Pengaruh Support Services Dan Relationship Quality Terhadap Customer Loyalty Dan Repurchase Intention Pada Pelanggan Johnson dan Johnson Di Surabaya
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Institusion
Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya
Author
Ardiansyah, Feddy
Subject
360 - SOCIAL PROBLEMS & SERVICES; ASSOCIATIONS
Datestamp
2024-01-23 03:42:37
Abstract :
The existence of strong competition in all businesses motivates companies to create stronger relationships between themselves and their customers. A good relationship quality will encourage customer intention to share information about the company with others. The purpose ofdris study was to analyze the influence of support services and relationship qualiry on customer loyalty and to analyze the influence of support services, relationship quality and customer loyalty on repurchase intention on Johnson & Johnson Surabaya customers. The method in this srudy is a survey method. This research is an explanatory research using a quantitative approach. The population uses Johnson & Johnson Indonesia customers, especially oncology products customers in Surabaya, while the number of samples taken is 70 customers taken using purposive random sampling technique. Data collection is done by distributing questionnaires. The data analysis technique used is Stnrctural Equation Modeling (SEM) with Smart PLS (Partial Least Square) software. The results in this study indicate that: (1) Support Services has a significant influence on Ctstomer Loyalty for Jolnson & Johnson Surabaya customers; (2) Support Services has a sipificant influence on Repurchase Intention on Johnson & Johnson Surabaya customers; (3) Relationship Quality has a significant influence on Customer Loyalty at Johnson & Johnson Surabaya customers; (4) Relationship Quality has a sigrificant influence on Repurchase Intention on Johnson & Johnson Surabaya customers; (5) Customer Loyalry has a significant influence on Repurchase Intention on Johnson & Johnson Surabaya customers.
The existence of strong competition in all businesses motivates companies to create stronger relationships between themselves and their customers. A good relationship quality will encourage customer intention to share information about the company with others. The purpose ofdris study was to analyze the influence of support services and relationship qualiry on customer loyalty and to analyze the influence of support services, relationship quality and customer loyalty on repurchase intention on Johnson & Johnson Surabaya customers. The method in this srudy is a survey method. This research is an explanatory research using a quantitative approach. The population uses Johnson & Johnson Indonesia customers, especially oncology products customers in Surabaya, while the number of samples taken is 70 customers taken using purposive random sampling technique. Data collection is done by distributing questionnaires. The data analysis technique used is Stnrctural Equation Modeling (SEM) with Smart PLS (Partial Least Square) software. The results in this study indicate that: (1) Support Services has a significant influence on Ctstomer Loyalty for Jolnson & Johnson Surabaya customers; (2) Support Services has a sipificant influence on Repurchase Intention on Johnson & Johnson Surabaya customers; (3) Relationship Quality has a significant influence on Customer Loyalty at Johnson & Johnson Surabaya customers; (4) Relationship Quality has a sigrificant influence on Repurchase Intention on Johnson & Johnson Surabaya customers; (5) Customer Loyalry has a significant influence on Repurchase Intention on Johnson & Johnson Surabaya customers.
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