Pengaruh Kualitas Pelayanan, Persepsi Harga, dan Kepuasan terhadap Minat Beli Ulang dengan Citra Toko sebagai Variabel Intervening
Keywords:
kualitas pelayanan, persepsi harga, kepuasan, minat beli ulang, SEM
Abstract
Kepuasan konsumen merupakan sebuah rasa yang dimiliki oleh konsumen yang diutarakan ketika membeli sebuah produk yang dibeli. Adanya kualitas produk yang dimiliki oleh perusahaan, maka konsumen dapat diberikan sebuah layanan yang sangat baik. Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh kualitas pelayanan, persepsi harga dan kepuasan terhadap minat beli ulang dengan citra toko sebagai variable intervening pada Toko Kurnia di Karangjati, Kabupaten Semarang. Metode penelitian yang digunakan yaitu kuantitatif. Sumber data yang digunakan dalam penelitian ini adalah data primer. Teknik pengambilan sampel dengan kuesioner oleh 150 responden. Penelitian ini diolah menggunakan Structural Equation Modeling (SEM). Hasil penelitian menunjukkan bahwa semua hipotesis di terima.
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References
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Diallo, Mbaye Fall. (2012). Effects Of Store Image And Store Brand Price-Image On Store Brand Purchase Intention: Application To An Emerging Market. Journal Of Retailing And Consumer Services, 19(3), 360–367. Google Scholar
Diallo, Mbaye Fall, Burt, Steve, & Sparks, Leigh. (2015). The Influence Of Image And Consumer Factors On Store Brand Choice In The Brazilian Market: Evidence From Two Retail Chains. European Business Review. Journal of Retailing and Consumer Services 19 (3), 360-367. Google Scholar
Dwi, Florentinus Bigar Anung Anandita Sumarno. (2015). Analisis Pengaruh Kepercayaan, Keamanan, Kualitas Pelayanan, Dan Persepsi Akan Risiko Terhadap Keputusan Pembelian Melalui Situs Jejaring Sosial. Jurnal Ekonomi Dan Kewirausahaan, 15(2), 203-207. Google Scholar
Erdil, T. Sabri. (2015). Effects Of Customer Brand Perceptions On Store Image And Purchase Intention: An Application In Apparel Clothing. Procedia-Social And Behavioral Sciences, 207, 196–205. Google Scholar
GarcÃa GarcÃa, Alejandro. (2020). Guerra Comercial Usa-China: Efectos En Los Principales Tipos De Cambio. Espanol. Dikutip dari https://eprints.ucm.es/61446/ Google Scholar
Ghozali, Imam. (2017). Pengaruh Motivasi Kerja, Kepuasan Kerja Dan Kemampuan Kerja Terhadap Kinerja Pegawai Pada Kantor Kementerian Agama Kabupaten Banjar. Jurnal Ilmiah Ekonomi Bisnis, 3(1), 130-137. Google Scholar
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Kurniawan, Brahma Wahyu. (2018). Lingkungan Toko Terhadap Kepuasan Konsumen Dalam Berbelanja. Akutansi Bisnis & Manajemen (Abm), 25(1), 1–11. Google Scholar
Luftiani, Eva Inayah. (2016). Pengaruh Persepsi Kualitas, Citra Merek, Dan Persepsi Harga Terhadap Minat Pembelian Pada Produk Merek Toko (Studi Kasus Pada Konsumen Bio Organik Di Supermarket Superindo Yogyakarta). Skripsi Fakultas Ekonomi Universitas Negeri Yogyakarta. Dikutip dari http://eprints.uny.ac.id/32072/1/EvaInayahLuftiani_12808144067.pdf. Google Scholar
