Pengaruh Social Media Marketing dan E-Service Quality Terhadap Customer Satisfaction pada Repeat Order Intention di PT.RockerTech Lampung

Iskandar, Muhammad Ghany and Yusendra, M.Ariza Eka (2026) Pengaruh Social Media Marketing dan E-Service Quality Terhadap Customer Satisfaction pada Repeat Order Intention di PT.RockerTech Lampung. Skripsi thesis, Institut Informatika dan Bisnis Darmajaya.

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Abstract

This study aims to examine the effect of Social Media Marketing and E- Service Quality on Customer Satisfaction and Repeat Order Intention at PT. RockerTech Lampung. This research employed a quantitative approach using the SEM-PLS method. The population consisted of PT. RockerTech Lampung customers, with a total sample of 138 respondents selected through purposive sampling. The results showed that Social Media Marketing and E-Service Quality had a positive and significant effect on Customer Satisfaction. Furthermore, Customer Satisfaction also had a positive and significant effect on Repeat Order Intention. The findings indicated that Customer Satisfaction acts as a strong mediating variable between Social Media Marketing and E-Service Quality toward Repeat Order Intention. Therefore, enhancing digital marketing strategies and improving electronic service quality can strengthen customer satisfaction, which in turn increases loyalty and repeat purchase intention. Practically, this study highlights the importance of optimizing social media content, improving the speed and responsiveness of digital services, and continuously managing customer satisfaction as key strategies for maintaining consumer loyalty in the digital era. Keywords: Social Media Marketing, E-Service Quality, Customer Satisfaction, Repeat Order Intention, PT. RockerTech Lampung

Item Type: Thesis (Skripsi)
Subjects: 300 Ilmu Ilmu Sosial > 330 Ilmu Ekonomi
eSkripsi
Divisions: Skripsi/TA & PKPM/KP - Fakultas Ekonomi Bisnis > Bisnis Digital
Depositing User: Muhammad Ghany Iskandar
Date Deposited: 10 Feb 2026 06:58
Last Modified: 10 Feb 2026 06:58
URI: http://repo.darmajaya.ac.id/id/eprint/23665

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