ABSTRACT
Thesis: “The Influence of Online Innovation, Customer Experience, And Customer Satisfaction on Repurchase Intention (A Study on users of the Tomoro Coffee App in the Madiun Raya Area)”; Yaza Azizah, NIM 21415513, Management Study, Faculty of Economics, Muhammadiyah Ponorogo University.
The rapid development of digital technology has significantly transformed consumer behavior, including in the food and beverage industry. One of the key transformations is the use of digital applications to enhance customer experiences. This study aims to analyze the effect of online innovation, customer experience, and customer satisfaction on repurchase intention among users of the Tomoro Coffee application in the Madiun Raya area. This research employs a quantitative method with a Partial Least Squares–Structural Equation Modeling (PLS-SEM) approach. The study involved 111 respondents, who are active users of the Tomoro Coffee application and have made purchase transactions. Data were collected using a Likert-scale questionnaire and analyzed with SmartPLS 4.1. The findings reveal that online innovation, Customer experience, and customer satisfaction has a positive and significant effect on repurchase intention. This study provides practical implications for Tomoro Coffee management to continuously improve technology-based service innovation while maintaining customer satisfaction and experience to ensure business sustainability in the digital era.
Keywords: Online Innovation; Customer Experience; Customer Satisfaction; Repurchase Intention; Tomoro Coffee