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All Journal E-Jurnal Ekonomi dan Bisnis Universitas Udayana Jurnal Ekonomi dan Bisnis Jagaditha Krisna: Kumpulan Riset Akuntansi QALAMUNA: Jurnal Pendidikan, Sosial, dan Agama Vidyottama Sanatana: International Journal of Hindu Science and Religious Studies Warmadewa Management and Business Journal (WMBJ) Jurnal Sewaka Bhakti Jurnal Bali Membangun Bali Journal of Applied Management Studies Management and Applied Social Studies Review
I Gusti Ayu Wimba
Prodi Manajemen, Fakultas Ekonomi Bisnis Dan Pariwisata Universitas Hindu Indonesia
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Journal : Management and Applied Social Studies Review

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Analysis of Servqual and Demographic Aspects on Repurchase Intention Mediated by Customer Satisfaction of Ngaben Services at Hindu Crematoriums Utama, Merta; Wimba, I Gusti Ayu; Sadiartha, Anak Agung Ngurah Gede
Management and Applied Social Studies Review Vol. 2 No. 2 (2024): Management and Applied Social Studies Review (MASSIV)
Publisher : UNHI Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32795/massiv.v2i2.7003

Abstract

Purpose - This study aims to analyse the influence of service quality and demographic aspects on repurchase intention, mediated by customer satisfaction, in Hindu crematorium services. Methodology - The population of this study consisted of users of ngaben (Balinese cremation) service at Hindu crematorium. Samples were selected using simple random sampling. A questionnaire was distributed to 100 respondents. Data analysis method include descriptive analysis and inferential analysis using Structural Equation Model – Partial Least Square (SEM-PLS). Findings - The results shows that service quality and demographic aspects have positive and significant influence on customer satisfaction. Service quality and demographic aspects also have a positive and significant influence on repurchase intention. Customer satisfaction partially mediates the influence of service quality and demographic aspects toward repurchase intention. Originality – integrating service quality, demographic aspects, customer satisfaction and repurchase intention into a single study is rarely adopted research. This research can explain how demographic aspects (such as income and current residence) influence decision regarding ngaben at Hindu crematorium.
Co-Authors Agustina, Made Dian Putri Anggariani, Ni Made Dwi Apsari dewi, Komang Indra Astawa, Putu Putra Astrama, I Made Gusti Ayu Made Rina Widiyaniti I Gede Aryana Mahayasa I Gede Putu Kawiana I Made Arsa Wiguna I Made Astrama I Putu Putra Astawa, I Putu Putra Ida Bagus Gde Yudha Triguna Ni Luh Adisti Abiyoga Wulandari Ni Nyoman Adityarini Abiyoga Vena Swara Ni Putu Sri Hartati Putu Krisna Adwitya Sanjaya Sadiartha, A. A. Ngurah Gede Sadiartha, Anak Agung Ngurah Gede Utama, Merta Wiguna, I Made Arsa Wijaya, Putu Yudy