ANALISIS PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN KONSUMEN DALAM MEMBENTUK NIAT BELI ULANG

Authors

  • Gatot Wibowo, Marjam Desma Rahadhini & Sunarso

Abstract

Aim of this research are to explain 1,2) influence of product quality and service
quality to customer satisfaction; 3,4) explaining product quality and service quality to
customer satisfaction and 5) customer satisfaction to re-purchase intention.This
research is conducted at Rumah Makan Pecel Solo branch Solo. Sample measurement is
used as 135 respondents with non-probability sampling tekhnique and purposive
sampling method. Data analysis technique used is Structural Equation Modeling
analysis technique. Research result indicates that there is influence of significant
product quality and service quality toward customer’s satisfaction; product quality and
service quality give influence significant to repurchase intention; and customer
satisfaction influence significant to repurchase intention. Based on aim of research,
suggestion for the management of Rumah Makan Pecel Solo, is to improve the quality of
services and maintain the quality of their products in order to provide total satisfaction
to the consumer and the impact to the strong of re-purchase intention.
Keywords: product quality, service quality, customer satisfaction, re-purchase intentions

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Published

2017-09-16

Issue

Vol. 17 No. 1 (2017): Jurnal Ekonomi dan Kewirausahaan : March

Section

Artikel

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