Analisa Pengaruh Customer Value Terhadap Repurchase Intention Dengan Customer Satisfaction Sebagai Variabel Intervening Di Pisa Kafe Manyar Surabaya

Novita Wulandari Junaidi

Abstract


Penelitian ini bertujuan untuk menganalisis pengaruh customer value terhadap repurchase intention konsumen dengan customer satisfaction sebagai variabel intervening di Pisa Kafe Manyar Surabaya. Variabel yang diteliti dalam penelitian ini antara lain customer value sebagai variabel independen, customer satisfaction sebagai variabel intervening, dan repurchase intention sebagai variabel dependen. Penelitian ini telah dilakukan dengan menyebarkan kuesioner kepada 100 responden konsumen Pisa Kafe Manyar Surabaya melalui teknik convenience sampling. Teknik analisa yang digunakan adalah teknik analisis kuantitatif dengan metode path analysis. Hasil penelitian ini menunjukkan bahwa variabel customer value dan customer satisfaction memberi pengaruh positif dan signifikan terhadap variabel repurchase intention.


Keywords


Customer Value, Customer Satisfaction, Repurchase Intention

Full Text:

PDF

References


Buttle, F. (2007). Customer Relationship Management: Terjemahan Arief Subiyanto. Jakarta: Bayumedia.

Dutka, A. (1994). AMA Handbook for Customer Satisfaction. Illinois: NTC Business Book.

Engel, J.F., Blackwell, R.D., Miniard, P.W. (2001). Consumen behavior (9th Ed). Orlando: Harcourt, Inc.

Fornell, C. & Larcker, D.F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.

Hellier, P.K., Geursen, G. M., Carr, R. A., Rickard, J. A. (2003). Customer Repurchase Intention : A General Structural Equation Model. European Journal of Marketing, 37(11), 1762-1800.

Koshki, N., Esmaeilpour, H., & Ardestani, A.S. (2014), The Study On The Effects of Environmental Quality, Food and Restaurant Services on Mental Image of The Restaurant, Customer Perceived Value, Customer Satisfaction and Customer Behavioral Intentions: (Case Study of Boroujerd’s Restaurants). Kuwait Chapter of Arabian Journal of Business and Management Review, 3(10), 261-272.

Kotler, P. (2003). Marketing Management (11th Ed). New Jersey: Pearson Prentice Hall

Malhotra, N.K. (2007). Marketing Research: An Applied Orientation (5th Ed.) New Jersey: Prentice Hall.

Nikbin, D., Ismail, I., Marimuthu, M., & Younis Abu-Jarad, I. (2011). The impact of firm reputation on customers’ responses to service failure: the role of failure attributions. Business Strategy Series, 12(1), 19-29.

Siregar, S. (2014). Statistik Parametrik Untuk Penelitian Kuantitatif. Jakarta: Bumi Aksara.

Sugiati et al. (2013). The Role of Customer Value on Satisfaction and Loyalty. International Journal of Business and Management Invention, 2(6), 65-70.

Sugiyono. (2011). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung : Alfabeta.

Surabaya Bisnis. (2014). Jumlah Restoran Bakal Tumbuh 15%. Retrieved 30 April 2015 from http://surabaya.bisnis.com/read/2014 0914/11/74491/apkrindo-jatim-jumlah-res toran-bakal-tumbuh-15

The Boston Consulting Group. (2013). Indonesia’s Rising Middle-Class and Affluent

Marketing science Review. 12, 1-42

Consumers: Asia’s Next Big Opportunity. Retrieved 30 April 2015 from https://www.bcgperspectives.com/content/articles/center_consumer_customer_insig ht_consumer_products_indonesias_rising_ middle_class_affluent_consumers/

Tjiptono, F., & Chandra, G. (2005). Service Quality Satisfaction. Yogyakarta: Andi.

Wong, K. K. K. (2013). Partial least squares structural equation modeling (pls-sem) techniques using smartpls. Marketing Bulletin, 24-1.

Woodall, T. (2003). Conceptualising ‘value for the customer’: an attributional, structural and dispositional analysis. Academy of Marketing science Review. 12, 1-42.


Refbacks

  • There are currently no refbacks.