Service Quality Perception’s Effect on Customer Satisfaction and Repurchase Intention

Nugroho Bani Ismoyo; Djumilah Hadiwidjojo; Fatchur Rahman; Mintarti Rahayu

doi:doi:10.11648/j.ebm.20170303.11

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Service Quality Perception’s Effect on Customer Satisfaction and Repurchase Intention

Nugroho Bani Ismoyo, Djumilah Hadiwidjojo, Fatchur Rahman, Mintarti Rahayu

Published in European Business & Management (Volume 3, Issue 3)

Received: 2 March 2017 Accepted: 11 May 2017 Published: 5 June 2017

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Abstract

This study aimed to examine and explain the effect of quality perception on customer satisfaction, both directly and through the mediation of value perception that consists of three variables, namely functional value, emotional value and social value. This study also aims to test and describe the direct effect of customer satisfaction on repurchase and it’s indirect effect through the brand choice. This study used a quantitative approach with population are consumers in all branches of Anwar Group minimarket in Bengkulu. The sampling technique used is a convinience sampling with a sample size of 200 respondents were taken from all branches of Anwar Group minimarket. The analytical tool used in this study was Structural Equation Model with Amos 22 software. The results showed that the perception of service quality significantly affected consumer satisfaction. This study also showed that all consumer value which consists of functional value, emotional value, and social value mediate the effect of service quality perception on customer satisfaction. Finally, consumer satisfaction affected repurchase, while the brand choice acted as a partial mediating on the affected of customer satisfaction on repurchase intention.

Published in	European Business & Management (Volume 3, Issue 3)
DOI	10.11648/j.ebm.20170303.11
Page(s)	37-46
Creative Commons	This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.
Copyright	Copyright © The Author(s), 2017. Published by Science Publishing Group

Keywords

Service Quality Perception, Customer Satisfaction, Repurchase Intention

References

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APA Style

Nugroho Bani Ismoyo, Djumilah Hadiwidjojo, Fatchur Rahman, Mintarti Rahayu. (2017). Service Quality Perception’s Effect on Customer Satisfaction and Repurchase Intention. European Business & Management, 3(3), 37-46. https://doi.org/10.11648/j.ebm.20170303.11

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ACS Style

Nugroho Bani Ismoyo; Djumilah Hadiwidjojo; Fatchur Rahman; Mintarti Rahayu. Service Quality Perception’s Effect on Customer Satisfaction and Repurchase Intention. Eur. Bus. Manag. 2017, 3(3), 37-46. doi: 10.11648/j.ebm.20170303.11

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AMA Style

Nugroho Bani Ismoyo, Djumilah Hadiwidjojo, Fatchur Rahman, Mintarti Rahayu. Service Quality Perception’s Effect on Customer Satisfaction and Repurchase Intention. Eur Bus Manag. 2017;3(3):37-46. doi: 10.11648/j.ebm.20170303.11

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@article{10.11648/j.ebm.20170303.11,
  author = {Nugroho Bani Ismoyo and Djumilah Hadiwidjojo and Fatchur Rahman and Mintarti Rahayu},
  title = {Service Quality Perception’s Effect on Customer Satisfaction and Repurchase Intention},
  journal = {European Business & Management},
  volume = {3},
  number = {3},
  pages = {37-46},
  doi = {10.11648/j.ebm.20170303.11},
  url = {https://doi.org/10.11648/j.ebm.20170303.11},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ebm.20170303.11},
  abstract = {This study aimed to examine and explain the effect of quality perception on customer satisfaction, both directly and through the mediation of value perception that consists of three variables, namely functional value, emotional value and social value. This study also aims to test and describe the direct effect of customer satisfaction on repurchase and it’s indirect effect through the brand choice. This study used a quantitative approach with population are consumers in all branches of Anwar Group minimarket in Bengkulu. The sampling technique used is a convinience sampling with a sample size of 200 respondents were taken from all branches of Anwar Group minimarket. The analytical tool used in this study was Structural Equation Model with Amos 22 software. The results showed that the perception of service quality significantly affected consumer satisfaction. This study also showed that all consumer value which consists of functional value, emotional value, and social value mediate the effect of service quality perception on customer satisfaction. Finally, consumer satisfaction affected repurchase, while the brand choice acted as a partial mediating on the affected of customer satisfaction on repurchase intention.},
 year = {2017}
}

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TY  - JOUR
T1  - Service Quality Perception’s Effect on Customer Satisfaction and Repurchase Intention
AU  - Nugroho Bani Ismoyo
AU  - Djumilah Hadiwidjojo
AU  - Fatchur Rahman
AU  - Mintarti Rahayu
Y1  - 2017/06/05
PY  - 2017
N1  - https://doi.org/10.11648/j.ebm.20170303.11
DO  - 10.11648/j.ebm.20170303.11
T2  - European Business & Management
JF  - European Business & Management
JO  - European Business & Management
SP  - 37
EP  - 46
PB  - Science Publishing Group
SN  - 2575-5811
UR  - https://doi.org/10.11648/j.ebm.20170303.11
AB  - This study aimed to examine and explain the effect of quality perception on customer satisfaction, both directly and through the mediation of value perception that consists of three variables, namely functional value, emotional value and social value. This study also aims to test and describe the direct effect of customer satisfaction on repurchase and it’s indirect effect through the brand choice. This study used a quantitative approach with population are consumers in all branches of Anwar Group minimarket in Bengkulu. The sampling technique used is a convinience sampling with a sample size of 200 respondents were taken from all branches of Anwar Group minimarket. The analytical tool used in this study was Structural Equation Model with Amos 22 software. The results showed that the perception of service quality significantly affected consumer satisfaction. This study also showed that all consumer value which consists of functional value, emotional value, and social value mediate the effect of service quality perception on customer satisfaction. Finally, consumer satisfaction affected repurchase, while the brand choice acted as a partial mediating on the affected of customer satisfaction on repurchase intention.
VL  - 3
IS  - 3
ER  -

