DETERMINANTS OF REPURCHASE INTENTION: A STUDY ON GENERATION Z ONLINE CINEMA TICKET APPLICATION USERS IN JAKARTA

Abstract

This study aims to analyze the factors influencing repurchase intention among Generation Z users of the TIX ID application in Jakarta. It examines the effects of perceived ease of use, discount, trust, and customer satisfaction on repurchase intention. A quantitative approach was employed using an online survey distributed via social media platforms such as WhatsApp and Instagram. The study population consisted of individuals aged 17–27 who had used and intended to repurchase tickets via TIX ID. Purposive sampling was applied, resulting in 292 respondents. Data were analyzed using Structural Equation Modeling (SEM) with AMOS 26 software. The results show that perceived ease of use has a positive and significant effect on repurchase intention but does not affect customer satisfaction. Discount and trust both have positive and significant effects on customer satisfaction and repurchase intention. Meanwhile, customer satisfaction does not significantly affect repurchase intention. These findings indicate that perceived ease of use, discount, and trust are the main drivers of repurchase intention among Generation Z TIX ID users. Future research is recommended to involve respondents from various regions and cinema e-ticketing applications, using a combination of online questionnaires and interviews to improve data validity. Furthermore, additional variables such as ticket price, service quality, user experience, and the effectiveness of digital promotions can be considered to provide a more comprehensive picture of the factors influencing repurchase intention.