Analisis Hubungan Antara Kualitas Pelayanan dan Kepuasan Pelanggan Dalam Pembentukan Intensi Pembelian Konsumen Matahari Group di Daerah Istimewa Yogyakarta
| Main Author: | Salamatun, Asakdiyah |
|---|---|
| Format: | Article PeerReviewed Book |
| Bahasa: | eng |
| Subjects: | |
| Online Access: |
http://eprints.uad.ac.id/20972/1/Analisis%20Hubungan%20Antara%20Kualitas%20Pelayanan%20dan%20Kepuasan%20Pelanggan%20Dalam%20Pembentukan%20Intensi%20Pembelian%20Konsumen%20Matahari%20Group.pdf http://eprints.uad.ac.id/20972/ |
Daftar Isi:
- The research aimed to test relationship between service quality and customer satisfaction, and interaction between service quality and customer satisfaction in establishment of customer's purchasing intention. The research was conducted at departement store managed by Matahari Group in Daerah Istimewa Yogyakarta. Samples were determined by convinience sampling method and purposive sampling method with reponden that numbered 140 persons. Gathering data was done by way of giving customers the question list that contained about service quality, customer satisfaction, and customers purchasing intention. Analysis method in this research used Analysis Regression Moderator Based on Model that was instituted by Taylor and Baker (1994). The Result of this research shown the existence of significant association between service quality and customers satisfactions among service quality and customer satisfaction toward customers purchasing intention. Interaction between service quality and customer satisfaction explains rather the variance of purchasing intention. Interaction between service quality and customer satisfaction explains rather the variance of purchasing intention than each variable. it is shown by R-Square resulted that it as big as 78,8%