PENGARUH SERVICE RECOVERY TERHADAP KEPUASAN DAN REPURCHASE INTENTIONS KONSUMEN RESTORAN UP-SCALE DI SURABAYA

Gina Levina(1*), Indriani Purnamasari(2), Monika Kristanti(3),


(1) 
(2) 
(3) 
(*) Corresponding Author

Abstract


ABSTRAK
Penelitian ini bertujuan untuk mengetahui pengaruh service recovery terhadap kepuasan konsumen dan repurchase intentions di Restoran up-scale di Surabaya. Metode yang digunakan pada penelitian ini adalah metode kuantitatif dengan total 75 responden. Teknik analisis statistik yang digunakan pada penelitian ini adalah Partial Least Square untuk memprediksi pengaruh service recovery terhadap kepuasan konsumen dan repurchase intentions dan menjelaskan hubungan teoritikal diantara ketiga variabel tersebut. Penelitian ini menghasilkan kesimpulan bahwa service recovery berpengaruh terhadap kepuasan konsumen dan service recovery berpengaruh langsung terhadap repurchase intentions tanpa harus melalui kepuasan konsumen.
Kata Kunci : Pemulihan Layanan, Kepuasan Konsumen, Minat Beli Ulang
ABSTRACT
This study aims to determine the effect of service recovery on customer satisfaction and repurchase intentions in Up-scale restaurant in Surabaya. This study use a quantitative method with 75 respondents. The analysis technique that was used is Partial Least Square to predict the influence of service recovery on customer satisfaction and repurchase intentions and to explain the theoretical relation between those three variables. This research concludes that service recovery affects customer satisfaction and service recovery directly affects repurchase intentions without impenetrate customer satisfaction.
Keywords : Service Recovery, Customer Satisfaction, Repurchase Intentions


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References


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