PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN DALAM PEMBENTUKAN INTENSI PEMBELIAN KONSUMEN
The researcher is highly interested in many different opinions among some experts about the influence of service quality and customer satisfaction in establishing purchase intentions. Thus, the purpose of this research is to test such three variables, based on the model proposed by Taylor and Baker...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Muhammadiyah University Press
2007-06-01
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| Series: | Benefit Jurnal Manajemen dan Bisnis |
| Subjects: | |
| Online Access: | http://journals.ums.ac.id/index.php/benefit/article/view/1225 |
| _version_ | 1818288011508449280 |
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| author | Erma Setiawati Sri Murwanti |
| author_facet | Erma Setiawati Sri Murwanti |
| author_sort | Erma Setiawati |
| collection | DOAJ |
| description | The researcher is highly interested in many different opinions among some experts about the
influence of service quality and customer satisfaction in establishing purchase intentions. Thus, the
purpose of this research is to test such three variables, based on the model proposed by Taylor and
Baker (1994) by interacting variables of quality service and customer satisfaction in establishing the
purchase intention with customer satisfaction as a moderator variable between service quality and
purchase intentions.
This research was conducted in Surakarta with research object of two supermarkets. From the
200 questionnaires distributed 188 were return.The result of the research indicate that regression
coefficient of interaction among one supermarket (alfa) is positive and significant (p
≤ 0.05), while one
supermarket (Goro Assalam) is not significant. The value of R2 for two supermarkets was increasing
after the interaction of service quality and customer satisfaction being participated in the model of
moderator regression equality and the result supported in research hypothesis. |
| first_indexed | 2024-12-13T01:49:36Z |
| format | Article |
| id | doaj.art-2524e89ad5a74bd78237745331f8fd28 |
| institution | Directory Open Access Journal |
| issn | 1410-4571 2541-2604 |
| language | English |
| last_indexed | 2024-12-13T01:49:36Z |
| publishDate | 2007-06-01 |
| publisher | Muhammadiyah University Press |
| record_format | Article |
| series | Benefit Jurnal Manajemen dan Bisnis |
| spelling | doaj.art-2524e89ad5a74bd78237745331f8fd282022-12-22T00:03:32ZengMuhammadiyah University PressBenefit Jurnal Manajemen dan Bisnis1410-45712541-26042007-06-011017992987PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN DALAM PEMBENTUKAN INTENSI PEMBELIAN KONSUMENErma Setiawati0Sri Murwanti1Fakultas Ekonomi Universitas Muhammadiyah SurakartaFakultas Ekonomi Universitas Muhammadiyah SurakartaThe researcher is highly interested in many different opinions among some experts about the influence of service quality and customer satisfaction in establishing purchase intentions. Thus, the purpose of this research is to test such three variables, based on the model proposed by Taylor and Baker (1994) by interacting variables of quality service and customer satisfaction in establishing the purchase intention with customer satisfaction as a moderator variable between service quality and purchase intentions. This research was conducted in Surakarta with research object of two supermarkets. From the 200 questionnaires distributed 188 were return.The result of the research indicate that regression coefficient of interaction among one supermarket (alfa) is positive and significant (p ≤ 0.05), while one supermarket (Goro Assalam) is not significant. The value of R2 for two supermarkets was increasing after the interaction of service quality and customer satisfaction being participated in the model of moderator regression equality and the result supported in research hypothesis.http://journals.ums.ac.id/index.php/benefit/article/view/1225service quality,customer satisfaction,purchase intentions |
| spellingShingle | Erma Setiawati Sri Murwanti PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN DALAM PEMBENTUKAN INTENSI PEMBELIAN KONSUMEN Benefit Jurnal Manajemen dan Bisnis service quality,customer satisfaction,purchase intentions |
| title | PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN DALAM PEMBENTUKAN INTENSI PEMBELIAN KONSUMEN |
| title_full | PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN DALAM PEMBENTUKAN INTENSI PEMBELIAN KONSUMEN |
| title_fullStr | PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN DALAM PEMBENTUKAN INTENSI PEMBELIAN KONSUMEN |
| title_full_unstemmed | PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN DALAM PEMBENTUKAN INTENSI PEMBELIAN KONSUMEN |
| title_short | PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN DALAM PEMBENTUKAN INTENSI PEMBELIAN KONSUMEN |
| title_sort | pengaruh kualitas pelayanan dan kepuasan pelanggan dalam pembentukan intensi pembelian konsumen |
| topic | service quality,customer satisfaction,purchase intentions |
| url | http://journals.ums.ac.id/index.php/benefit/article/view/1225 |
| work_keys_str_mv | AT ermasetiawati pengaruhkualitaspelayanandankepuasanpelanggandalampembentukanintensipembeliankonsumen AT srimurwanti pengaruhkualitaspelayanandankepuasanpelanggandalampembentukanintensipembeliankonsumen |