文章基本信息

标题：PENGARUH KUALITAS PELAYANAN DAN KEPUASAN PELANGGAN DALAM PEMBENTUKAN INTENSI PEMBELIAN KONSUMEN
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作者：Erma Setiawati ; Sri Murwanti
期刊名称：Benefit Jurnal Manajemen dan Bisnis
印刷版ISSN：1410-4571
电子版ISSN：2541-2604
出版年度：2006
卷号：10
期号：1
页码：79-92
DOI：10.23917/benefit.v10i1.1225
语种：Indonesian
出版社：Muhammadiyah University Press
摘要：The researcher is highly interested in many different opinions among some experts about the influence of service quality and customer satisfaction in establishing purchase intentions. Thus,the purpose of this research is to test such three variables,based on the model proposed by Taylor and Baker (1994) by interacting variables of quality service and customer satisfaction in establishing the purchase intention with customer satisfaction as a moderator variable between service quality and purchase intentions. This research was conducted in Surakarta with research object of two supermarkets. From the 200 questionnaires distributed 188 were return.The result of the research indicate that regression coefficient of interaction among one supermarket (alfa) is positive and significant (p≤ 0.05),while one supermarket (Goro Assalam) is not significant. The value of R2 for two supermarkets was increasing after the interaction of service quality and customer satisfaction being participated in the model of moderator regression equality and the result supported in research hypothesis.
关键词：service quality;customer satisfaction;purchase intentions