The Influence of Service Quality and Trust on Repurchase Interest in Beauty Clinic Services
Abstract
In the context of beauty clinic services in Surakarta's cosmetics industry, this study examines how service quality and brand image influence consumers' repurchase intentions, and how trust mediates this relationship. This study used a causal quantitative research methodology to investigate the connections between service quality, brand image, customer trust, customer satisfaction, and repurchase intention. The sample consists of 160 participants from Ella Beauty Clinic. Key variables are operationalized in this study, and data analysis is done using SmartPLS SEM (Partial Least Squares Structural Equation Modeling). The findings indicate that customer happiness does not have a direct impact on repurchase intentions, while customer trust has a considerable and favorable effect on repurchase intentions. Service quality has a beneficial effect on both customer happiness and trust, but it does not have a direct impact on repurchase intentions. On the other hand, the perception of a brand greatly impacts the level of satisfaction, trust, and likelihood of making future purchases. Furthermore, the trust serves as an intermediary between the quality of service and the perception of the brand, influencing the likelihood of repeat purchases. In contrast, customer satisfaction does not mediate these effects. This study enhances the comprehension of customer behavior in the cosmetics sector by providing practical insights for improving service quality and establishing consumer trust, which in turn promotes loyalty and repeat purchases. The results highlight the significance of brand image in influencing how consumers perceive and intend to engage with beauty clinics.
Downloads
References
Agustina, N. (2018). Pengaruh Kepuasan Pelanggan Dan Kepercayaan Merek Terhadap Loyalitas Merek Smartphone Samsung. Jurnal Administrasi Bisnis, 1–112.
Ai, Y., Rahman, M. K., Newaz, S., Mamun, A. Al, & Chen, X. (2019). Determinants of patients ’ satisfaction and trust toward healthcare service environment in general practice clinics.
Akoglu, H. E., & Özbek, O. (2022). The effect of brand experiences on brand loyalty through perceived quality and brand trust: a study on sports consumers. Asia Pacific Journal of Marketing and Logistics, 34(10), 2130–2148. https://doi.org/10.1108/APJML-05-2021-0333
Alhammadi, S. M. K., & Alshurideh, M. T. (2023). Factors Affecting Customers’ Happiness: A Systematic Review in the Service Industries BT - Proceedings of the 8th International Conference on Advanced Intelligent Systems and Informatics 2022 (A. E. Hassanien, V. Snášel, M. Tang, T.-W. Sung, & K.-C. Chang (eds.); pp. 510–526). Springer International Publishing.
Amboningtyas, D., & Hasiholan, L. B. (2023). The influence of selebgram as celebrity endorsement and product quality on purchase decisions moderated with brand image. Enrichment : Journal of Management, 13(1), 174–185. https://doi.org/10.35335/enrichment.v13i1.1229
Aminullah, E. (2024). Forecasting of technology innovation and economic growth in Indonesia. Technological Forecasting and Social Change, 202, 123333. https://doi.org/https://doi.org/10.1016/j.techfore.2024.123333
Anbumathi, R., Dorai, S., & Palaniappan, U. (2023). Evaluating the role of technology and non-technology factors influencing brand love in Online Food Delivery services. Journal of Retailing and Consumer Services, 71, 103181. https://doi.org/https://doi.org/10.1016/j.jretconser.2022.103181
Anvari, A. F., Soltani, I., & Rafiee, M. (2016). Providing the Applicable Model of Performance Management with Competencies Oriented. Procedia - Social and Behavioral Sciences, 230(May), 190–197. https://doi.org/10.1016/j.sbspro.2016.09.024
Astir Aulia Matondang, T., Batubara, C., & Bi Rahmadi, N. A. (2023). Pathway Analysis of the Influence of Islamic Quality of Service, Location, Price, and Quality of Products Labeled Halal on Customer Loyalty through Customer Satisfaction of Wardah Cosmetics on Customers in North Sumatra. Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE), 6(3), 1343-1366. Retrieved from https://e-journal.uac.ac.id/index.php/iijse/article/view/3816
Ayu, A. R. P. (2016). Pengaruh Kepuasan Pelanggan, Nilai yang Dirasakan, dan Kualitas Hubungan terhadap Keterikatan Pelanggan Best Western Papilio Surabaya di Era New Normall. 1–23.
