DOI: https://doi.org/10.14710/jbs.34.2.149-156

The Influence of Service Quality and Product Quality on Repurchase Intention with Customer Satisfaction as Intervening Variable on Bubur Ayam Jakarta Ronggo Pekanbaru

*Fitria Mardhatillah  -  Department of Management, University of Riau, Indonesia

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Abstract

This study aims to determine the influence of service quality and product quality on repurchase intention with customer satisfaction as intervening variable on Bubur Ayam Jakarta Ronggo Pekanbaru  In this study, data collected from 100 respondents In this study, data collected from 100 respondents who have visited more than 2 times with the age of 12 years and over and domiciled in Pekanbaru were analyzed using SEM-PLS. The results showed that service quality has a positive and significant effect on customer satisfaction and repurchase intention, while product quality has no significant effect on customer satisfaction and repurchase intention. Customer satisfaction is proven to have a positive and significant influence on repurchase intention and acts as a significant mediator in the relationship between service quality and repurchase intention. However, customer satisfaction does not significantly mediate the relationship between product quality and repurchase intention.

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Keywords: Service Quality; Product Quality; Customer Satisfaction; Repurchase Intention

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Language : EN
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