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The Effect of Service Quality and Trust on Repurchase Intention Through Customer Satisfaction in Rollaas Café Mall City of Tomorrow Surabaya

Satrya, Brahma (2020) The Effect of Service Quality and Trust on Repurchase Intention Through Customer Satisfaction in Rollaas Café Mall City of Tomorrow Surabaya. Masters thesis, STIE Perbanas Surabaya.

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Abstract

Services quality has a close relationship with customer satisfaction. Services quality provides customers an encouragement to establish strong ties with the company. Companies need to understand carefully customers expectations and their needs to create customers trust, so they can make repeat purchases. Café Rollaas at Mall City of Tomorrow Surabaya in this study tried as much as possible to provide services quality in accordance what is desire and to maintain customer confidence to create satisfaction that has an impact on customer to make repeat purchases intentions. This study was designed by quantitave research and analyzed by Structural Equation Modelling (SEM) based variance. The subject of this research is the buyer at Rollaas Cafe at Mall City of Tomorrow Surabaya. A research questionnaire were given to 200 Respondents. Research samples are grouped by characteristics of respondents including age, education, and gender of buyers in Rollaas Cafe Mall City of Tomorrow Surabaya. The conclusion of this research showed that service quality is consisting of tangible, reliability, responsiveness, assurance, empathy, affect customer satisfaction. Empathy has a significant effect on customer satisfaction, and trust has a significant effect on customer satisfaction but not on repurchase intentions. The result also found customer satisfaction has a significant effect on repurchase intentions.

Item Type: Thesis (Masters)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT
Divisions: Magister of Management
Depositing User: Perpustakaan Universitas Hayam Wuruk Perbanas Surabaya
Date Deposited: 04 Feb 2021 04:24
Last Modified: 04 Feb 2021 06:53
URI: http://eprints.perbanas.ac.id/id/eprint/6310

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