Baldus, B. J., Voorhees, C., & Calantone, R. (2015). Online brand community engagement: Scale development and validation. Journal of Business Research, 68(5), 978–985. https://doi.org/https://doi.org/10.1016/j.jbusres.2014.09.035
Bambauer-Sachse, S., & Mangold, S. (2011). Brand equity dilution through negative online word-of-mouth communication. Journal of Retailing and Consumer Services, 18(1), 38–45. https://doi.org/https://doi.org/10.1016/j.jretconser.2010.09.003
Bom, S., Jorge, J., Ribeiro, H. M., & Marto, J. (2019). A step forward on sustainability in the cosmetics industry: A review. Journal of Cleaner Production, 225, 270–290. https://doi.org/https://doi.org/10.1016/j.jclepro.2019.03.255
Cao, Y., Ajjan, H., & Hong, P. (2018). Post-purchase shipping and customer service experiences in online shopping and their impact on customer satisfaction: An empirical study with comparison. Asia Pacific Journal of Marketing and Logistics, 30(2), 400–416. https://doi.org/10.1108/APJML-04-2017-0071
Chang, W.-J., Liao, S.-H., Chung, Y.-C., & Chen, H.-P. (2020). Service quality, experiential value and repurchase intention for medical cosmetology clinic: moderating effect of Generation. Total Quality Management & Business Excellence, 31(9–10), 1077–1097. https://doi.org/10.1080/14783363.2018.1463156
Dam, S. M., & Dam, T. C. (2021). Relationships between Service Quality, Brand Image, Customer Satisfaction, and Customer Loyalty. Journal of Asian Finance, Economics and Business, 8(3), 585–593. https://doi.org/10.13106/jafeb.2021.vol8.no3.0585
Ebrahim, R., Ghoneim, A., Irani, Z., & Fan, Y. (2016). A brand preference and repurchase intention model: the role of consumer experience. Journal of Marketing Management, 32(13–14), 1230–1259. https://doi.org/10.1080/0267257X.2016.1150322
Fared, M. A., Darmawan, D., & Khairi, M. (2021). Contribution of E-Service Quality To Repurchase Intention With Mediation of Customer Satisfaction: Study of Online Shopping Through Marketplace. Journal of Marketing and Business Research, 1(2), 93–106. https://doi.org/10.56348/mark.v1i2.37
Fatima, T., Malik, S. A., & Shabbir, A. (2018). Hospital healthcare service quality, patient satisfaction and loyalty: An investigation in context of private healthcare systems. International Journal of Quality and Reliability Management, 35(6), 1195–1214. https://doi.org/10.1108/IJQRM-02-2017-0031
Fattahi, M., Farzin, M., Sadeghi, M., & Makvandi, R. (2022). Patient engagement behaviors in hospitals: the role of word of mouth and patient helping behaviors. International Journal of Pharmaceutical and Healthcare Marketing, 16(4), 606–623. https://doi.org/10.1108/IJPHM-01-2020-0003
Ginting, Y. M., Chandra, T., Miran, I., & Yusriadi, Y. (2023). Repurchase intention of e-commerce customers in Indonesia: An overview of the effect of e-service quality, e-word of mouth, customer trust, and customer satisfaction mediation. International Journal of Data and Network Science, 7(1), 329–340. https://doi.org/10.5267/j.ijdns.2022.10.001
Golalizadeh, F., Ranjbarian, B., & Ansari, A. (2023). Impact of customer’s emotions on online purchase intention and impulsive buying of luxury cosmetic products mediated by perceived service quality. Journal of Global Fashion Marketing, 14(4), 468–488. https://doi.org/10.1080/20932685.2023.2205869
Hennig-Thurau, T., & Hansen, U. (2000). Relationship Marketing — Some Reflections on the State-of-the-Art of the Relational Concept. Relationship Marketing, 3–27. https://doi.org/10.1007/978-3-662-09745-8_1
Huang, C.-C. (2022). Aging consumers and their brands: the customer journey perspective. Asia Pacific Journal of Marketing and Logistics, 34(1), 31–59. https://doi.org/10.1108/APJML-10-2021-0733
Huang, P.-L., Lee, B. C. Y., & Chen, C.-C. (2019). The influence of service quality on customer satisfaction and loyalty in B2B technology service industry. Total Quality Management & Business Excellence, 30(13–14), 1449–1465. https://doi.org/10.1080/14783363.2017.1372184
Hwang, J. K., Kim, E., & Lee, S. (2021). Impact of Susceptibility to Global Consumer Culture on Commitment and Loyalty in Botanic Cosmetic Brands. 1–23.
