The Role of Trust Mediates the Effect of Customer satisfaction on Repurchase Intention (Study on Consumer Chatime) in Denpasar City

ABSTRACT: Thepurpose of this study is to explain the role of trust in mediating the effect of customersatisfaction on repurchase intentions. The study was conducted in Denpasar with a total sample of 60respondents who had made purchases on Chatime products. The sample is determined using the non-probabilitysampling method with a purposive sampling technique. Data collection method is to conduct a survey using aquestionnaire as a research instrument. Data analysis techniques used are path analysis (path analysis) andmultiple tests. The results showed that all hypotheses were accepted. Customer satisfaction has a positive andsignificant effect on repurchase intentions, customer satisfaction has a direct effect on trust, trust has a directinfluence on repurchase intentions and trust mediates the effect of customer satisfaction on repurchaseintentions.

Keywords:customer satisfaction, trust, repurchase intention