Kwantana, Michelle (2024) The influence of brand image and food quality on repurchase intention mediated by customer satisfaction in Bakmie Khek Selat Panjang, S. Parman Street Medan. Bachelor thesis, Universitas Pelita Harapan.
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Abstract
The rapid growth of the Indonesian food and beverage industry has
resulted in increased competition, leading to challenges in brand image and food
quality for the Bakmie Khek Selat Panjang branch on S. Parman Street, Medan.
The research aimed to analyze the influence of brand image and food
quality on repurchase intentions through customer satisfaction. Seven hypotheses
were tested using quantitative methods, and the samples were collected through
non-probability sampling, specifically purposive sampling.
Before the main analysis, validity and reliability were assessed through a
pretest. Data were collected from 97 customers via questionnaires and were
analyzed using SPSS 25.0 for classical assumption testing, path analysis, and
hypothesis testing.
The findings showed that Brand Image (X1) and Food Quality (X2)
significantly and positively influenced Customer Satisfaction (Z) and Repurchase
Intention (Y). Additionally, Customer Satisfaction (Z) was found to significantly
and positively influence Repurchase Intention (Y). Significant influences on
Repurchase Intention (Y) were also observed for both Brand Image (X1) and
Food Quality (X2) through Customer Satisfaction (Z).
Enhancing brand positioning, implementing quality control measures, and
establishing a customer feedback system to encourage repeat purchases are
recommendations for improvement. / Pertumbuhan pesat industri makanan dan minuman di Indonesia telah
mengakibatkan meningkatnya persaingan, yang menyebabkan tantangan dalam
citra merek dan kualitas makanan untuk cabang Bakmie Khek Selat Panjang di
Jalan S. Parman, Medan.
Penelitian ini bertujuan untuk menganalisis pengaruh citra merek dan
kualitas makanan terhadap niat membeli kembali melalui kepuasan pelanggan.
Tujuh hipotesis diuji menggunakan metode kuantitatif, dan sampel dikumpulkan
melalui pengambilan sampel non-probabilitas, khususnya dengan purposive
sampling.
Sebelum analisis utama, validitas dan reliabilitas dinilai melalui uji awal.
Data dikumpulkan dari 97 pelanggan melalui kuesioner dan dianalisis
menggunakan SPSS 25.0 untuk pengujian asumsi klasik, analisis jalur, dan
pengujian hipotesis.
Hasil penelitian menunjukkan bahwa Citra Merek (X1) dan Kualitas
Makanan (X2) berpengaruh signifikan dan positif terhadap Kepuasan Pelanggan
(Z) dan Niat Membeli Kembali (Y). Selain itu, Kepuasan Pelanggan (Z) juga
ditemukan memiliki pengaruh signifikan dan positif terhadap Niat Membeli
Kembali (Y). Pengaruh signifikan terhadap Niat Membeli Kembali (Y) juga
diamati untuk Citra Merek (X1) dan Kualitas Makanan (X2) melalui Kepuasan
Pelanggan (Z).
Rekomendasi untuk perbaikan meliputi peningkatan posisi merek,
penerapan langkah-langkah pengendalian kualitas, dan pembentukan sistem
umpan balik pelanggan untuk mendorong pembelian ulang.
Item Type: | Thesis (Bachelor) |
---|---|
Creators: | Creators NIM Email ORCID Kwantana, Michelle NIM03013210017 forschoolmichellek@gmail.com UNSPECIFIED |
Contributors: | Contribution Contributors NIDN/NIDK Email Thesis advisor Khong, Rifin NIDN0103037603 rifin.khong@lecturer.uph.edu |
Uncontrolled Keywords: | Brand Image; Food Quality; Customer Satisfaction; Repurchase Intention |
Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
Divisions: | University Subject > Current > Faculty/School - UPH Medan > Faculty of Law > 74201 - Department of Law Current > Faculty/School - UPH Medan > Faculty of Law > 74201 - Department of Law |
Depositing User: | Michelle Kwantana |
Date Deposited: | 25 Feb 2025 03:35 |
Last Modified: | 25 Feb 2025 03:35 |
URI: | http://repository.uph.edu/id/eprint/67210 |