Naveed, Rana Tahir, & Irfan, Muhammad. (2019). The Effect Of General Banking Information Technology System On Customers’satisfaction With The Moderating Effect Of Customer Trust: An Empirical Study From Pakistani Commercial (Islamic) Banks. Al-Qalam, 24(1), 387–401. Google Scholar
Nilsson, Johanna, & Wall, Olle. (2017). Online Customer Experience, Satisfaction And Repurchase Intention For Online Clothing Retailing. Sweden: University of Gothenburg. Google Scholar
Santikayasa, I. Made Ari, & Santika, I. Wayan. (2019). Peran Citra Toko Dalam Memediasi Pengaruh Kualitas Pelayanan Terhadap Niat Beli Ulang Konsumen. E-Jurnal Manajemen, 8(2), 1144–1174. Google Scholar
Sartono, Savitri, & Respati, Harianto. (2021). Analisis Pengaruh Budaya Organisasi Dan Sistem Tanggung Renteng Terhadap Perilaku Anggota Yang Berdampak Kepada Keamanan Usaha Di Koperasi Setia Budi Wanita Malang. Jurnal Riset Inspirasi Manajemen Dan Kewirausahaan, 5(1), 58–66. Google Scholar
Silva, Tarsis Souza, & Giraldi, Janaina De Moura Engracia. (2010). The Influence Of Store Image On Customer Satisfaction: A Case Study Of A Shoe Store. Brazilian Business Review, 7(2), 60–77. Google Scholar
Sparks, Leigh. (2014). 07 Tesco’s Supply Chain Management. Logistics And Retail Management: Emerging Issues And New Challenges In The Retail Supply Chain, 149. Google Scholar
Sugiyono, Sugiyono. (2010). Metode Penelitian Kuantitatif Dan Kualitatif Dan R&D. Alfabeta Bandung. Google Scholar
Suhaily, Lily, & Soelasih, Yasintha. (2017). What Effects Repurchase Intention Of Online Shopping. International Business Research, 10(12), 113–122. Google Scholar
Surjaatmadja, Surachman, & Purnawan, Daruendra. (2018). Store Image, Service Quality, And Familiarity On Purchase Intention Of Private Label Brand In Indonesia. International Review Of Management And Marketing, 8(1), 79–85. Google Scholar
Suryana, Popo, & Dasuki, Eliyandi Sumar. (2013). Analisis Faktor Yang Mempengaruhi Keputusan Pembelian Dan Implikasinya Pada Minat Beli Ulang. Trikonomika, 12(2), 190–200. Google Scholar
Sutopo, Eko, Sudarwati, Sudarwati, & Istiqomah, Istiqomah. (2019). Pengaruh Manajemen Mutu Dan Kualitas Pelayanan Terhadap Kepuasan Pasien Rawat Inap Di Rsud Kabupaten Karanganyar. Jurnal Ilmiah Edunomika, 3(01). Doi: http://dx.doi.org/10.29040/jie.v3i01.451. Google Scholar
Syahroni, Imam, Lukiana, Ninik, & Kasim, Kasno T. (2018). Pengaruh Kualitas Produk, Harga Dan Kualitas Layanan Terhadap Kepuasan Konsumen. Proceedings Progress Conference, 1(1), 206–212. Google Scholar
Viswanathan, Vijay, Hollebeek, Linda D., Malthouse, Edward C., Maslowska, Ewa, Jung Kim, Su, & Xie, Wei. (2017). The Dynamics Of Consumer Engagement With Mobile Technologies. Service Science, 9(1), 36–49. Google Scholar
Wu, Paul C. S., Yeh, Gary Yeong Yuh, & Hsiao, Chieh Ru. (2011). The Effect Of Store Image And Service Quality On Brand Image And Purchase Intention For Private Label Brands. Australasian Marketing Journal (Amj), 19(1), 30–39. Google Scholar
Yulianti, Luli, Sjahruddin, Herman, & Tahir, Bungatang. (2017). Implementasi Customer Relationship Management (CRM) Terhadap Kepuasan Dan Loyalitas Pelanggan Pengguna Smartphone Android Merek Samsung. Center for Open Science. Doi: 10.31219/osf.io/dvb48. Google Scholar
Published
2021-06-20
Section
Original Articles
