Repurchase Intention of Provincial Government of the Special Capital Region of Jakarta Employees in Food and Beverage Transactions on the E-Order Application

Utami Indira Sari; Usep Suhud; Agung Wahyu Handaru

doi:10.63922/ijebir.v5i04.4932

Utami Indira Sari Master of Management Program, Faculty of Economics and Business, Universitas Negeri Jakarta.
Usep Suhud Master of Management Program, Faculty of Economics and Business, Universitas Negeri Jakarta.
Agung Wahyu Handaru Master of Management Program, Faculty of Economics and Business, Universitas Negeri Jakarta.

DOI: https://doi.org/10.63922/ijebir.v5i04.4932

Keywords: Repurchase Intention, Product Quality, Service Quality, Customer Satisfaction

Abstract

This study examines the influence of product quality and service quality on customer satisfaction and repurchase intention among government employees who transact food and beverage orders through the e-order platform managed by the Provincial Government of the Special Capital Region (DKI) of Jakarta. Using a quantitative survey design, data were collected from 385 civil servants who had transacted with the same food and beverage provider at least three times through e-order, selected via purposive sampling and analyzed with Structural Equation Modeling (SEM) in AMOS 31. The measurement model met the recommended validity, reliability, and goodness-of-fit criteria. The structural model shows that product quality and service quality each have a positive and significant effect on customer satisfaction and on repurchase intention, and that customer satisfaction positively and significantly affects repurchase intention. However, bootstrapping analysis indicates that customer satisfaction does not significantly mediate the effect of either product quality or service quality on repurchase intention, suggesting that these direct paths dominate the model. The findings offer practical implications for local government procurement policy and for small food and beverage vendors seeking sustained participation in digital public procurement.

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