Glorya, Alexandra Dentang and Listyorini, Sari (2025) THE INFLUENCE OF CUSTOMER PERCEIVED VALUE AND CUSTOMER SATISFACTION ON REPURCHASE INTENTION (A STUDY OF CUSTOMER PT. MATAHARI DEPARTMENT STORE TBK ON SHOPEE). Undergraduate thesis, FAKULTAS ILMU SOSIAL DAN ILMU POLITIK UNIVERSITAS DIPONEGORO.

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Abstract

This study examines the disparity between offline and online sales performance at
PT. Matahari Department Store Tbk, where most revenue is still driven by offline
channels. Online platforms, particularly Shopee, contribute significantly less,
suggesting issues related to customer perceived value, satisfaction, and repurchase
intention. The research investigates how perceived value and customer satisfaction
influence repurchase intention among Matahari’s Shopee customers.
A quantitative explanatory method was used, with data collected from 100
respondents and analyzed through SEM-PLS using SmartPLS 4.0. The results show
that perceived value has a significant positive effect on both customer satisfaction
and repurchase intention. Customer satisfaction also positively influences
repurchase intention and acts as a mediating variable between perceived value and
repurchase behavior. These findings confirm all proposed hypotheses.
The study highlights the importance of delivering strong perceived value and high
satisfaction to encourage customer loyalty and repeat purchases. To improve online
sales, Matahari should align promotional content with product quality, enhance
design innovation, maintain consistent product standards, improve online customer
service responsiveness, and refresh product offerings regularly on e-commerce
platforms.
Keyword : Perceived Value, Customer Satisfaction, Repurchase Intention
102 Administrasi Bisnis 2025

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