Pengaruh Service Qualitydan Brand Trustterhadap Repurchase Intention melalui Customer Satisfaction sebagai Mediasi pada Produk Smartphone Samsung di Kalangan Mahasiswa Kota Padang

Nauffal Navarone - UNIVERSITAS NEGERI PADANG
Susi Evanita - UNIVERSITAS NEGERI PADANG

Abstract


Abstract

The purposes of this study are to analyze: (1) The effect of Service quality on Customer Satisfaction in customer Samsung, (2) The effect of Brand Trust on Customer Satisfaction in customer Samsung, (3) The effect of Service quality on Repurchase Intention in customer Samsung, (4) The effect of Brand Trust on Repurchase Intention in customer Samsung, (5) The effect of Customer satisfaction on Repurchase intention in customer Samsung, (6) The effect of Service quality on Brand trust in customer Samsung. This type of research is causative research. The population in this study is the college student of Padang who have use Samsung smartphone. The sample used was 100 respondent using purposive sampling technique. Data was collected through questionnaires distributed offline and analyzed using the SmartPLS version 3.2.7 program. The results of this study indicate that: (1) Service quality has a positive and significant effect on Customer Satisfaction (2) Brand trust has a positive and significant effect on Customer satisfaction (3) Service quality has a positive and significant effect on Repurchase intention (4) Brand trust has a positive and significant effect on Repurchase intention (5) Customer satisfaction has a positive and significant effect on Repurchase intention (6) Service quality has a positive and significant effect on Brand trust. Conclusion this analysis higlights of this study there is the effect of service quality on customer satisfaction, there is the effect of brand trust on customer satisfaction, there is the effect of service quality on repurchase intention, there is the effect of brand trust on repurchase intention, there is the effect of customer satisfaction on repurchase intention, there is the effect of service quality on brand trust. Limitation this research only limit with the some variable.

 

Keywords:           Service Quality, Brand Trust, Repurchase Intention, and Customer Satisfaction

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References


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DOI: http://dx.doi.org/10.24036/jkmw0263970