The Influence of Service Quality and Customer Satisfaction on Repurchase Intention (Study Inindonesian Drugstore)
Journal Title: International Journal of Business and Management Invention - Year 2018, Vol 7, Issue 5
Abstract
The aimof this research is investigationthe effect of service quality and customer satisfaction on the repurchase intention in Indonesiadrugstore.The Objective is to find out the causes of sales instability in recent months, whether is affected by low service quality.The statistical population of the research is composed of customers in Indonesian drugstore. The measurement sample is estimated 141. Data gathering instrument is a self administered questionnaire and structural equation modeling (SEM) is used for the data analysis.The result shows that a good service quality will increase customer satisfaction, customer satisfaction will increase the customer repurchase intention, and good service quality will also increase the customer repurchase intention in Indonesian drugstore. Another finding suggests that is expected that Indonesian drugstore determines new strategy to maintain service quality and be able to compete in the market.
Authors and Affiliations
Ridwan Nurmansyah, Endang Ruswanti, Mohammad Ungula Januarko
Keywords
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- EP ID EP400563
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