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

Citation Format:
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.

Fulltext View|Download Email colleagues
Keywords: Service Quality; Product Quality; Customer Satisfaction; Repurchase Intention

Article Metrics:

Article Info
Section: Articles
Language : EN
Most cited articles
CORPORATE GOVERNANCE: STATE OF THE ART PENGARUH KEADILAN PROSEDURAL DAN DISTRIBUTIF TERHADAP KEPUASAN KERJA DAN KOMITMEN AFEKTIF ENTRY BARRIER Antara Persaingan Potensial dan Aktual EFFECT OF ROLE CONFLICT AND ROLE OVERLOAD TO BURNOUT AND ITS IMPACT ON CYBERLOAFING (STUDY ON PT PLN (PERSERO) PUSAT MANAJEMEN KONSTRUKSI) ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI STRUKTUR MODAL (Studi Perbandingan Pada Manufacture Multinational Company dan Manufacture Domestic Corporation di Bursa Efek Indonesia) More cited articles
  1. Ahmed, S., Al Asheq, A., Ahmed, E., Chowdhury, U. Y., Sufi, T., & Mostofa, M. G. (2023). The intricate relationships of consumers’ loyalty and their perceptions of service quality, price and satisfaction in restaurant service. TQM Journal, 35(2), 519–539. https://doi.org/10.1108/TQM-06-2021-0158
  2. Aldiki, E. P., Hidayati, L. L. A., & Anisa, F. (2022). The Influence of Price and Product Quality on Repurchase Decision with Consumer Satisfaction as a Mediation Variable. Urecol Journal. Part B: Economics and Business, 2(2), 98–110. https://doi.org/10.53017/ujeb.168
  3. Andari, D. S., & Mathori, M. (2023). Pengaruh Kualitas Pelayanan Terhadap Minat Beli Ulang Mie Gacoan Yogyakarta Dengan Kepuasan Konsumen Sebagai Variabel Mediasi. Jurnal Riset Akuntansi Dan Bisnis Indonesia, 3(2), 468–489. https://doi.org/10.32477/jrabi.v3i2.718
  4. Antika, P., Nursanjaya, & Sufi. (2024). Pengaruh Kualitas Pelayanan Dan Kualitas Produk Terhadap Minat Pembelian Ulang Di Restoran Aneska Aceh Tamiang. PubBis : Jurnal Pemikiran Dan Penelitian Administrasi Publik Dan Administrasi Bisnis, 8(2), 202–211. https://doi.org/10.35722/jurnalpubbis.v8i2.1109
  5. Aprilia, Y., & Andarini, S. (2023). Pengaruh Product Quality dan Brand Trust terhadap Repurchase Intention Melalui Customer Satisfaction sebagai Variabel Intervening pada Produk Kecantikan Brand Somethinc. Al-Kharaj : Jurnal Ekonomi, Keuangan & Bisnis Syariah, 5(6), 3193–3205. https://doi.org/10.47467/alkharaj.v5i6.3649
  6. Awi, Y. L., & Chaipoopirutana, S. (2014). A Study of Factors Affecting Consumer’s Repurchase Intention Toward XYZ Restaurant, Myanmar. 181–184. https://doi.org/10.15242/icehm.ed0814093
  7. Bilgies, A. F. (2017). Peran Kualitas Produk, Harga Dan Kualitas Layanan Terhadap Kepuasan Pelanggan Billagio Skincare Clinic Sidoarjo. Ekonika : Jurnal Ekonomi Universitas Kadiri, 1(1), 78–90. https://doi.org/10.30737/ekonika.v1i1.7
  8. Dwiana Putri, A., & Astuti, R. T. (2017). Faktor-Faktor Yang Mempengaruhi Kepuasan Konsumen Serta Dampaknya Terhadap Minat Beli Ulang Konsumen (Studi Pada Blends Pasta & Chocolate Cabang Unika Semarang). Diponegoro Journal of Management, 6(2), 1–10. http://ejournal-s1.undip.ac.id/index.php/dbr
  9. Elvina, C., & Lestari, R. B. (2022). Pengaruh Kualitas Pelayanan, Nilai Pelanggan, Kualitas Produk, Dan Harga Terhadap Kepuasan Pelanggan Ichiban Sushi Di Palembang Trade Center. Publikasi Riset Mahasiswa Manajemen, 3(2), 128–141. https://doi.org/10.35957/prmm.v3i2.2315
  10. Fandy Tjiptono (penulis) ; Gregorius Chandra (penulis) ; Fandy Tjiptono (penyunting).Service Quality & Customer Satisfaction / Penulis, Fandy Tjiptono, Gregorius Chandra; Penyunting, Fandy Tjiptono .2019
  11. Girsang, N. M., Rini, E. S., & Gultom, P. (2020). The Effect Of Brand Image And Product Quality On Re-Purchase Intention With Customer Satisfaction As Intervening Variables In Consumers Of Skincare Oriflame Users – A Study On Students Of North Sumatra. European Journal of Management and Marketing Studies, 5(1), 40–57. https://doi.org/10.5281/zenodo.3627548
