DOI: https://doi.org/10.9744/pemasaran.12.2.77─83

PENGARUH PERCEIVED SERVICE QUALITY TERHADAP REPURCHASE DAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING PADA FAST FOOD RESTAURANT DI SURABAYA

Jocellynne Saintz

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

Keywords


Perceived Service Quality, Customer Satisfaction, Repurchase

Full Text:

PDF

References


Abdillah, W., & Hartono, J. (2015). Partial Least Square (PLS) Alternatif Structural Equation Modeling (SEM) dalam Penelitian Bisnis (Cetakan 1). Yogyakarta: Penerbit Andi.

Arnould, E., Price, L., & Zinkhan, G. (2004). Consu-mer 2nd ed. Boston, Massachusetts: The McGraw-Hill Companies.

Cooper dan Emory, (1996). Metode Penelitian Bisnis, Jakarta: Erlangga.

Gerson, R. F. (2004). Mengukur Kepuasan Pelang-gan. Jakarta:PPM.

Guthrie, M., dan Kim, S. (2009), The Relationship BetweenConsumer Involment and Brand perceptions of Female Cosmetic Consumers. Journal of Brand Management. 17(2).

Hanif Mauludin. (2004). Essay: Analisis Kualitas Pelayanan, pengaruhnya terhadap Citra (Image) Rumah Sakit.

Harsasi, M., Anfas. (2015). The Impact of Perceived Service Quality on Repurchase: A Study of A Distance Education Institution.

Jogiyanto. (2008). Metodologi penlitian sistem infor-masi. Yogyakarta: Andi Yogyakarta.

Kotler, P. & Keller, K. L. (2006). Marketing Manage-ment (12th edition). Upper Saddle River: Pear-son Education, Inc.

Kotler, Philip. (2009). Manajemen Pemasaran. Jakarta: Erlangga.

Malhotra, Y., Galletta, D. F., & Kirsch, L. J. (2008). Howendogenous motivations influence user intentions Beyond the dichotomy of extrinsic and intrinsic usermotivations. Journal of Management Information Systems, 25(1), pp. 267–299.

Mohammad Reza Ebrahimi, Sara Tootoonkavan. (2014). Investigating The Effect of Perceived Service Quality, Perceived Value, Brand Image, Trust, Customer Satisfaction on Repurchase Intention and Recommendation to Other Case Study: LG Company.

Meuraxa, Nurfaizah. (2008). Analisis Pengaruh Sosial (Social Influence) terhadap kecenderungan Pembelian Kembali (Repurchase), Fakultas Ekonomi danilmu social UIN Syarif Hidayatullah. Jakarta.

Parasuraman, A., Zeithaml, V. & ll. (1988). SER-VQUAL: Amultiple-item scale for measuring consumer perceptions of service quality. Journal of retailing, VI, 12-40

Saif, U, M. (2012). Customer Satisfaction, Perceived Service Quality and Mediating Role of Perceived Value. International Journal of Marketing Studies.

Sugiyono. (2014). Metode Penelitian Pendidikan Pendekatan Kuantitatif, Kualitatif Dan R&D. Ban-dung: Alfabeta.

Tjiptono, Fandy, (1997), Strategi Pemasaran, Pener-bit: Andi Offset, Edisi Kedua, Cetakan Pertama, Yogyakarta.

Tjiptono, Fandy, (2006). Manajemen Jasa. Edisi Pertama. Yogyakarta: Andi

Y. Wang, H.P. Lo. (2002), Service quality, customer satisfaction andbehavior intentions: Evidence from China'stelecommunication industry Info, 4(6), pp. 50-60.




DOI: https://doi.org/10.9744/pemasaran.12.2.77─83



Jurnal Manajemen Pemasaran is published by The Institute of Research & Community Outreach - Petra Christian University, Surabaya, Indonesia

©All right reserved 2016.Jurnal Manajemen Pemasaran, ISSN: 1907-235X, e-ISSN: 2597-615X