Open AccessPENGARUH SERVICE QUALITY, TRUST TERHADAP CUSTOMER SATISFACTIONS SERTA DAMPAKNYA PADA REPATRONAGE INTENTIONS PADA LAZADA (STUDI PADA PENGGUNA LAZADA DI KECAMATAN KEBUMEN)
Author(s) -
Eva Ristiyani,
Harini Abrilia Setyawati
Publication year - 2019
Publication title -
jurnal ilmiah mahasiswa manajemen, bisnis dan akuntansi
Language(s) - English
Resource type - Journals
ISSN - 2721-2777
DOI - 10.32639/jimmba.v1i1.394
Subject(s) - service quality , customer satisfaction , multicollinearity , business administration , psychology , business , service (business) , marketing , regression analysis , statistics , mathematics
This study aims to analyze the effect of service quality, trust, on customer satisfaction and its impact on repatronage intentions. Data collection was carried out using a questionnaire using a 4-category Likert scale. This study sampled 100 respondents in the community in Kebumen District. The method used is purposive sampling. The hypothesis was tested using a path analysis technique with the help of the SPSS 22.00 for windows program. The results showed that all variables are valid and reliable, there is no multicollinearity, and also heteroscedasticity does not occur and the model meets the assumption of normality. The effect of service quality on customersatisfactions shows that service quality has a significant effect on customer satisfaction. The influence of trust on customer satisfaction shows that trust has a significant effect on customer satisfaction. The effect of service quality on repatronage intentions shows that service quality has a significant effect on repatronage intentions. The effect of customer satisfaction has a significant effect on repatronage intentions.