Impact of Online to Offline (O2O) Commerce Service Quality and Brand Image on Customer Satisfaction and Repeat Purchase Intention

Nowadays, e-commerce has been dominating trade business. Even O2O (online to offline) approach has lately been developed, which enables online order service while pick up can be made offline. The purpose of this research is to discover and analyse if there is any impact of O2O commerce service quality and brand image on customer satisfaction and repeat purchase intention of O2O commerce customers as provided by www.Mataharimall.com. In order to reach the purpose of this research, a research method was developed along with relevant hypotheses, which were analysed using path analysis technique. Data collection was conducted using research instrument in the form of questionnaire, which contains all research variables and indicators. Selected respondents are customers with shopping experience using O2O commerce facility. Sample was taken using purposive sampling technique. Result of hypotheses testing indicated that all hypotheses are accepted.