positively affects repurchase intention and partially mediates the relationship between product quality and repurchase intention. Conversely, service experience has no significant effect on customer satisfaction or repurchase intention, including its indirect effect through customer satisfaction. These findings highlight the distinct roles of product quality and service experience in shaping consumer purchasing behavior. Retail managers should prioritize consistent product quality and strengthen customer satisfaction to encourage repeat purchases and sustain customer retention.
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- Ali, F., Sener, G., & Alotaibi, S. (2026). Operationalizing smart service experience: Guest engagement, value, memories, and behavioral intentions in hotels. International Journal of Hospitality Management, 134, 104588. https://doi.org/10.1016/j.ijhm.2026.104588
- Amri, S., Ma’ruf, J. J., Tabrani, M., & Darsono, N. (2019). The influence of shopping experience and perceived value toward customer satisfaction and their impacts on customer loyalty at minimarkets in Aceh. International Review of Management and Marketing, 9(4), 87-94
- https://doi.org/10.32479/irmm.7541
- Arli, D., van Esch, P., & Weaven, S. (2024). The impact of servqual on consumers’ satisfaction and intention to use online food delivery services. Journal of Promotion Management, 30(7), 1159-1188. https://doi.org/10.1080/10496491.2024.2372858
- Barari, M., Ross, M., & Surachartkumtonkun, J. (2020). Negative and positive customer shopping experience in an online context. Journal of Retailing and Consumer Services, 53, 101985. https://doi.org/10.1016/j.jretconser.2019.101985
- Bob, F., & Muhamad, D. J. (2019). The effect of product quality and price on buying interest with risk as intervening variables (study on Lazada. com site users. International Journal of Innovation, Creativity and Change. 9(12), 66-78.
- Bose, S., Mukherjee, S.B., Dey, B.K., & Sarkar, B. (2024). Continuous increasing consumer service for multi-item dual-channel retail management. Journal of Retailing and Consumer Services, 81, 103887. https://doi.org/10.1016/j.jretconser.2024.103887
- Chatzoglou, P., Chatzoudes, D., Savvidou, A., Fotiadis, T., & Delias, P. (2022). Factors affecting repurchase intentions in retail shopping: An empirical study. Heliyon, 8(9), e10619. https://doi.org/10.1016/j.heliyon.2022.e10619
- Chen, C.-T. (2024). Atmospherics fosters customer loyalty: Exploring the mediating effects of memorable customer experience and customer satisfaction in factory outlet malls in Taiwan. Journal of Retailing and Consumer Services, 80, 103936. https://doi.org/10.1016/j.jretconser.2024.103936
- Chen, J., Liang, M., & Wei, Y. (2024). The influence of brand innovativeness on consumer purchase intentions towards domestic global brands in emerging markets: Evidence from China. Journal of Consumer Behaviour, 23(3), 1208–1218. https://doi.org/10.1002/cb.2278
- Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193–218. https://doi.org/10.1016/S0022-4359(00)00028-2
- Cook, R. D., & Forzani, L. (2023). On the role of partial least squares in path analysis for the social sciences. Journal of Business Research, 167, 114132. https://doi.org/10.1016/j.jbusres.2023.114132
- De, D. H., & Khoa, B. T. (2026). How customer experience drives repurchase intention in omnichannel retailing: The moderating role of prior omnichannel shopping experience. Journal of Open Innovation: Technology, Market, and Complexity, 12, 100795.
- https://doi.org/10.1016/j.joitmc.2026.100795
- Dehkordi, M. F., & Nasr, A. K. (2025). How perceptions of service failure stability, service recovery justice, and e-service quality affect value co-creation intentions in two-sided e-retail platforms. International Journal of Quality & Service Sciences, 17(3), 355–380. https://doi.org/10.1108/IJQSS-12-2024-0196
- Dirwan, & Latief, F. (2025). Brand trust saturation and image-driven loyalty: evidence from consumer satisfaction pathways. Jurnal Minds: Manajemen Ide dan Inspirasi. 12(2), 845-854. https://doi.org/10.24252/minds.v12i2.61608
- Ge, Y., Yuan, Q., Wang, Y., & Park, K. (2021). The structural relationship among perceived service quality, perceived value, and customer satisfaction—focused on Starbucks Reserve coffee shops in Shanghai, China. Sustainability, 13(15), 8633. https://doi.org/10.3390/su13158633
- Gleim, M.R., McCullough, H., Gabler, C., Ferrell, L., & Ferrell, O.C. (2025). Examining the customer experience in the metaverse retail revolution. Journal of Business Research, 186, 115045 https://doi.org/10.1016/j.jbusres.2024.115045
- Hansen, T. (2003). Intertype competition: specialty food stores competing with supermarkets. Journal of Retailing and Consumer Services, 10(1), 35-49.
