PENGARUH KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP KEPUASAN KONSUMEN DAN MINAT BELI PADA RANCH MARKET
ABSTRACT: This study
aims to describe
clearly about product
quality, service quality, customer Satisfaction
and repurchase intention
on customer at
Ranch Market Pondok Indah
South Jakarta . The second
objective is to
test the influence
of product quality and
service quality to
customer satisfaction and
repurchase intention. The third objective is to test the influence of
product quality and service quality
to customer satisfaction.
The fourth objective
is to test
the influence product quality and
service quality to repurchae intention. The fifth objectives is to test
the influence customer
satisfaction to repurchase
intetsion. Population of the research is Ranch Market customer at
Pondok Indah South Jakarta. Sampling totaled
160 respondents. Analysis
of the research
was conducted using
SEM (struktural equation model)
Lisrel statistical application
program version 8.80 for
data processing. Descriptive
analysis results showed:
a) Performance dimension is
the most dominant
dimension in product
quality variable, b) Responsiveness dimension
is the most
dominant dimension in
service quality variable, c)
Attribute related to
service is the
most dominant dimension
in customer satisfaction variable,
d) Transactional is
the most dominant
dimension in repurchase intention variable. The results of hypothesis
testing are: 1) product quality and service
qualitry influence the
customer satisfaction and
repurchase intention, 2) product
quality and service
quality influence the
customer satisfaction, 3) product
qualityand service quality
influence the repurchase intention, 4) customer
satisfaction influence the repurchase intention.
Penulis: Basrah Saidani, Samsul
Arifin
Kode Jurnal: jpmanajemendd120530