Iranmanesh, M. (2019). Flight anxiety : investigating the role of airline service quality and flight crew ’ s competence. June. https://doi.org/10.1080/10941665.2019.1630457
Ismail, I. J. (2022). I trust friends before I trust companies: The mediation of WOM and brand love on psychological contract fulfilment and repurchase intention of WOM and brand love on psychological contract fulfilment and repurchase intention. Management Matters, 19(2), 167–186. https://doi.org/10.1108/MANM-02-2022-0033
Izza, D. W., & Zavira, S. (2020). Perlindungan Hukum Bagi Konsumen Klinik Kecantikan Atas Penggunaan Kosmetik Racikan Dokter. Perspektif, 25(2), 107. https://doi.org/10.30742/perspektif.v25i2.778
Jasin, M., & Firmansyah, A. (2023). The role of service quality and marketing mix on customer satisfaction and repurchase intention of SMEs products. Uncertain Supply Chain Management, 11(1), 383–390. https://doi.org/10.5267/j.uscm.2022.9.004
Jatiyananda, C., Nurittamont, W., & Phayaphrom, B. (2022). Understanding the Social Media Marketing Activities Influence on Revisit Intention in Beauty Clinics: The Case Study in Bangkok, Thailand. Ssrn, February. https://doi.org/10.14456/aamr.2021.4
Kaul, S., Gulati, N., Verma, D., Mukherjee, S., & Nagaich, U. (2018). Role of Nanotechnology in Cosmeceuticals: A Review of Recent Advances. Journal of Pharmaceutics, 2018, 1–19. https://doi.org/10.1155/2018/3420204
Kim, K.-H., Hwangbo, G., & Kim, S.-G. (2015). The effect of weight-bearing exercise and non-weight-bearing exercise on gait in rats with sciatic nerve crush injury. Journal of Physical Therapy Science, 27(4), 1177–1179. https://doi.org/10.1589/jpts.27.1177
Kirillova, K., & Chan, J. (2018). “What is beautiful we book”: hotel visual appeal and expected service quality. International Journal of Contemporary Hospitality Management, 30(3), 1788–1807. https://doi.org/10.1108/IJCHM-07-2017-0408
Kuswibowo, C. (2022). THE EFFECT OF SERVICE QUALITY AND CUSTOMER VALUE ON CUSTOMER SATISFACTION AT CELEBRITY FITNESS MARGO CITY. 8(2), 313–323.
Ladhari, R., Souiden, N., & Dufour, B. (2017). The role of emotions in utilitarian service settings: The effects of emotional satisfaction on product perception and behavioral intentions. Journal of Retailing and Consumer Services, 34, 10–18. https://doi.org/https://doi.org/10.1016/j.jretconser.2016.09.005
Lee, D. (2018). Strategies for technology-driven service encounters for patient experience satisfaction in hospitals. Technological Forecasting and Social Change, 137, 118–127. https://doi.org/https://doi.org/10.1016/j.techfore.2018.06.050
Li, Y., Zhang, C., & Laroche, M. (2019). Is beauty a premium? A study of the physical attractiveness effect in service encounters. Journal of Retailing and Consumer Services, 50(September 2018), 215–225. https://doi.org/10.1016/j.jretconser.2019.04.016
Lin, L., & Lu, C. (2010). The influence of corporate image, relationship marketing, and trust on purchase intention: the moderating effects of word‐of‐mouth. Tourism Review, 65(3), 16–34. https://doi.org/10.1108/16605371011083503
Meesala, A., & Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services, 40(October 2015), 261–269. https://doi.org/10.1016/j.jretconser.2016.10.011
Mensah, I., & Mensah, R. D. (2018). Effects of Service Quality and Customer Satisfaction on Repurchase Intention in Restaurants on University of Cape Coast Campus Urban Tourism and Sustainable development in Ghana View project Effects of Service Quality and Customer Satisfaction on Repurcha. Journal of Tourism, Heritage & Services Marketing, 4(1), 27–36.
