The Influence of Brand Trust, Electronic Word of Mouth, Social Media Engagement, And Customer Loyalty on Repurchase Intention of HMNS Perfume at Grand Indonesia and Its Review from An Islamic Perspective

Ika Khoirunnisa; Hilma Suyana

doi:10.58777/mcb.v1i2.497

Authors

Ika Khoirunnisa Universitas Yarsi
Hilma Suyana Faculty of Economics and Business, YARSI University, Jakarta

DOI:

https://doi.org/10.58777/mcb.v1i2.497

Keywords:

Brand Trust, Electronic word of mouth, Social Media Engagement, Customer Loyalty, Repurchase Intention

Abstract

This study aims to analyze and determine the effect of brand trust, electronic word of mouth, social media engagement, and customer loyalty on repurchase intention among HMNS Perfume consumers at Grand Indonesia. The research method used a quantitative approach by distributing questionnaires to HMNS Perfume consumers who had purchased HMNS perfume at Grand Indonesia and visited HMNS social media within a certain period, with a target of 112 respondents. The results of this study indicate that: (1) brand trust does not affect repurchase intention (p-value 0.101). (2) electronic word of mouth does not affect repurchase intention (p- value 0.695). (3) social media engagement has a positive and significant effect on repurchase intention (p-value 0.001). (4) Customer loyalty has a positive and significant effect on repurchase intention (p-value 0.000). (5) Simultaneously, all independent variables have a significant effect on repurchase intention. The results of this study are expected to be a reference for other researchers who are interested in understanding the factors that influence repurchase intention at HMNS Parfum. From an Islamic perspective, when purchasing an item, it is recommended to consider the functionality of the item to be purchased so as not to end up wasting money. Islam explains that brand trust, electronic word-of-mouth information, social media engagement, and customer loyalty must be in accordance with Islamic law, namely honesty.

References

Aggi Panigoro, Agus Rahayu, Vanessa Rahayu (2018) Analysis of E-lifestyle and E-Word of Mouth on Online Repurchase Intention

Ahmed Suhail Ajina (2019) The Role of Social Media Engagement in Influencing Customer Loyalty in the Saudi Banking Industry, International Review of Management and Marketing, 2019, 9(3), 87-92.

Andrian Sulistyono, Jakaria (2022) Analysis of the influence of social media engagement on relationship quality mediated by relationship management equilibrium factors Volume 11. No. 1. Year 2022 eissn 2684-9313 pissn 2088-7485, pp. 53-65

Bruno Schivinski, George Christodoulides, Dariusz Dabrowski (2016) Measuring Consumers’ Engagement with Brand-Related Social-Media Content Development and Validation of a Scale that Identifies Levels of Social-Media Engagement with Brand, Journal of Advertising Research March 2016 DOI: 10.2501/JAR-2016-004

Chinho Lin Watcharee Lekhawipat, (2014), "Factors affecting online repurchase intention", Industrial Management & Data Systems, Vol. 114 Iss 4 pp. 597 – 611

Christina Irene Felita and Edwin Japarianto, S.E., M.M. (2015) Analysis of the influence of customer experience on customer loyalty with customer engagement and customer trust as intervening variables at The Body Shop. Petra Marketing Management Journal Vol. 1, No. 1, (2015) 1-10

Data Tsabitha, Margaretha Pink Berlianto (2022) Factors Affecting Consumer Purchase Decisions Regarding Hmns Perfume Products: The Opportunity of Digital and Technology Disruption

Deru R. Indika and Cindy Jovita (2017) Instagram social media as a promotional tool to increase consumer purchasing interest Applied Business Journal ISSN 2580-4928 Volume 01, Number 01

F Riyanto and J Jamaaluddin (2018) The Role of Startup Entrepreneurs in Advancing the Nation's Economy 3rd Annual Applied Science and Engineering Conference (AASEC 2018)

Faried Fajar, Diah Priharsari, Retno Indah Rokhmawati (2022) The Influence of Reputation and EWOM on Consumer Repurchase Intention E-Commerce Journal of Information Technology and Computer Science Development e- ISSN: 2548-964X Vol. 6, No. 6, June 2022, pp. 3007-3016

