Pengaruh Kualitas Pelayanan terhadap Minat Beli Ulang Konsumen dengan Kepuasan Pelanggan sebagai Variabel Intervening pada Kafe dan Restoran Camperia Payakumbuh

Khairul Hamdi, Mashur Fadli

Abstract


This study aims to determine the effect of service quality on consumer repurchase interest with customer satisfaction as an intervening variable at Camperia Cafe and Resto Payakumbuh. The method used in this research is descriptive and quantitative statistics with an explanatory research model. Data collection was carried out using a questionnaire consisting of 22 statements and the sample consisted of 99 respondents using purposive sampling method. Research data was collected using a questionnaire measured using a Likert scale and processed using SmartPLS 3 to process data and test hypotheses. The results showed that service quality has a significant effect on consumer repurchase interest, service quality has a significant effect on customer satisfaction, customer satisfaction has a significant effect on repurchase interest, and customer satisfaction mediates service quality has a significant effect on consumer repurchase interest

Keywords


Service Quality, Consumer Repurchase Interest, Consumer Satisfaction

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DOI: http://dx.doi.org/10.31258/jab.21.2.57-68

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