Analisis pengaruh product quality, service quality dan salesperson competence terhadap repurchase intention melalui customer satisfaction dan trust of manufacturepada pelanggan kafe excelso di Surabaya

Nurulitasari, Adinda (2017) Analisis pengaruh product quality, service quality dan salesperson competence terhadap repurchase intention melalui customer satisfaction dan trust of manufacturepada pelanggan kafe excelso di Surabaya. Bachelor thesis, Universitas Pelita Harapan Surabaya.

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Abstract

Dalam dunia perindustrian, sektor yang akan tetap memiliki potensi dan akan terus bertumbuh adalah industri makanan dan minuman. Industri ini tidak akan terpengaruh oleh krisis global yang terjadi, karena makanan dan minuman merupakan kebutuhan pokok bagi manusia. Seiring dengan berkembangnnya zaman, masyarakat kota pada saat ini mengalami perubahan gaya hidup (lifestyle). Kafe merupakan industry kuliner yang memasukkan lifestyle didalamnya, salah satu Kafe yang berasal dari Indonesia adalah Excelso. Excelso mengkonsep gerainya yang tak kalah dengan pesaing asing sehingga anak Kapal Api Group ini mampu meraih Best Brand Award ke-14 kalinya pada tahun 2015 (http://swa.co.id/, diunduh 24 Mei 2017). Penelitian ini ditujukan untuk menganalisa pengaruh variabel product quality, service quality, salesperson competence, customer satisfaction dan trust of manufacture terhadap repurchase intention Pelanggan dari Kafe Excelso di Surabaya. Sampel yang digunakan pada penelitian ini yaitu pada laki-laki dan wanita berusia 18-60 yang tinggal di wilayah kota Surabaya sejumlah 135 responden yang telah melakukan pembelian produk dari Kafe Excelso di Surabaya yang dimaksud disini juga lebih spesifik, yaitu dengan minimal dua kali dalam kurun waktu tiga bulan terakhir. Untuk pengolahan dan penganalisaan data dalam penelitian ini yaitu dengan menggunakan SPSS sebagai software untuk mengolah data. Hasil analisis menunjukkan bahwa Statistical product and service solutions (SPSS) dengan software 22.0 sebagai softwere untuk mengolah data. Temuan empiris tersebut mengindikasikan bahwa hubungan product quality memiliki pengaruh terhadap customer satisfaction dengan koefisien regresi sebesar 0.465. service quality memiliki pengaruh terhadap customer satisfaction dengan koefisien regresi sebesar 0.498. Saleperson competence memiliki pengaruh terhadap trust of manufacture dengan koefisien regresi sebesar 0.210. Customer satisfaction memiliki pengaruh terhadap trust of manufacture dengan koefisien regresi sebesar 0.828. Customer satisfaction memiliki pengaruh terhadap repurchase intention dengan koefisien regresi sebesar 0.267. Trust of manufacture memiliki pengaruh terhadap repurchase intention dengan koefisien regresi sebesar 0.346 / In the industrial world, a sector that will remain potential and will continue to grow is the food and beverage industry. This industry will not be affected by the global crisis that occurs, because food and beverages is a basic requirement for humans. Along with the evolution of the times, urban society at this time experiencing lifestyle changes (lifestyle). Cafe is a culinary industry that incorporates a lifestyle inside, one of the cafes originating from Indonesia is Excelso. Excelso conceptualized its outlets as well as foreign competitors so that the group's Fire Shipbuilders were able to achieve the 14th Best Brand Award in 2015 (http://swa.co.id/, downloaded May 24, 2017). This research is aimed to analyze the influence of product quality, service quality, salesperson competence, customer satisfaction, and trust of manufacture toward repurchase intention customers from Kafe Excelso in Surabaya. The sample used in this research is in men and women aged 18-60 who live in the city of Surabaya a number of 135 respondents who have made purchases of products from Kafe Excelso in Surabaya is also more specific here, that is with at least twice in the period The last three months. For processing and analyzing data in this research that is by using SPSS as software to process data. The analysis result shows that Statistical product and service solutions (SPSS) with software 22.0 as softwere to process data. These empirical findings indicate that the relationship of product quality has an influence on customer satisfaction with regression coefficient of 0.465. Service quality has an influence on customer satisfaction with regression coefficient of 0.498. Saleperson competence has an influence on trust of manufacture with regression coefficient of 0.210. Customer satisfaction has influence to trust of manufacture with regression coefficient equal to 0828. Customer satisfaction has an influence on repurchase intention with regression coefficient of 0.267. Trust of manufacture has an influence on repurchase intention with regression coefficient of 0.346

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