The mediating role of customer satisfaction and engagement in the relationship between customer experience and repurchase intention

Authors

  • Nyoman Candra Tri Wahyuni Udayana University, Denpasar, Indonesia
  • I Gst. A. Kt. Gd. Suasana Udayana University, Denpasar, Indonesia
  • I Gst Ayu Kt. Giantari Udayana University, Denpasar, Indonesia
  • I Putu Gde Sukaatmadja Udayana University, Denpasar, Indonesia

Keywords:

Customer Satisfaction, Customer Engagement, Customer Experience, SEM-PLS, Repurchase Intention

Abstract

The coffee business in Indonesia has become increasingly competitive, especially in Denpasar, Bali, where coffee shops are growing rapidly. One of the key players in this industry is Fore Coffee, which has established several outlets across Denpasar. Despite offering innovative concepts and a variety of products, Fore Coffee is facing challenges such as declining revenue and reduced customer loyalty. This study aims to analyze the influence of customer experience on repurchase intention, with customer satisfaction and customer engagement acting as mediating variables. This research adopts a quantitative associative approach, using a survey method involving 140 Fore Coffee customers in Denpasar. The variables examined include customer experience (sense, feel, think), customer satisfaction (product quality, price, service), customer engagement (enthusiasm, attention, absorption, interaction, identification), and repurchase intention (transactional, preferential, exploratory). Data analysis was carried out using the Partial Least Squares Structural Equation Modeling (PLS-SEM) method to test the validity and reliability of the measurement model, as well as the relationships between variables. The findings reveal that customer experience has a significant and positive effect on customer satisfaction, engagement, and repurchase intention. Furthermore, both satisfaction and engagement also have a significant influence on repurchase intention and partially mediate the effect of customer experience. These results highlight the importance of delivering a consistently positive customer experience to build stronger customer loyalty and encourage repeat purchases. Based on these findings, it is recommended that Fore Coffee focus on strategies that enhance customer experience through responsive service, comfortable store environments, and innovative product offerings. Improving satisfaction can be achieved by monitoring service quality and order processing speed, while customer engagement can be strengthened through interactive digital campaigns that reflect social and environmental values. Such strategies are expected to increase customer loyalty and help Fore Coffee remain competitive in the growing coffee shop market.

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Published

2025-06-13

How to Cite

Wahyuni, N. C. T., Suasana, I. G. A. K. G., Giantari, I. G. A. K., & Sukaatmadja, I. P. G. (2025). The mediating role of customer satisfaction and engagement in the relationship between customer experience and repurchase intention. International Journal of Economic Perspectives, 19(6), 94–119. Retrieved from http://ijeponline.org/index.php/journal/article/view/1086

Issue

Vol. 19 No. 6 (2025)

Section

Peer Review Articles
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