  12. Glatia, H., Purba, F., Madiawati, P. N., Bisnis, A., Ekonomi, F., & Telkom, U. (2024). Pengaruh Kualitas Produk Dan Kualitas Layanan Terhadap Minat Beli Ulang Pelanggan Mie Gacoan Cabang Buah Batu Bandung Melalui Kepuasan Pelanggan. 11(6), 5357–5368
  13. Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). The Results of PLS-SEM Article information. European Business Review, 31(1), 2–24
  14. Hanaysha, J. (2016). Testing the effects of food quality, price fairness, and physical environment on customer satisfaction in fast food restaurant industry. Journal of Asian Business Strategy, 6(2), 31–40. https://doi.org/10.18488/journal.1006/2016.6.2/1006.2.31.40
  15. Haryanto, B., Purwanto, D., Dewi, A. S., & Cahyono, E. (2019). How does the type of product moderate consumers’ buying intentions towards traditional foods? (Study of consumer behavior in Indonesia). Journal of Asia Business Studies, 13(4), 525–542. https://doi.org/10.1108/JABS-10-2018-0299
  16. Hasanah, N., & Chrismardani, Y. (2024). the Effect of Product Quality and Perceived Price on Customer Satisfaction of Mie Endess in Kamal District. Jurnal Bisnis Dan Manajemen, 5(04), 18–28. https://doi.org/10.23960/jbm.v20i1.2194
  17. Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer repurchase intention: A general structural equation model. European Journal of Marketing, 37(11–12), 1762–1800. https://doi.org/10.1108/03090560310495456
  18. Hermanto, K., & Cahyadi, I. (2019). Minat Beli Ulang Fast Food Ayam Goreng Tepung. Jurnal Hospitality Dan Manajemen Jasa, 3(2), 561–573
  19. Hidayat, D., Bismo, A., & Basri, A. R. (2020). the Effect of Food Quality and Service Quality Towards Customer Satisfaction and Repurchase Intention (Case Study of Hot Plate Restaurants). Manajemen Bisnis, 10(1), 1. https://doi.org/10.22219/jmb.v10i1.11913
  20. Hidayat, D., Bismo, A., & Basri, A. R. (2020). the Effect of Food Quality and Service Quality Towards Customer Satisfaction and Repurchase Intention (Case Study of Hot Plate Restaurants). Manajemen Bisnis, 10(1), 1. https://doi.org/10.22219/jmb.v10i1.11913
  21. Ilat, L. V, Murni, S., & Parengkuan, T. (2018). Analisis Pengaruh Produk Dan Harga Terhadap Keputusan Pembelian Ulang Ulang Pada Ukm D’cendol 77 Di Eic Unsrat. Jurnal EMBA, 6(4), 2548 – 2557
  22. Ilmy Setya Budy, K. (2023). Pengaruh Kualitas Produk, Kualitas Pelayanan Dan Harga Terhadap Minat Beli Ulang Konsumen Korean Food Yeobo Topokki. Bisnis, Dan Sosial), 1(2), 131–143
  23. Iskandar, H. (2022). Analisis Pengaruh Kualitas Produk terhadap Keputusan Pembelian di Restoran Remaja Kuring Serpong. Jurnal Manajemen Perhotelan Dan Pariwisata, 4(2), 75–89. https://doi.org/10.23887/jmpp.v4i2.43909
  24. Jenderal Penguatan Riset dan Pengembangan, D., Zuhdi, R., Kesuma, M., & Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Syiah Kuala, P. (2022). Pengaruh Harga, Citra Merek Dan Kualitas Produk Terhadap Minat Beli Ulang Yang Dimediasi Oleh Kepuasan Konsumen Pada Usaha Food and Beverage Dongdongg.Id Banda Aceh. Jurnal Ilmiah Mahasiswa Ekonomi Manajemen TERAKREDITASI SINTA, 4(3), 554–570. http:jim.unsyiah.ac.id/ekm
  25. Jurnal, S., Manajemen, L., & Riyanto, K. (2023). Pengaruh Penetapan Harga , Kualitas Produk , Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Abstrak Pendahuluan Perkembangan dunia usaha dan bisnis saat ini tumbuh dengan pesat , berdampak pada Score : Jurnal Lentera Manajemen Pemasaran Indeks kepuasa. 01(01), 30–37
  26. Knight, J.B., Kotschevar, L. (2000).Quality Food Production Planning and Management: 3rd Edition. Canada: Simultaneously

Last update:

No citation recorded.

Last update: 2026-11-07 06:43:35

No citation recorded.