Miao, M., Jalees, T., Zaman, S. I., Khan, S., Hanif, N.-A., & Javed, M. K. (2022). The influence of e-customer satisfaction, e-trust and perceived value on consumer’s repurchase intention in B2C e-commerce segment. Asia Pacific Journal of Marketing and Logistics, 34(10), 2184–2206. https://doi.org/10.1108/APJML-03-2021-0221
Moslehpour, M., Wong, W.-K., Pham, K. Van, & Aulia, C. K. (2017). Repurchase intention of Korean beauty products among Taiwanese consumers. Asia Pacific Journal of Marketing and Logistics, 29(3), 569–588. https://doi.org/10.1108/APJML-06-2016-0106
Nguyen. (2021). An Empirical Study of Customers’ Satisfaction and Repurchase Intention on Online Shopping in Vietnam. Journal of Asian Finance, Economics and Business, 8(1), 971–983. https://doi.org/10.13106/jafeb.2021.vol8.no1.971
Nim, D., Jaggi, S., & Singh, G. (2022). Role of brand experience, brand trust and brand love in assessing brand loyalty: a study of fashion jewellery brands among women. International Journal of Internet Marketing and Advertising, 17(1–2), 200–216. https://doi.org/10.1504/IJIMA.2022.125147
Nurittamont, C., & Phayaphrom, W. (2021). Understanding the Social Media Marketing Activities Influence on Revisit Intention in Beauty Clinics: The Case Study in. Asian Administration and Management Review, 4(2), 31. https://doi.org/10.14456/aamr.2021.4
Nuseir, M. T., El-refae, G. A., & Aljumah, A. (2021). The e-Learning of Students and University ’ s Brand Image ( Post COVID-19 ): How Successfully Al-Ain University Have Embraced the Paradigm Shift in The e-Learning of Students and University ’ s Brand Image ( Post COVID-19 ): How Successfully Al-Ain University Have Embraced the Paradigm (Issue May). Springer International Publishing. https://doi.org/10.1007/978-3-030-67151-8
Parasuraman. (1988). Servqual: A Multiple-Item Scale For Measuring Consumer Perc.
Rahman, M. K., Newaz, M. S., Hemmati, M., & Mallick, S. M. Y. (2021). Analyzing health-care service environment with Malaysian general practice clinics. Health Education, 121(3), 246–264. https://doi.org/10.1108/HE-10-2020-0106
Saini, S., & Singh, J. (2020). A Link Between Attitudinal and Behavioral Loyalty of Service Customers. Business Perspectives and Research, 8(2), 205–215. https://doi.org/10.1177/2278533719887452
Saleem, M. A., Zahra, S., & Yaseen, A. (2017). Impact of service quality and trust on repurchase intentions – the case of Pakistan airline industry. Asia Pacific Journal of Marketing and Logistics, 29(5), 1136–1159. https://doi.org/10.1108/APJML-10-2016-0192
Sharot, T. (2021). HOW PEOPLE DECIDE WHAT THEY WANT TO KNOW. Физиология Человека, 47(4), 124–134. https://doi.org/10.31857/s013116462104007x
Shie, A., Huang, Y., Li, G., Lyu, W., Yang, M., & Dai, Y. (2022). Exploring the Relationship Between Hospital Service Quality , Patient Trust , and Loyalty From a Service Encounter Perspective in Elderly With Chronic Diseases. 10(May). https://doi.org/10.3389/fpubh.2022.876266
Suhail, P., & Srinivasulu, Y. (2021). Perception of service quality, satisfaction, and behavioral intentions in Ayurveda healthcare. Journal of Ayurveda and Integrative Medicine, 12(1), 93–101. https://doi.org/https://doi.org/10.1016/j.jaim.2020.10.011
Swain, S., & Kar, N. C. (2018). Hospital service quality as antecedent of patient satisfaction – a conceptual framework. International Journal of Pharmaceutical and Healthcare Marketing, 12(3), 251–269. https://doi.org/10.1108/IJPHM-06-2016-0028
Tagod, M., Adeleke, A. Q., & Moshood, T. D. (2021). Coercive pressure as a moderator of organizational structure and risk management: Empirical evidence from Malaysian construction industry. Journal of Safety Research, 77, 139–150. https://doi.org/https://doi.org/10.1016/j.jsr.2021.02.011
Thi, V., Chi, M., Paramita, W., Ha, T., & Quan, M. (2022). Does Customer Experience Always Benefit Company ? Examining Customers ’ Epistemic Motivation and Interaction With Service Contexts. https://doi.org/10.1177/1839334921998867
Toha, M., & Supriyanto. (2023). Factors Influencing The Consumer Research Process: Market Target, Purchasing Behavior and Market Demand (Literature Review Of Consumer Behavior). Danadyaksa: Post Modern Economy Journal, 1(1), 1–17. https://e-journal.bustanul-ulum.id/index.php/danadyaksa/article/view/5
Umashankar, N., Bhagwat, Y., & Kumar, V. (2017). Do loyal customers really pay more for services? Journal of the Academy of Marketing Science, 45(6), 807–826. https://doi.org/10.1007/s11747-016-0491-8
Villena, F. (2019). Export Performance of SMEs : An Empirical Analysis of the Mediating Role of Corporate Image Export Performance of SMEs : An Empirical Analysis of the Mediating Role of Corporate Image. 2778. https://doi.org/10.1111/jsbm.12337
Violin, V., Mahfudnurnajamuddin, Hasan, S., & Sufri, M. (2021). Pengaruh Konsep Low-Cost Carrier dan Kualitas Layanan terhadap Kepuasan dan Loyalitas Pelanggan pada Maskapai Lion Airlines di Indonesia. Journal of Management Science ( JMS ), 2(3), 26–36.
