TikTok Shop Live Streaming and Gen Z’s Repurchase Intention in Fashion Retail: The Mediating Role of Customer Experience
DOI:
10.47353/ecbis.v4i6.569Published:
2026-08-25Downloads
Abstract
Fashion sellers on TikTok Shop increasingly rely on live streaming marketing to engage Generation Z consumers, although how well this approach translates into repeat purchases remains underexplored, particularly the extent to which customer experience functions as a psychological link between the two. This study examines how live streaming marketing influences repurchase intention through customer experience as a mediating variable, focusing on Generation Z fashion consumers who use TikTok Shop in Makassar City. A quantitative design was applied, drawing on a purposive sample of 280 respondents, with data analyzed through SEM-PLS using SmartPLS 4. Findings reveal that live streaming marketing has a positive and significant influence on customer experience, whereas its direct effect on repurchase intention is not significant. Customer experience, in turn, positively and significantly affects repurchase intention and fully mediates the link between live streaming marketing and repurchase intention. These patterns suggest that Generation Z consumers remain skeptical of direct marketing cues and instead give greater weight to personal experience quality when deciding to repurchase. The study extends the Stimulus-Organism-Response framework to the live commerce setting and offers practical guidance for sellers to redirect marketing efforts from promotional intensity toward building immersive, personalized shopping experiences.
Keywords:
Customer Experience Generation Z Live Streaming Marketing Repurchase IntentionReferences
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Copyright (c) 2026 Nur Fadilah Ayu Sandira, Nulthazam Sarah, Achmad Ridha, Rostina, Muh. Irshan Sachrir
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