Analisis Pengaruh Kualitas Layanan Terhadap Kepuasan Konsumen Dan Minat Pemakaian Ulang Di GOR Cilandak Town Square
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Institusion
STIE Indonesia Banking School
Author
Sarastika, Ardilla
Subject
HD28 Management. Industrial Management
Datestamp
2024-07-18 08:57:42
Abstract :
The researcher is highly interested in many different opinions among same experts about the influence of service quality and customer satisfaction in establishing repurchase intention. Thus, the aims of the researcher is to test the influence of service quality in establishing repurchase intention, and to test the influence of tangibles, responsivity, access, realibility, security, and customer satisfaction in establishing the repurchase intention with customer satisfaction as an intervening variable. This research is categorized as survey research with descriptive analysis method by taking sample from population and using questionnaire as the main data. The population in this research is all customers of GOR Cilandak Town Square in Cilandak. The respondents are chosen by using nonprobabilitas sampling and purposive sampling techniques.. The results of analysis using Structural Equation Modeling (SEM) model are: (1) tangibles, responsivity, reliability, and security has positive and significant influence on customer satisfaction. (2) Tangibles, access, has positive and significant influence on repurchase intention. (3) customer satisfaction has positive and significant influence on repurchase intention. Keywords : service quality, customer satisfaction, repurchase intention.
The researcher is highly interested in many different opinions among same experts about the influence of service quality and customer satisfaction in establishing repurchase intention. Thus, the aims of the researcher is to test the influence of service quality in establishing repurchase intention, and to test the influence of tangibles, responsivity, access, realibility, security, and customer satisfaction in establishing the repurchase intention with customer satisfaction as an intervening variable. This research is categorized as survey research with descriptive analysis method by taking sample from population and using questionnaire as the main data. The population in this research is all customers of GOR Cilandak Town Square in Cilandak. The respondents are chosen by using nonprobabilitas sampling and purposive sampling techniques.. The results of analysis using Structural Equation Modeling (SEM) model are: (1) tangibles, responsivity, reliability, and security has positive and significant influence on customer satisfaction. (2) Tangibles, access, has positive and significant influence on repurchase intention. (3) customer satisfaction has positive and significant influence on repurchase intention. Keywords : service quality, customer satisfaction, repurchase intention.
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