FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN KONSUMEN SERTA DAMPAKNYA TERHADAP MINAT BELI ULANG KONSUMEN (STUDI PADA BLENDS PASTA & CHOCOLATE CABANG UNIKA SEMARANG)
Abstract: Culinary businesses
are keep booming and growing nowadays,
which causing a tighter competition
between all culinary businesses’ owners. The main purpose of this research is to get to know if there’s any impact of
product quality, service quality and
customer value on customer repurchase intention at Blends Pasta & Chocolate
Unika Semarang with customer satisfaction as the intervening variable.
A total sample of 100 respondents
are taken by purposive sampling technique and all obtained from Blends Pasta
& Chocolate’s Unika Semarang customers who purchased at least 2 times
before. All data are collected from both
opened and closed questions on questioner’s answer. The method for
analyzing data is using double regression
method on SPSS 21 version.
The result from data analysis
showed that product quality, service quality, and customer value
variables have all positive and significant impact toward customer
satisfaction with coefficient regression Y1=0,354X1 + 0,276X2 +
0,275X3. Meanwhile costumer satisfaction’s variable has positive and
significant impacts toward customer repurchase intention variable with
coefficient regression Y2 = 0,747Y1.
Keywords: product quality,
service quality, customer value, customer satisfaction, customer repurchase
intention
Penulis: Anindya Dwiana Putri,
Sri Rahayu Tri Astuti
Kode Jurnal: jpmanajemendd170824