Firza Rizqulloh, Tety Elida (2015) The Influence of Service Quality, Word of Mouth, and Customer Loyalty on Repurchase Intention at Bukalapak.Com Scientific Journal of Business Economics Vol.20 No.2

Hasniati, H., Indriasar, D. P., & Sirajuddin, A. (2021). The Influence of Customer-Management and Accounting Research Statistics,1(2), 11–23. https://doi.org/10.59583/mars.v1i2.10

Hatane Samuel, Adi Suryanata Lianto (2014) Analysis of EWOM, brand image, brand trust, and purchasing interest in smartphone products in Surabaya. Journal of Marketing Management, vol. 8, no. 2

Hendy Carol Chrisnathaniel, Sri Hartini, Sari Puji Rahayu (2021) Analysis of Shopee.com Gamification Positive Emotion, & Repurchase Intention (On the Shopee.com Application) Nusantara Journal of Business Management Applications Vol. 6 No.1 Year 2021 E-ISSN: 2528-0929 P-ISSN: 2549-5291

I G. A. Pt. Riana Pramesti Dewi, Ni Wayan Ekawati (2019) The Role of Consumer Satisfaction in Mediating the Influence of Brand Image on Repurchase Intention E-Journal of Management, Vol. 8, No. 5, 2019: 2722-2752

Ida Ayu Putu Dian Savitri, I Made Wardana (2018) The Influence of Brand Image, Product Quality, and Price Perception on Satisfaction and Repurchase Intention E-Journal of Management Unud, Vol. 7, No. 10, 2018: 5748-5782

Isabelle Goyette, Line Ricard, Jasmin Bergeron, François Marticotte (2010) e- WOM Scale: Word-of-Mouth Measurement Scale for e-Services Context, Canadian Journal of Administrative Sciences Revue canadienne des sciences de l’administration 27: 5–23 (2010) Published online in Wiley Interscience (www.interscience.wiley.com). https://doi.org/10.1002/CJAS.129

Izogo, E. E., Mpinganjira, M., Karjaluoto, H., & Liu, H. (2022). Examining the Impact of eWOM-Triggered Customer-to-Customer Interactions on Travelers’ Repurchase and Social Media Engagement. Journal of Travel Research, 61(8), 1872-1894.

Kasman Pandiangan, Masiyono, Yugi Dwi Atmogo (2021) Factors Affecting Brand Equity: Brand Trust, Brand Image, Perceived Quality, & Brand Loyalty, Volume 2, Issue 4, March 2021 EISSN 2686-4924 P-ISSN 2686-5246

Kurnia Illahi Manvi, Retno Maudyana Analysis of Electronic Word of Mouth (E- WOM) in the Attraction of Linggai Park Duo Koto Tanjung Raya Tourism, Agam Regency. Journal of Hospitality and Tourism Edition 4 Volume 2 (2021) ISSN:2621-7791 (online media)

Mashuri, M. (2020). Analysis of Customer Loyalty Dimensions Based on an Islamic Perspective. IQTISHADUNA: Our Economic Scientific Journal,9(1), 54-64. https://doi.org/10.46367/iqtishaduna.v9i1.212

Maria Jesus Yague-Guillen, Jose Luis Munuera-Aleman and Elena Delgado- Ballester (2003) Development and validation of a brand trust scale Source: Int. Journal of Market Research, Vol. 45, No. 1

Marloes van Asperen, Pieter de Rooij & Corné Dijkmans (2017) Engagement-Based Loyalty: The Effects of Social Media Engagement on Customer Loyalty in the Travel Industry, International Journal of Hospitality & Tourism Administration, https://doi.org/10.1080/15256480.2017.1305313

Mitha Fadilla Noor (2014) ofBrand Image and Brand Trust Brand Loyalty of King Thai Tea Bandung, Journal of Management Research. November 2014, Vol. 3, No. 2

ML. Endang Edi Rahaju (2018) The Influence of Advertising Star Characteristics and E-Commerce on Repurchase Interest in Fashion Products in Madiun City, Journal of Economics, Management, and Accounting; ISSN: 2302 - 4747

Mohammad Feizal Firdaus, & Era Agustina Yamini. (2023). The Influence of Brand Equity and Brand Trust on Customer Loyalty to Eiger Brand Sandals. ULIL ALBAB: Multidisciplinary Scientific Journal, 2(3), 1154–1160.

