Article Sidebar

Download
PDF
Statistic
Read Counter : 26 Download : 15

Main Article Content

Abstract

This study aimed to analyze the influence of brand super-recovery effort, online brand community engagement, and empathy on repurchase intention among Generation Z consumers who actively shop for local fashion online through the Shopee platform, with consumer forgiveness as a mediating variable. The sampling in this research was purposive sampling technique, with a sample size of 153 respondents. The research employs quantitative data, with primary data collected through an online questionnaire that was tested for validity and reliability. The analysis tool used in this study was Structural Equation Modeling-Partial Least Squares (SEM-PLS). Hypothesis testing was conducted through path analysis. The result of the study indicated that brand super-recovery effort had a positive and significant influence on consumer forgiveness, online brand community engagement had a positive and significant influence on consumer forgiveness, empathy had a positive and significant influence on consumer forgiveness, brand super-recovery effort had a positive and significant influence on repurchase intention, online brand community engagement had a positive and significant influence on repurchase intention, empathy had a positive and significant influence on repurchase intention, consumer forgiveness had a positive and significant influence on repurchase intention, consumer forgiveness mediated the relationship between brand super-recovery effort and repurchase intention, consumer forgiveness mediated the relationship between online brand community engagement and repurchase intention, consumer forgiveness mediated the relationship between empathy and repurchase intention.

Keywords

brand super-recovery effort; brand community engagement; empathy; repurchase intention; consumer forgivenesss

Article Details

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

How to Cite
Mutiara Dias Faradisa, & Ratna Listiana Dewanti. (2025). The Influence of Brand Super-Recovery Effort, Online Brand Community Engagement, and Empathy on Repurchase Intention Among Generation Z Who Actively Shop for Local Fashion Online on the Shopee Platform through Consumer Forgiveness as a Mediation Variable. Paradoks : Jurnal Ilmu Ekonomi, 8(3), 429–438. https://doi.org/10.57178/paradoks.v8i3.1313
Download Citation
Endnote/Zotero/Mendeley (RIS)
BibTeX

References

  1. Ahdiat Adi. (2023). 5 E-Commerce with the Most Visitors in the First Quarter of 2023. Databox.
  2. BPPTIK Ministry of Communication and Informatics. (2023). Indonesia's Digital Society Index 2023 Has Increased. National.
  3. Chandra, T., Chandra, S., and Hafni, L. (2020). Service Quality, Consumer Satisfaction, and Consumer Loyalty: A Theoretical Overview. CV IRDH.
  4. Ghozali, I. (2021). Multivariate Analysis Application with IBM SPSS 26 Program. Semarang: Publishing Agency of Diponegoro University.
  5. Ginting, Y. M., Chandra, T., Miran, I., and Yusriadi, Y. (2022). Repurchase Intention of E-Commerce Customers in Indonesia: An Overview of the Effect of E Service Quality, E-Word of Mouth, Customer Trust, and Customer Satisfaction Mediation. International Journal of Data and Network Science, 7, 329-340.
  6. Harrison-Walker, L. J. (2019). The Critical Role of Customer Forgiveness in Successful Service Recovery. Journal of Business Research, 95, 376–391. https://doi.org/10.1016/j.jbusres.2018.07.049
  7. Hasan, S. (2020). The Key to Successful Customer Satisfaction (Efforts to Build BUMD). Banten: Media Madani.
  8. Muryanto, M. A., and Haryono, T. (2022). Intention to Repurchase After a data Leak on Tokopedia: Mediated by Consumer Forgiveness. World Journal of Advanced Research and Reviews, 14(3), 551–559. https://doi.org/10.30574/wjarr.2022.14.3.0605
  9. Muss, C., Tüxen, D., & Fürstenau, B. (2025b). Empathy in leadership: a systematic literature review on the effects of empathetic leaders in organizations. Management Review Quarterly. https://doi.org/10.1007/s11301-024-00472-7
  10. Qiscus. (2024). 10 Ways to Handle Customer Complaints Effectively and Professionally. Qiscus.
  11. Suhartadi Imam. (2024). E-Commerce Growth Will Accelerate the Digital Economy. Investor ID.
  12. Wei, J., Wang, Z., Hou, Z., dan Meng, Y. (2022). The Influence of Empathy and Consumer Forgiveness on the Service Recovery Effect of Online Shopping. Frontiers in Psychology, 13. https://doi.org/10.3389/fpsyg.2022.842207
  13. Widodo, S., Ladyani, F., Asrianto, L. O., Dalfian, Nurcahyati, S., Devriany, A., Khairunnisa, Lestari, S. M. P., Rusdi, Wijayanti, D. R., Hidayat, A., Sjahriani, T., Armi, Widya, N., and Rogayah. (2023). Research Method Textbook. Resume Science Techno Direct.
  14. Yuan, D., Lin, Z., Filieri, R., Liu, R., dan Zheng, M. (2020). Managing the Product-Harm Crisis in the Digital Era: The Role of Consumer Online Brand Community Engagement. Journal of Business Research, 115, 38–47. https://doi.org/10.1016/j.jbusres.2020.04.044
  15. Zhang, M., Guo, L., Hu, M., dan Liu, W. (2017). Influence of Customer Engagement with Company Social Networks on Stickiness: Mediating Effect of Customer Value Creation. International. Journal of Information Management, 37(3), 229–240.