Vogus, T. J., & McClelland, L. E. (2016). When the customer is the patient: Lessons from healthcare research on patient satisfaction and service quality ratings. Human Resource Management Review, 26(1), 37–49. https://doi.org/10.1016/j.hrmr.2015.09.005
Wang, S. W., Ngamsiriudom, W., & Hsieh, C.-H. (2015). Trust disposition, trust antecedents, trust, and behavioral intention. The Service Industries Journal, 35(10), 555–572. https://doi.org/10.1080/02642069.2015.1047827
Weiss, D. J., Nelson, A., Vargas-Ruiz, C. A., Gligorić, K., Bavadekar, S., Gabrilovich, E., Bertozzi-Villa, A., Rozier, J., Gibson, H. S., Shekel, T., Kamath, C., Lieber, A., Schulman, K., Shao, Y., Qarkaxhija, V., Nandi, A. K., Keddie, S. H., Rumisha, S., Amratia, P., … Gething, P. W. (2020). Global maps of travel time to healthcare facilities. Nature Medicine, 26(12), 1835–1838. https://doi.org/10.1038/s41591-020-1059-1
Whitten, M. J. (2020). CUNY Academic Works Shadow Standards and the Logic of Costs : Care , Stewardship , and Data in U . S . Community Health How does access to this work benefit you ? Let us know !
Widyowati, P. H., Antonio, F., & Andy, A. (2023). Linking Patient Experience to Customer Delight in the Private Laboratory Service. Administrative Sciences, 13(3). https://doi.org/10.3390/admsci13030071
Wu, H., Deng, Z., Wang, B., & Wu, T. (2020). Online service qualities in the multistage process and patients’ compliments: A transaction cycle perspective. Information & Management, 57(5), 103230. https://doi.org/https://doi.org/10.1016/j.im.2019.103230
Yanuar, T., Syah, R., Olivia, D., Image, B., & Quality, E. (2022). Enhancing Patronage Intention on Online Fashion Industry in Indonesia : The Role of Value Co- Creation , Brand Image , and E-Service Quality Enhancing Patronage Intention on Online Fashion Industry in Indonesia : The Role of Value. Cogent Business & Management, 9(1). https://doi.org/10.1080/23311975.2022.2065790
Yeo, B. L., Mohamed, R. H. N., & Muda, M. (2016). A Study of Malaysian Customers Purchase Motivation of Halal Cosmetics Retail Products: Examining Theory of Consumption Value and Customer Satisfaction. Procedia Economics and Finance, 37, 176–182. https://doi.org/https://doi.org/10.1016/S2212-5671(16)30110-1
Zhou, G., Gu, Y., Wu, Y., Gong, Y., Mu, X., Han, H., & Chang, T. (2020). A systematic review of the deposit-refund system for beverage packaging: Operating mode, key parameter and development trend. Journal of Cleaner Production, 251, 119660. https://doi.org/https://doi.org/10.1016/j.jclepro.2019.119660
Zizzo, K., & Xu, Y. (2008). Nurses on the Move: Migration and the Global Health Care Economy. Home Health Care Management and Practice, 20(4), 364–366. https://doi.org/10.1177/1084822307311394
Copyright (c) 2024 Lana Yusria, Imronudin Imronudin, Rini Kuswati
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
