The Effect of Product Availability and Quality on Repeat Purchases Through Customer Satisfaction

Abstract

This study aims to analyze the effects of product availability and product quality on repurchase intention, mediated by customer satisfaction, at Resto Jank Jank Sengkaling in Malang. A decline in revenue caused by the unavailability of key sauce ingredients and a decline in product quality could potentially reduce customer satisfaction and repurchase decisions. This study employs a quantitative, associative approach. Data were collected from a sample of 110 consumers—those who had made at least two purchases—selected through purposive sampling. Data collection was conducted via a questionnaire and analyzed using Partial Least Squares-Structural Equation Modeling (PLS-SEM) to test both direct and indirect relationships among the variables. The results indicate that product availability and product quality have a positive and significant effect on customer satisfaction and repeat purchases. Customer satisfaction was also found to have a positive and significant effect on repeat purchases. Furthermore, customer satisfaction mediates the effects of product availability and product quality on repeat purchases. These findings suggest that the better a company is at maintaining product availability and improving product quality, the higher the level of customer satisfaction—which ultimately drives an increase in repeat purchases.