Pengaruh Kualitas Pelayanan Terhadap Repurchase intention Pelanggan di Yoga Nature Class Podomoro Melalui Kepuasan Pelanggan
Abstract
Abstrak Penelitian ini bertujan untuk menganalisis pengaruh kualitas pelayanan terhadap repurchase intention pelanggan di Yoga Nature Class Podomoro melalui kepuasan pelanggan. Strategi penelitian ini menggunakan metode kuantitatif deskriptif. Populasi studi ini ialah pelanggan Yoga Nature Class Podomoro yang pernah berkunjung setidaknya satu hingga dua kali sehingga dikumpulkan 100 sampel menggunakan pendekatan non-probability sampling berdasarkan rumus Cochran. Penelitian ini memakai teknik analisis Structural Equation Modelling-Partial Least Square (SEMPLS) kemudian diolah menggunakan aplikasi SmartPLS Versi 4.0. Hasil tinjaun penelitian ini Yoga Nature Class Podomoro menunjukkan bahwa kualitas pelayanan positif dan berpengaruh signifikan terhadap kepuasan pelanggan, kualitas pelayanan positif dan berpengaruh signifikan terhadap minat beli pelanggan, kepuasan pelanggan positif dan berpengaruh signifikan terhadap repurchase intention, serta kualitas pelayanan positif dan berpengaruh signifikan terhadap repurchase intention dimediasi oleh kepuasan pelanggan.
Kata Kunci: Pemasaran, Kualitas Pelayanan, Kepuasan Pelanggan, Repurchase intention
Downloads
References
Ariyanto, A. (2023). Manajemen Pemasaran. In Widina Bhakti Persada Bandung.
Azzam, F. R., & Mangruwa, R. (2023). Enrichment: Journal of Management The CRM and product attribute toward purchase intention: the mediating role of brand image in Indonesia. Enrichment: Journal of Management, 13(5).
Cuong, D. T. ( 0 ). Examining how factors consumers’ buying intention of secondhand clothes via theory of planned behavior and stimulus organism response model. Journal of Open Innovation: Technology, Market, and Complexity, 10(4), 100393. https://doi.org/10.1016/J.JOITMC.2024.100393
Dewi, C. K., Mohaidin, Z., & Murshid, M. A. (2020). Determinants of online purchase intention: a PLSSEM approach: evidence from Indonesia. Journal of Asia Business Studies, 14(3), 281–306. https://doi.org/10.1108/JABS-03-2019-0086
Nurul, Berliana, I., Purwanto, S., & Fitriyah, Z. (2023). AKUISISI : Jurnal Akuntansi ONLINE ISSN : -2984 – PRINT ISSN : 1978-6581 Pengaruh Pengalaman Pelanggan dan Persepsi Harga
Terhadap Repurchase intention Produk ( Deodoran Rexona ) Program Studi Manajemen , Fakultas
Ekonomi dan Bisnis , Universitas Pembangu. 19(01), 191–199.
Pradana, M., Wardhana, A., Rubiyanti, N., Syahputra, S., & Utami, D. G. (2022). Halal food purchase intention of Muslim students in Spain: testing the moderating effect of need-for-cognition. Journal of Islamic Marketing, 13(2), 434–445. https://doi.org/10.1108/JIMA-05-2020-0122
Pratama, R. R., & Rubiyanti, N. (2023). The Influence of Customer Relationship Management on Customer Brand Loyalty Through Customer Satisfaction as a Mediator. Jurnal Informatika Ekonomi Bisnis, 5, 1427–1431. https://doi.org/10.37034/infeb.v5i4.642
Rehman, M. A., Osman, I., Aziz, K., Koh, H., & Awais, M. (2020). Get connected with your Takaful representatives: Revisiting customer loyalty through relationship marketing and service quality. Journal of Islamic Marketing, 11(5), 1175–1200. https://doi.org/10.1108/JIMA-06-2019-0122
Setiawardani, M., & Riyanto, T. A. (2023). Peningkatan Repurchase intention melalui E-Service Quality. Jurnal Riset Bisnis Dan Investasi, 9(1), 49–60. https://doi.org/10.35313/jrbi.v9i1.4784
Soeharso, S. Y. (2024). Customer satisfaction as a mediator between service quality to repurchase intention in online shopping. Cogent Business and Management, 11(1). https://doi.org/10.1080/23311975.2024.2336304
Tri Nuryani, F., Nurkesuma Nurkesuma, & Baruna Hadibrata. (2022). Korelasi Keputusan Pembelian: Kualitas Produk, Persepsi Harga Dan Promosi (Literature Review Manajemen Pemasaran). Jurnal Ekonomi Manajemen Sistem Informasi, 3(4), 452–462. https://doi.org/10.31933/jemsi.v3i4.977
Wider, W., Tan, F. P., Tan, Y. P., Lin, J., Fauzi, M. A., Wong, L. S., Tanucan, J. C. M., & Hossain, S. F. A. (2024). Service quality (SERVQUAL) model in private higher education institutions: A bibliometric analysis of past, present, and future prospects. Social Sciences & Humanities Open, 9, https://doi.org/10.1016/J.SSAHO.2024.100805