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Author Information

Nugroho Bani Ismoyo

Management Science Department, Economic and Business Faculty, Brawijaya University, Malang, Indonesia
Djumilah Hadiwidjojo

Management Science Department, Economic and Business Faculty, Brawijaya University, Malang, Indonesia
Fatchur Rahman

Management Science Department, Economic and Business Faculty, Brawijaya University, Malang, Indonesia
Mintarti Rahayu

Management Science Department, Economic and Business Faculty, Brawijaya University, Malang, Indonesia

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Plain Text BibTeX RIS

APA Style

Nugroho Bani Ismoyo, Djumilah Hadiwidjojo, Fatchur Rahman, Mintarti Rahayu. (2017). Service Quality Perception’s Effect on Customer Satisfaction and Repurchase Intention. European Business & Management, 3(3), 37-46. https://doi.org/10.11648/j.ebm.20170303.11

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ACS Style

Nugroho Bani Ismoyo; Djumilah Hadiwidjojo; Fatchur Rahman; Mintarti Rahayu. Service Quality Perception’s Effect on Customer Satisfaction and Repurchase Intention. Eur. Bus. Manag. 2017, 3(3), 37-46. doi: 10.11648/j.ebm.20170303.11

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AMA Style

Nugroho Bani Ismoyo, Djumilah Hadiwidjojo, Fatchur Rahman, Mintarti Rahayu. Service Quality Perception’s Effect on Customer Satisfaction and Repurchase Intention. Eur Bus Manag. 2017;3(3):37-46. doi: 10.11648/j.ebm.20170303.11

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@article{10.11648/j.ebm.20170303.11,
  author = {Nugroho Bani Ismoyo and Djumilah Hadiwidjojo and Fatchur Rahman and Mintarti Rahayu},
  title = {Service Quality Perception’s Effect on Customer Satisfaction and Repurchase Intention},
  journal = {European Business & Management},
  volume = {3},
  number = {3},
  pages = {37-46},
  doi = {10.11648/j.ebm.20170303.11},
  url = {https://doi.org/10.11648/j.ebm.20170303.11},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ebm.20170303.11},
  abstract = {This study aimed to examine and explain the effect of quality perception on customer satisfaction, both directly and through the mediation of value perception that consists of three variables, namely functional value, emotional value and social value. This study also aims to test and describe the direct effect of customer satisfaction on repurchase and it’s indirect effect through the brand choice. This study used a quantitative approach with population are consumers in all branches of Anwar Group minimarket in Bengkulu. The sampling technique used is a convinience sampling with a sample size of 200 respondents were taken from all branches of Anwar Group minimarket. The analytical tool used in this study was Structural Equation Model with Amos 22 software. The results showed that the perception of service quality significantly affected consumer satisfaction. This study also showed that all consumer value which consists of functional value, emotional value, and social value mediate the effect of service quality perception on customer satisfaction. Finally, consumer satisfaction affected repurchase, while the brand choice acted as a partial mediating on the affected of customer satisfaction on repurchase intention.},
 year = {2017}
}

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TY  - JOUR
T1  - Service Quality Perception’s Effect on Customer Satisfaction and Repurchase Intention
AU  - Nugroho Bani Ismoyo
AU  - Djumilah Hadiwidjojo
AU  - Fatchur Rahman
AU  - Mintarti Rahayu
Y1  - 2017/06/05
PY  - 2017
N1  - https://doi.org/10.11648/j.ebm.20170303.11
DO  - 10.11648/j.ebm.20170303.11
T2  - European Business & Management
JF  - European Business & Management
JO  - European Business & Management
SP  - 37
EP  - 46
PB  - Science Publishing Group
SN  - 2575-5811
UR  - https://doi.org/10.11648/j.ebm.20170303.11
AB  - This study aimed to examine and explain the effect of quality perception on customer satisfaction, both directly and through the mediation of value perception that consists of three variables, namely functional value, emotional value and social value. This study also aims to test and describe the direct effect of customer satisfaction on repurchase and it’s indirect effect through the brand choice. This study used a quantitative approach with population are consumers in all branches of Anwar Group minimarket in Bengkulu. The sampling technique used is a convinience sampling with a sample size of 200 respondents were taken from all branches of Anwar Group minimarket. The analytical tool used in this study was Structural Equation Model with Amos 22 software. The results showed that the perception of service quality significantly affected consumer satisfaction. This study also showed that all consumer value which consists of functional value, emotional value, and social value mediate the effect of service quality perception on customer satisfaction. Finally, consumer satisfaction affected repurchase, while the brand choice acted as a partial mediating on the affected of customer satisfaction on repurchase intention.
VL  - 3
IS  - 3
ER  -

Copy | Download