The mediating role of trust in the effect of guanxi and service quality on repurchase intention

Authors

  • I Putu Agus Wenta Pharamadita Udayana University, Denpasar, Indonesia
  • I Gst. Ayu Kt. Giantari Udayana University, Denpasar, Indonesia
  • Ni Wayan Ekawati Udayana University, Denpasar, Indonesia
  • I Gst. Ngurah Jaya Agung Widagda Udayana University, Denpasar, Indonesia

Keywords:

Repurchase intention, Guanxi, Service Quality, Trust

Abstract

Repurchase intention refers to consumer behavior that arises in response to a particular object, reflecting the consumer's intention to make a repeat purchase. The emergence of issues related to repurchase intention among conventional grocery store customers in Tabanan underscores the importance of this study. The objective of this research is to examine the mediating role of trust in the effect of guanxi and service quality on repurchase intention. This study is grounded in the Stimulus-Organism-Response Theory as the grand theoretical framework. This research was conducted among customers of conventional grocery stores in Tabanan. A non-probability sampling method was applied, specifically purposive sampling, with total 140 respondents. Data collection was carried out through surveys using questionnaires, distributed both offline and online via Google Forms. The data analysis technique utilized in this study is SEM-PLS approach. The analysis results indicate that guanxi has a positive and significant effect on both trust and repurchase intention. Likewise, service quality exerts a positive and significant effect on trust and repurchase intention. Furthermore, trust positively and significantly influences repurchase intention. Trust also plays a partial and significant mediating role in the relationship between both guanxi and service quality with repurchase intention. The findings of this study can be reference to companies to develop more effective marketing strategies that foster customer loyalty and repurchase behavior by emphasizing the importance of guanxi, service quality, and trust in influencing consumer decision-making.

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Published

2025-07-02

How to Cite

Pharamadita, I. P. A. W., Giantari, I. G. A. K., Ekawati, N. W., & Widagda, I. G. N. J. A. (2025). The mediating role of trust in the effect of guanxi and service quality on repurchase intention. International Journal of Economic Perspectives, 19(7), 37–56. Retrieved from https://ijeponline.org/index.php/journal/article/view/1100

Issue

Vol. 19 No. 7 (2025): Online First

Section

Peer Review Articles
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Copyright (c) 2025 I Putu Agus Wenta Pharamadita, I Gst. Ayu Kt. Giantari, Ni Wayan Ekawati, I Gst. Ngurah Jaya Agung Widagda

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