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Wijaya, Yohanes
Agora
Economics, Econometrics & Finance

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PENGARUH AFTER SALES SERVICE TERHADAP REPURCHASE INTENTION MELALUI CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING DI PT DAMAI SEJAHTERA ABADI(UFO ELEKTRONIKA) SURABAYA Wijaya, Yohanes
Agora Vol 7, No 1 (2019): Agora, Jurnal Mahasiswa Manajemen Bisnis
Publisher : Agora

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Abstract

Penelitian menelaah tentang pengaruh after sales service terhadap customer satisfaction, after sales service terhadap repurchase intention, customer satisfac­tionterhadap repurchase intention, dan after sales service terhadap repurchase intention melalui customer satisfaction. Menggunakan metode penelitian kuantitatif. Responden adalah 145 konsumen PT Damai Sejahtera Surabaya.Teknik sampling yaitu accidental sampling. Teknik analisa data menggunakan SEM PLS. Hasil penelitian menunjukkan bahwa: 1) After sales service berpengaruh signifikan terhadap customer satisfaction, 2) After sales service berpengaruh tidak signifikan terhadap repurchase intention, 3) Customer satisfaction berpengaruh signifikan terhadap repurchase intention, dan 4) After sales service berpengaruh signifikan terhadap repurchase intention melalui customer satisfaction di PT Damai Sejahtera Surabaya.
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