Overview

Original Research

REPURCHASE INTENTION MODEL BASED ON CUSTOMER TRUST: EMPIRICAL STUDY ON HAJJ AND UMRAH ORGANIZING COMPANIES IN BATAM

NYANYANG HARIS PRATAMURA 1, YUDI YULIUS 2, and W. HARRY SUSILO 3.

Vol 20, No 07 ( 2025 )   |  DOI: 10.5281/zenodo.16267647   |   Author Affiliation: Faculty of Economics and Business, Universitas Persada Indonesia Y.A.I, Jakarta 1;2;3.   |   Licensing: CC 4.0   |   Pg no: 83-98   |   Published on: 21-07-2025

Abstract

This study aims to analyze and address research gaps in various previous studies. Furthermore, it was found that Customer Trust, as an intervening variable, does not consistently explain Repurchase Intention. These factors were the reason for conducting this study. This quantitative study employed the Structural Equation Modeling (SEM) analysis method using the LISREL application. The research subjects were umrah pilgrims from eight umrah and hajj organizing companies in Batam, with a population of 789 pilgrims. The results of this study indicate that all exogenous variables significantly influence the endogenous variables. These results are expected to assist management in organizing and maximizing Repurchase Intention through Customer Trust.

Keywords

Electronic Service Quality, Brand Image, Healthcare, Customer Trust, Repurchase Intention.