Record Details

PENGARUH PERCEIVED SERVICE QUALITY TERHADAP REPURCHASE DAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING PADA FAST FOOD RESTAURANT DI SURABAYA

Jurnal Manajemen Pemasaran

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Title PENGARUH PERCEIVED SERVICE QUALITY TERHADAP REPURCHASE DAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING PADA FAST FOOD RESTAURANT DI SURABAYA
 
Creator Saintz, Jocellynne
 
Subject —
Perceived Service Quality, Customer Satisfaction, Repurchase
 
Description The purpose of this research aims to analyze the effects of Perceived Service Quality towards Repurchase with Customer Satisfaction as an intervening variabel  inFast food restaurant. This research was conducted by distributing questionnaires to 100 respondents who were customers of Fast food restaurants who had made transactions in the last six month. This research use the Perceived service quality (X1) variable with the indicators Reliability, Responsiveness, Assurance, Empathy, Tangible, Customer satisfaction variable (Y1) with the indicators Fulfillment, Pleasure, Ambivalance, Repurchase variable (Z1) with the indicators Interest, Pleasure-based value, Sign value, Risk Pribability, dan Risk. The results show: (1) Perceived service quality influence significantly effect customer satisfaction; (2) Perceived service quality affect significantly effect repurchase; (3) customer satisfaction has a significant impact on repurchase
 
Publisher Institute of Research and Community Outreach - Petra Christian University
 
Contributor —
 
Date 2018-10-12
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
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Format application/pdf
 
Identifier http://jurnalpemasaran.petra.ac.id/index.php/mar/article/view/21149
10.9744/pemasaran.12.2.77-83
 
Source Jurnal Manajemen Pemasaran; Vol 12, No 2 (2018): OKTOBER 2018; 77-83
2597-615X
1907-235X
 
Language eng
 
Relation http://jurnalpemasaran.petra.ac.id/index.php/mar/article/view/21149/19509
 
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