The impact of service quality, perceived value, customer satisfaction toward repurchase intention of Starbucks in South Korea

Cho, Yeong Hun (2021) The impact of service quality, perceived value, customer satisfaction toward repurchase intention of Starbucks in South Korea. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

This study aims to understand the influence of service quality and perceived value on the relationship between customer satisfaction and repurchase intention towards Starbucks in South Korea. The approach of this study is quantitative research with data collection method using the electronic questionnaires via Google form. The respondents of this study are customer who have been to Starbucks. This study used SmartPLS 3.3.2 for the measurement. The outer model consists of validity and reliability measurements, while the inner model consists of measurements of multicollinearity, R-square, T-statistics, and P- value tests. Furthermore, structural equation modelling was performed to test the construct relations in the theoretical framework of this study. The result of this study shows that although service quality does not have a direct significant influence towards repurchase intention, the existence of service quality combined with perceived value have an indirect influence towards the relationship of customer satisfaction and repurchase intention.

Item Type: Thesis (Bachelor)
Creators:
CreatorsNIMEmail
Cho, Yeong HunNIM00000025406ch5406@student.uph.edu
Contributors:
ContributionContributorsNIDN/NIDKEmail
Thesis advisorSembel, Jacquelinda SandraNIDN0001046202sandra.sembel@uph.edu
Uncontrolled Keywords: Service Quality; Perceived Value; Customer Satisfaction; Repurchase Intention
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HD Industries. Land use. Labor
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: University Subject > Current > Faculty/School - UPH Karawaci > Business School > Management
Current > Faculty/School - UPH Karawaci > Business School > Management
Depositing User: Users 18712 not found.
Date Deposited: 30 Jun 2021 09:04
Last Modified: 25 Feb 2022 01:35
URI: http://repository.uph.edu/id/eprint/40166

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