Pengaruh Service Quality Dan Brand Trust Terhadap Repurchase Intention Pada Produk Smartphone

Abstract

The purpose of this study was to examine the effect of service quality and brand trust on
repurchase intention on smartphone products. This study uses a survey method with a
questionnaire as a data collection tool. The sample of this study were 91 smartphone consumers
who have bought and used Samsung, Oppo, Vivo, or Xiaomi brand smartphone products. The
results showed that service quality and brand trust have a positive and significant effect on
repurchase intention. Service quality has a greater influence than brand trust on repurchase
intention. The managerial implication of this study is that smartphone manufacturers or sellers
must improve their service quality, both in terms of products, processes, and outcomes, in order
to maintain consumer loyalty and face intence competition in the smartphone markrt