Nana Dyki Dirbawanto, Rr Endang Sutrasmawati (2016) The Influence of Customer Experience and Brand Trust on Customer Loyalty VOL 5 NO 1 (2016): Management Analysis Journal

Nauffal Navarone, Susi Evanita (2019) The Effect of Service Quality and Brand Trust on Repurchase Intention through Customer Satisfaction as a Mediator in Samsung Smartphone Products among Students in Padang City Journal of Management and Entrepreneurship Studies Volume 01 Number 02 2019 ISSN: Online 2655-6499

Novia Indah Lestari, Heni Iswati (2021) The Effect of SME Product Quality and social media on Repurchase Interest with Customer Satisfaction as an Intervening Variable Kurs: Journal of Accounting, Entrepreneurship and Business e-ISSN 2527-8215 Vol. 6 No. 1, June 2021 (24-40)

Novita Sari, Muhammad Saputra, Jamaluddin Husein (2017) The Influence of Electronic Word of Mouth OnlineBukalapak.Com Master of Management Journal, Vol. 03. No.01

Rama Chandra Jaya, Sunu Puguh Hayu Triono (2019) Analysis of the Influence of Social Media Engagement and After Sales Service on the Image of ISSN

Risalatul, Qudwa Nirmala Putri (2021) The Effect of Meal Experience on Repeat Purchase Intention from An Islamic Economics Perspective (A Study of Consumers at Warung Nongkrong Bandar Lampung). Undergraduate thesis, Raden Intan Lampung State Islamic University.

Siti Rohani, M. Hufron, Mohammad Rizal the Influence of Social Media and Celebrity Endorsers on Repurchase Interest with Brand Trust as an Intervening Variable (Case Study of Customers at Ms Glow Aesthetic Clinic Malang) e-Journal of Management Research.

Stanley Muliawan, Drs. Sugiono Sugiarto.M.M. The Influence of Food Quality Repurchase Intention of Sari Roti Products in Surabaya.

Stefanie Adelia (2018) The Influence of Online Promotion on Repurchase Intention with Consumer Perception as Mediation in Online Travel Journal of Marketing Management, Vol. 12, No. 2, 94─100 ISSN 1907-235X / e-ISSN 2597-615X

Thomas Kevin Putra Bawono, Tong; Hartono Subagio Analysis of the Effect of Social Media Marketing Repurchase Intention Through Brand Trust as a Mediating Variable on Instagram Adidas Indonesia in Surabaya.

Trinanda, Trinanda Undergraduate thesis, IAIN KUDUS. The Influence of E- Service Quality, eWOM from an Islamic Perspective, and Sales Promotion during Special Event Days on Impulse Buying by Shopee App Users. (2023)

Y.B Andri (2009) Analysis of the Relationship Between Customer Satisfaction and Customer Loyalty Towards Repeat Purchase Intentions, A Case Study at Bunda Mulia University. Bunda Mulia Business & Management Journal, Vol: 5, No. 1

Yenny Logiawan and Dr. Hartono Subagio, M.M. (2014) Analysis of Customer Value on Customer Loyalty with Customer Satisfaction as an Intervening Variable at Bandar Djakarta Restaurant in Surabaya Petra Marketing Management Journal Vol. 2, No. 1, (2014) 1-11

Zulfi Amandar Pasaribu, Onan Marakali Siregar the Influence of Consumer Trust and E-Payment on Brand Trust among Tokopedia Users among Students in Medan City Vol. 3 No. 1 (2023): Journal of Social Research https://doi.org/10.55324/josr.v1i6.121