- https://doi.org/10.1016/S0969-6989(01)00038-8
- Hair, J.F., Astrachan, C.B., Moisescu, O.I., Radomir L., Sarstedt M., Vaithilingam, S., & Ringle, C.M. (2021). Executing and interpreting applications of PLS-SEM: Updates for family business researchers. Journal of Family Business Strategy, 12(3), 100392.
- https://doi.org/10.1016/j.jfbs.2020.100392
- Harwida, G., & Novilia, E. (2026). The repurchase intention in handcrafted MSMEs: The mediating role of customer satisfaction in the relationship between customer experience and product value. Jurnal Enterpreneur dan Enterpreneurhip, 15(1), 33-50. https://doi.org/10.37715/jee.v15i1.6371
- Heydari, J., & Momeni, B. (2021). Retailers’ coalition and quantity discounts under demand uncertainty. Journal of Retailing and Consumer Services. 61, 102557.
- https://doi.org/10.1016/j.jretconser.2021.102557
- Hossain, Md.A., Akter, S., Yanamandram, V., & Strong, C. (2024). Navigating the platform economy: Crafting a customer analytics capability instrument. Journal of Business Research. 170, 114260. https://doi.org/10.1016/j.jbusres.2023.114260
- Kacen, J. J., Hess, J. D., & Walker, D. (2012). Spontaneous selection: The influence of product and retailing factors on consumer impulse purchases. Journal of Retailing & Consumer Services, 19(6), 578-588. https://doi.org/10.1016/j.jretconser.2012.07.003
- Khoa, B. T., & Huynh, T. T. (2022). How do customer anxiety levels impact relationship marketing in electronic commerce? Cogent Business & Management.
- https://doi.org/10.1080/23311975.2022.2136928
References
Ali, F., Sener, G., & Alotaibi, S. (2026). Operationalizing smart service experience: Guest engagement, value, memories, and behavioral intentions in hotels. International Journal of Hospitality Management, 134, 104588. https://doi.org/10.1016/j.ijhm.2026.104588
Amri, S., Ma’ruf, J. J., Tabrani, M., & Darsono, N. (2019). The influence of shopping experience and perceived value toward customer satisfaction and their impacts on customer loyalty at minimarkets in Aceh. International Review of Management and Marketing, 9(4), 87-94
https://doi.org/10.32479/irmm.7541
Arli, D., van Esch, P., & Weaven, S. (2024). The impact of servqual on consumers’ satisfaction and intention to use online food delivery services. Journal of Promotion Management, 30(7), 1159-1188. https://doi.org/10.1080/10496491.2024.2372858
Barari, M., Ross, M., & Surachartkumtonkun, J. (2020). Negative and positive customer shopping experience in an online context. Journal of Retailing and Consumer Services, 53, 101985. https://doi.org/10.1016/j.jretconser.2019.101985
Bob, F., & Muhamad, D. J. (2019). The effect of product quality and price on buying interest with risk as intervening variables (study on Lazada. com site users. International Journal of Innovation, Creativity and Change. 9(12), 66-78.
