Pengaruh Service Quality dan Customer Value Terhadap Repurchase Intention dengan Kepuasan Pelanggan Sebagai Variabel Pemediasi

Abstract

The purpose of this study was to determine the effect of service quality and customer value on the repurchase intention with customer satisfaction as mediating variables. Data were collected using questionnaire. The population in this study were customers of a bank which has more than two accounts, as many as 312 customers.  Data were analyzed using path analysis. The results show that: 1) service quality and customer value proved positive and significant impact on customer satisfaction. 2) Service quality and customer value also proved positive and significant impact on customer repurchase intention. 3) Customer satisfaction proven to have a positive influence and significant impact on customer repurchase intention. 4) Customer satisfaction proved to be a partial pemediasi influence service quality and customer value to the customer repurchase intention.

Keywords: service quality, customer value, kepuasan pelanggan, repurchase intention