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PENGARUH KUALITAS PELAYANAN, NILAI YANG DIRASA, DAN KEPUASAN PELANGGAN TERHADAP NIAT PEMBELIAN ULANG PADA PERSEWAAN ALAT PESTA “SUYONO” DI SURABAYA

RAHMATULLOH, MUCHAMMAD ZAENAL ARIFIN (2014) PENGARUH KUALITAS PELAYANAN, NILAI YANG DIRASA, DAN KEPUASAN PELANGGAN TERHADAP NIAT PEMBELIAN ULANG PADA PERSEWAAN ALAT PESTA “SUYONO” DI SURABAYA. Undergraduate thesis, STIE PERBANAS SURABAYA.

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ARTIKEL ILMIAH.pdf

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COVER.pdf

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BAB I.pdf

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BAB V.pdf

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Abstract

The aim of this study is to provide an understanding of how service quality, perceived value, and customer satisfaction influence repurchase intention at “SUYONO” Party Equipments Rental. Most of previous studies in this area used services enterprises as the object of study. A survey to 100 users of “SUYONO” Rental Party Equipments was undertaken in Surabaya, Indonesia. The design of this study uses non-random sampling with judgmental sampling method. This study employs Multivariate Regression Analysis under Statistical Productand Service Solution (SPSS) application to test the hypothesis. The result indicates that repurchase intention is largely influenced by service quality. Meanwhile, perceived value and customer satisfaction have no direct relationship to repurchase intention. Therefore the service providers are highly suggested to focus in service quality to maximize repurchase intention. This study is applicable for firms to increase their customer’s repurchase intention, especially those that are in services business. Keyword : Customer satisfaction, perceived value, customer satisfaction, repurchase intention, service firm, rental party equipments

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Bachelor of Management
Depositing User: Users 211 not found.
Date Deposited: 19 Apr 2017 03:15
Last Modified: 19 Apr 2017 03:15
URI: http://eprints.perbanas.ac.id/id/eprint/843

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