Bose, S., Mukherjee, S.B., Dey, B.K., & Sarkar, B. (2024). Continuous increasing consumer service for multi-item dual-channel retail management. Journal of Retailing and Consumer Services, 81, 103887. https://doi.org/10.1016/j.jretconser.2024.103887
Chatzoglou, P., Chatzoudes, D., Savvidou, A., Fotiadis, T., & Delias, P. (2022). Factors affecting repurchase intentions in retail shopping: An empirical study. Heliyon, 8(9), e10619. https://doi.org/10.1016/j.heliyon.2022.e10619
Chen, C.-T. (2024). Atmospherics fosters customer loyalty: Exploring the mediating effects of memorable customer experience and customer satisfaction in factory outlet malls in Taiwan. Journal of Retailing and Consumer Services, 80, 103936. https://doi.org/10.1016/j.jretconser.2024.103936
Chen, J., Liang, M., & Wei, Y. (2024). The influence of brand innovativeness on consumer purchase intentions towards domestic global brands in emerging markets: Evidence from China. Journal of Consumer Behaviour, 23(3), 1208–1218. https://doi.org/10.1002/cb.2278
Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193–218. https://doi.org/10.1016/S0022-4359(00)00028-2
Cook, R. D., & Forzani, L. (2023). On the role of partial least squares in path analysis for the social sciences. Journal of Business Research, 167, 114132. https://doi.org/10.1016/j.jbusres.2023.114132
De, D. H., & Khoa, B. T. (2026). How customer experience drives repurchase intention in omnichannel retailing: The moderating role of prior omnichannel shopping experience. Journal of Open Innovation: Technology, Market, and Complexity, 12, 100795.
https://doi.org/10.1016/j.joitmc.2026.100795
Dehkordi, M. F., & Nasr, A. K. (2025). How perceptions of service failure stability, service recovery justice, and e-service quality affect value co-creation intentions in two-sided e-retail platforms. International Journal of Quality & Service Sciences, 17(3), 355–380. https://doi.org/10.1108/IJQSS-12-2024-0196
Dirwan, & Latief, F. (2025). Brand trust saturation and image-driven loyalty: evidence from consumer satisfaction pathways. Jurnal Minds: Manajemen Ide dan Inspirasi. 12(2), 845-854. https://doi.org/10.24252/minds.v12i2.61608
Ge, Y., Yuan, Q., Wang, Y., & Park, K. (2021). The structural relationship among perceived service quality, perceived value, and customer satisfaction—focused on Starbucks Reserve coffee shops in Shanghai, China. Sustainability, 13(15), 8633. https://doi.org/10.3390/su13158633
Gleim, M.R., McCullough, H., Gabler, C., Ferrell, L., & Ferrell, O.C. (2025). Examining the customer experience in the metaverse retail revolution. Journal of Business Research, 186, 115045 https://doi.org/10.1016/j.jbusres.2024.115045
Hansen, T. (2003). Intertype competition: specialty food stores competing with supermarkets. Journal of Retailing and Consumer Services, 10(1), 35-49.
https://doi.org/10.1016/S0969-6989(01)00038-8
Hair, J.F., Astrachan, C.B., Moisescu, O.I., Radomir L., Sarstedt M., Vaithilingam, S., & Ringle, C.M. (2021). Executing and interpreting applications of PLS-SEM: Updates for family business researchers. Journal of Family Business Strategy, 12(3), 100392.
https://doi.org/10.1016/j.jfbs.2020.100392
Harwida, G., & Novilia, E. (2026). The repurchase intention in handcrafted MSMEs: The mediating role of customer satisfaction in the relationship between customer experience and product value. Jurnal Enterpreneur dan Enterpreneurhip, 15(1), 33-50. https://doi.org/10.37715/jee.v15i1.6371
Heydari, J., & Momeni, B. (2021). Retailers’ coalition and quantity discounts under demand uncertainty. Journal of Retailing and Consumer Services. 61, 102557.
https://doi.org/10.1016/j.jretconser.2021.102557
Hossain, Md.A., Akter, S., Yanamandram, V., & Strong, C. (2024). Navigating the platform economy: Crafting a customer analytics capability instrument. Journal of Business Research. 170, 114260. https://doi.org/10.1016/j.jbusres.2023.114260
Kacen, J. J., Hess, J. D., & Walker, D. (2012). Spontaneous selection: The influence of product and retailing factors on consumer impulse purchases. Journal of Retailing & Consumer Services, 19(6), 578-588. https://doi.org/10.1016/j.jretconser.2012.07.003
Khoa, B. T., & Huynh, T. T. (2022). How do customer anxiety levels impact relationship marketing in electronic commerce? Cogent Business & Management.