Effect of Service Quality on Repurchase Intention through Customer Satisfaction as an Intervening Variable

https://doi.org/10.55529/jmc.44.41.49

Authors

  • Rahmat Kurnia Batubara Master of Management, Universitas Sumatera Utara, Indonesia.
  • Yeni Absah Master of Management, Universitas Sumatera Utara, Indonesia.
  • Vivi Gusrini Rahmadani Pohan Master of Management, Universitas Sumatera Utara, Indonesia.

Keywords:

Service Quality, Repurchase Intention, Customer Satisfaction.

Abstract

This research aims to analyze the effect of service quality on repurchase intention through customer satisfaction as an intervening variable at Public Fuel Filling Station Number 13227108, Jalan Jenderal Besar A. H. Nasution, Padangsidimpuan Batunadua District, Padangsidimpuan City. The research used in this research is associative research. The population in this study were customers of Public Fuel Filling Station Number 13227108, Jalan Jenderal Besar A. H. Nasution, Padangsidimpuan Batunadua District, and Padangsidimpuan City, the number of whom is unknown. By calculating the number of indicators as 17 times 7, the sample size for this study was 119 people. In this research, the data analysis method used is structural equation modeling-partial least squares (SEM-PLS) using SmartPLS software. Based on the research results show that service quality has a positive and significant effect on customer satisfaction at Public Fuel Filling Station Number 13227108, Jalan Jenderal Besar A. H. Nasution, Padangsidimpuan Batunadua District, and Padangsidimpuan City. Service quality has a positive and significant effect on repurchase intention at Public Fuel Filling Station Number 13227108, Jalan Jenderal Besar A. H. Nasution, Padangsidimpuan Batunadua District, and Padangsidimpuan City. Customer satisfaction has a positive and significant effect on repurchase intention at Public Fuel Filling Station Number 13227108, Jalan Jenderal Besar A. H. Nasution, Padangsidimpuan Batunadua District, and Padangsidimpuan City. Service quality has a significant effect on repurchase intention through customer satisfaction at Public Fuel Filling Station Number 13227108, Jalan Jenderal Besar A. H. Nasution, Padangsidimpuan Batunadua District, and Padangsidimpuan City.

Published

2024-06-04

How to Cite

Rahmat Kurnia Batubara, Yeni Absah, & Vivi Gusrini Rahmadani Pohan. (2024). Effect of Service Quality on Repurchase Intention through Customer Satisfaction as an Intervening Variable. Journal of Multidisciplinary Cases (JMC) ISSN 2799-0990, 4(4), 41–49. https://doi.org/10.55529/jmc.44.41.49