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Antecedents dari repurchase intention dan word- of-mouth pada industri jasa salon


Oleh : Baharudin Fatah

Info Katalog

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2012

Pembimbing 1 : Ganawati

Subyek : Customer services;marketing management;service industries - quality control

Kata Kunci : Interaction Quality, Physical Environment Quality, Outcome Quality, Repurchase Intention, Word-Of-


File Repositori
No. Nama File Ukuran (KB) Status
1. 2012_TA_MJ_022060189_7.pdf 1308.33
2. 2012_TA_MJ_022060189_6.pdf 735.79
3. 2012_TA_MJ_022060189_5.pdf 843.33
4. 2012_TA_MJ_022060189_4.pdf 1050.37
5. 2012_TA_MJ_022060189_3.pdf 915.31
6. 2012_TA_MJ_022060189_2.pdf 808.44
7. 2012_TA_MJ_022060189_1.pdf 878.86

P Penelitian ini bertujuan untuk menganalisis pengaruh interaction quality, physical environment quality, outcome quality terhadap repurchase intention dan word-of-mouth melalui customer satisfaction pada industri jasa salon di Indonesia. Data yang digunakan untuk penelitian ini adalah data primer dari 150 responden yang merupakan konsumen salon Jonny Andrean. Data diperoleh dengan menyebarkan kuesioner. Teknik pengambilan sampel yang digunakan adalah purposive sampling. Uji hipotesis dalam penelitian ini menggunakan metode Structural Equation Model (SEM) dengan menggunakan software AMOS. Hasil pengujian hipotesa menunjukan terdapat pengaruh positif antara interaction quality, physical environment quality, outcome quality terhadap repurchase intention dan word-of-mouth melalui customer satisfaction pada industrijasa salon di Indonesia

T This research aims to analyze the effect of interaction quality, physical environment quality, outcome quality toward repurchase intention and word-of-mouth mediated by customer satisfaction on barber service industry in Indonesian. Data used for this study is the primary data taken from 150 respondents in customer barber service. Data obtained by spreading questionnaires. Sampling technique was using a purposive sampling. Hypothesis test in this research was using a structural equational model (SEM) using AMOS software. The hypothesis testing results shows that there were positive and significantly effect of interaction quality, physical environment quality, outcome quality toward repurchase intention and word-of-mouth mediated by customer satisfaction.

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