Issue

Vol. 13 No. 3 (2026): December

Date Log

Submitted
2 July 2026
Accepted
15 October 2026
Published
22 October 2026

Copyright (c) 2026 Agus Supandi Soegoto, Maryam Mangantar, Deasy Soeikromo, Andini (Author)

Creative Commons License

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

https://doi.org/10.24252/minds.v13i3.69946
Agus Supandi Soegoto
Universitas Sam Ratulangi, Indonesia
Maryam Mangantar
Universitas Sam Ratulangi, Indonesia
Deasy Soeikromo
Universitas Sam Ratulangi, Indonesia
https://orcid.org/0000-0001-8513-2376
Andini
Universitas Sam Ratulangi, Indonesia

Corresponding Author(s) : Agus Supandi Soegoto

[email protected]

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.

Keywords

Product Quality Service Experience Customer Satisfaction Repurchase Intention
Soegoto, A. S., Mangantar, M., Soeikromo, D., & Soegoto, A. P. (2026). Understanding Repurchase Intention in Indonesian Mini-Marts: The Role of Product Quality, Service Experience, and Customer Satisfaction. Jurnal Minds: Manajemen Ide Dan Inspirasi, 13(3), 717–732. https://doi.org/10.24252/minds.v13i3.69946
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