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
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