PERAN VARIABEL EMOSI PENILAIAN, KEPUASAN PELANGGAN SEBAGAI PEMEDIASI PENGARUH KUALITAS LAYANAN TERHADAP NIAT PEMBELIAN ULANG PADA PELANGGAN KFC DI SURABAYA
Daftar Isi:
- The study investigates the effect of service quaity, apprasial emotion, satisfaction and repurchase intentions with the criteria of choise on KFC’s customer. Data were collected from 130 respondents of a fast food customer. The design of this study using non probability sampling with judgement sampling. The method analysis used in this research is path analisis test using the program SPSS for windows 19. The result also showed that just five hypothesis was accepted, fisrt is service quality has a significant appraisal emotion KFC customers in Surabaya,Service quality has a significantly influence on customer satisfaction KFC In Surabaya, Appraisal emotion significantly influence on customer satisfaction KFC In Surabaya, Customer satisfaction significantly influence on customer repurchase intention KFC In Surabaya and the last service quality significantly influence repurchase intentions through emotional mediation assessment and customer satisfaction KFC in Surabaya. Keyword : Service quality, Appraisal emotion,customer satisfaction, Repurchase intention