ADIXIO, RIKO FIRMAWAN (2013) PENGARUH KUALITAS LAYANAN, NILAI YANG DIRASAKAN, TERHADAP NIAT PEMBELIAN ULANG MELALUI MEDIASI KEPUASAN PELANGGAN PADA RESTORAN SOLARIA DI SURABAYA. Undergraduate thesis, STIE PERBANAS SURABAYA.
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Abstract
The purpose of this study is to determine whether the attributes service quality, perceived value to customer satisfaction, which in turn is the determinant of repurchase intention at Solaria restaurant Surabaya. Service quality refers to perception of the extent which the services provided with customer expectation. Customer perceived value is based on the difference between what the customer got and what customer provide for the possibility of different options. Customer satisfaction is very important to the success of the company as it is assumed to be a major driver of post purchase phenomena, such as repurchase intention. The design of this study used non random sampling with judgemental sampling. Respondents were selected using the consideration of an individual’s ability to provide a specific type of the information needed by the research. Data were collected from 150 respondents who has visited solaria restaurant in Surabaya more than once. The method analysis used in this research was Maximum Likelihood test using the program of AMOS version 18.0.This study showed some of findings namely like service quality of solaria restaurant positive significantly influenced the customer satisfaction, than perceive value did not significantly influenced the customer satisfaction and the last result was customer satisfaction positive significantly influenced the repurchase intention at solaria restaurant. Keywords : Service Quality, Perceived Value, Customer Satisfaction, Repurchase Intention.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING |
| Divisions: | Bachelor of Management |
| Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
| Date Deposited: | 09 May 2017 11:11 |
| Last Modified: | 09 May 2017 11:11 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/1231 |
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