Pengaruh kualitas produk dan kualitas pelayanan terhadap minat beli ulang dengan kepuasan konsumen sebagai variabel intervening pada restoran Texas Chicken di Jakarta = The impact of product quality and service quality on repurchase intention with consumer satisfaction as intervening variables in texas chicken restaurant Jakarta

Michaela, Janice and Indrawati, Nathania and Dewi, Ni Made Luna Krisna (2019) Pengaruh kualitas produk dan kualitas pelayanan terhadap minat beli ulang dengan kepuasan konsumen sebagai variabel intervening pada restoran Texas Chicken di Jakarta = The impact of product quality and service quality on repurchase intention with consumer satisfaction as intervening variables in texas chicken restaurant Jakarta. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Minat beli ulang menjadi salah satu faktor penting yang dapat mempengaruhi keberhasilan suatu perusahaan. Tingginya tingkat minat beli ulang konsumen terhadap perusahaan mengindikasikan bahwa konsumen tidak berpindah preferensinya ke kompetitor. Hal ini menjadi salah satu hal yang dapat menjamin kesuksesan perusahaan di masa mendatang. Penelitian ini bertujuan untuk menguji dan menganalisis apakah ada hubungan antar variabel kualitas produk, kualitas pelayanan, kepuasan konsumen dan minat beli ulang pada konsumen Texas Chicken Jakarta. Dalam penelitian ini terdapat populasi yang merupakan konsumen Texas Chicken Jakarta dengan jumlah sampel 150 responden. Metode penelitian yang digunakan dalam penelitian ini adalah penelitian kuantitatif dan menggunakan dasar data dengan kuesioner sebagai teknik pengambilan sampel. Penelitian ini memakai non-probability sampling dengan memakai teknik purposive sampling. Teknik analisis data yang digunakan yaitu SmartPLS versi 3.0. Hasil penelitian ini menunjukkan (1) kualitas produk dan kualitas pelayanan berpengaruh terhadap kepuasan konsumen; (2) kualitas produk tidak berpengaruh terhadap minat beli ulang; (3) kualitas pelayanan berpengaruh terhadap minat beli ulang; (4) kepuasan konsumen berpengaruh terhadap minat beli ulang; (5) kualitas produk berpengaruh terhadap minat beli ulang melalui kepuasan konsumen; (6) kualitas pelayanan berpengaruh terhadap minat beli ulang melalui kepuasan konsumen. / Repurchase intention is one of the important factors that can influence the success of a company. The high level of consumer repurchase interest in the company indicates that consumers do not move their preferences to competitors. This has become one of the things that can guarantee the company's success in the future. This study aims to test and analyze whether there is a relationship between variables of product quality, service quality, customer satisfaction and repurchase interest in Texas Chicken Jakarta consumers. In this study there is a population of Texas Chicken Jakarta consumers with a sample of 150 respondents. The research method used in this research is quantitative research and uses basic data with a questionnaire as a sampling technique. This research uses non-probability sampling by using purposive sampling technique. The data analysis technique used is SmartPLS version 3.0. The results of this study indicate (1) product quality and service quality affect customer satisfaction; (2) product quality has no effect on repurchase interest; (3) service quality influences repurchase intention; (4) consumer satisfaction influences repurchase interest; (5) product quality influences repurchase interest through customer satisfaction; (6) service quality influences repurchase interest through customer satisfaction.

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