Pengaruh Complain Handling dan Perceived Justice Terhadap Repurchase Intention pada Pengguna Shopee Generasi Z di Jakarta Timur
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Penelitian ini bertujuan untuk menganalisis pengaruh complaint handling dan perceived justice terhadap repurchase intention pengguna Shopee Generasi Z di Jakarta Timur. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei. Data dikumpulkan melalui penyebaran kuesioner kepada 106 responden yang dipilih menggunakan teknik purposive sampling. Data dianalisis menggunakan regresi linear berganda dengan bantuan IBM SPSS Statistics. Sebelum pengujian hipotesis dilakukan, instrumen penelitian telah dinyatakan valid dan reliabel serta memenuhi seluruh persyaratan uji asumsi klasik sehingga model regresi layak digunakan untuk analisis lebih lanjut. Hasil penelitian menunjukkan bahwa complaint handling tidak berpengaruh signifikan secara parsial terhadap repurchase intention. Sebaliknya, perceived justice berpengaruh positif dan signifikan terhadap repurchase intention. Secara simultan, complaint handling dan perceived justice berpengaruh signifikan terhadap repurchase intention pengguna Shopee Generasi Z di Jakarta Timur. Temuan ini menunjukkan bahwa persepsi konsumen mengenai keadilan dalam penyelesaian keluhan lebih berperan dalam mendorong niat pembelian ulang dibandingkan proses penanganan keluhan itu sendiri. Oleh karena itu, Shopee perlu meningkatkan kualitas penyelesaian keluhan melalui penerapan prinsip keadilan, transparansi, respons yang cepat, dan kepuasan pelanggan untuk memperkuat repurchase intention.
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