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Widodo, Tegar Garin
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Economics, Econometrics & Finance

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THE EFFECT OF SERVICE PERFORMANCE OF KAPTAN AND PETROCAS ON CUSTOMER SATISFACTION AND REPEAT PURCHASES AT PT. XYZ Widodo, Tegar Garin; Waluyo, Minto
SULTANIST: Jurnal Manajemen dan Keuangan Vol. 12 No. 2 (2024)
Publisher : Sekolah Tinggi Ilmu Ekonomi Sultan Agung Pematangsiantar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37403/sultanist.v12i2.657

Abstract

The sales service provided has a significant impact on the sales process and customer satisfaction. If the service is good, it can increase customer satisfaction as they feel valued, receive efficient assistance, and experience care from the seller. The purpose of this study is to examine the influence of five variables that shape service performance on customer satisfaction and customer repurchase intention, with independent variables including tangibles, reliability, responsiveness, assurance, and empathy, and dependent variables being customer satisfaction and repurchase intention. The research method used is Structural Equation Modeling with a quantitative approach. The results show that responsiveness has a significant effect on customer satisfaction, assurance and empathy have a significant effect on repurchase intention, and customer satisfaction has a significant impact on repurchase intention.
Co-Authors Minto Waluyo