ANALISIS PENGARUH SATISFACTION, TRUST DAN COMMITMENT TERHADAP REPURCHASE INTENTIONS PELANGGAN TETAP HOTEL RADEN WIJAYA MOJOKERTO

Go Darmadi Unjaya(1*), Lilyana Santoso(2),


(1) 
(2) 
(*) Corresponding Author

Abstract


Penelitian ini dilakukan untuk menganalisa pengaruh satisfaction, trust dan commitment pelanggan tetap terhadap repurchase intentions serta faktor yang berpengaruh paling dominan terhadap repurchase intentions di Hotel Raden Wijaya Mojokerto. Satisfaction dilihat dari segi fasilitas, price dan service. Trust dilihat dari reliability dan integrity. Commitment dilihat dari personal identification with organization, psychological attachment, concern for the repurchase welfare, dan willingness to be loyal. Repurchase intentions dilihat dari resistance against better alternatives, willingness to pay premium price, dan intention of word of mouth.

Teknik analisa yang digunakan adalah statistik deskripstif dan regresi linier berganda. Berdasarkan penelitian terhadap 111 responden, hasil penelitian menunjukkan bahwa Satisfaction, Trust dan Commitment berpengaruh secara positif terhadap Repurchase Intention di Hotel Raden Wijaya Mojokerto. Trust menjadi faktor yang berpengaruh paling dominan terhadap Repurchase Intention di Hotel Raden Wijaya Mojokerto.

Keywords


Satisfaction, trust, commitment, repurchase intentions.

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