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Jocellynne Saintz
Fakultas Ekonomi, Universitas Kristen Petra, Jl. Siwalankerto 121-131, Surabaya
Economics, Econometrics & Finance

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PENGARUH PERCEIVED SERVICE QUALITY TERHADAP REPURCHASE DAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING PADA FAST FOOD RESTAURANT DI SURABAYA Jocellynne Saintz
Jurnal Manajemen Pemasaran Vol. 12 No. 2 (2018): OKTOBER 2018
Publisher : Institute of Research and Community Outreach - Petra Christian University

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (241.788 KB) | DOI: 10.9744/pemasaran.12.2.77-83

Abstract

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
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