THE INFLUENCE OF SERVICE QUALITY AND PRODUCT QUALITY ON CUSTOMER SATISFACTION THAT IMPLICATIONS ON REPURCHASE INTEREST
DOI:
https://doi.org/10.31933/dijms.v3i1.990Keywords:
service quality, product quality, customer satisfaction, repurchase intentionAbstract
The food industry is quite promising for businesses both large and small businesses, quality of service is an aspect that is often used by the business field of food and beverage, related to quality of service, must often associated more with the quality of products, it is thus an aspect that should considered by the company to get customer satisfaction and repurchase interest . This research will be more in-depth about mobile restaurants, or food trucks, because they are much in demand by novice entrepreneurs and are in great demand by fast food customers. This research is a quantitative study conducted to examine the effect of service quality and product quality from food trucks that affect customer satisfaction and repurchase interest by food truck customers. It took 120 respondents in the study who were randomly selected to answer the questionnaire.
References
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Tandon, A., Aakash, A., & Aggarwal, A. G. (2020). Impact of EWOM, website quality, and product satisfaction on customer satisfaction and repurchase intention: moderating role of shipping and handling. International Journal of Systems Assurance Engineering and Management. https://doi.org/10.1007/s13198-020-00954-3
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Wantara, P., & Tambrin, M. (2019). The Effect of Price and Product Quality Towards Customer Satisfaction and Customer Loyalty on Madura Batik. International Tourism and Hospitality Journal.
Wibowo, A. (2015). PENGARUH RELATIONSHIP MARKETING TERHADAP LOYALITAS PELANGGAN (Survei pada Pelanggan Savana Hotel dan Convention Malang). Jurnal Administrasi Bisnis S1 Universitas Brawijaya.
Xu, L., Blankson, C., & Prybutok, V. (2017). Relative contributions of product quality and service quality in the automobile industry. Quality Management Journal. https://doi.org/10.1080/10686967.2017.11918498
Chinomona, R., & Maziriri, E. T. (2017). The influence of brand awareness, brand association and product quality on brand loyalty and repurchase intention: A case of male consumers for cosmetic brands in South Africa. Journal of Business and Retail Management Research. https://doi.org/10.24052/jbrmr/v12is01/tiobabaapqoblariacomcfcbisa
Djumarno, Anjani, S., & Djamaluddin, S. (2018). Effect of Product Quality and Price on Customer Loyalty through Customer Satisfaction. International Journal of Business and Management Invention (IJBMI).
Garcia, J. M., De Lamonica Freire, O. B., Almeida Santos, E. B., & Andrade, J. (2020). Fatores que afetam a satisfacao e a lealdade aos sites de compras coletivas factors affecting satisfaction and loyalty to online group buying. REGE-REVISTA DE GESTAO.
Ghezelbash, S., & Khodadadi, H. (2017). Evaluating the Impact of Promotion Price, Product Quality, Service Quality, Customer Satisfaction and Repeating Purchase Incentives (Case Study: Amiran Chain Stores). Journal of Internet Banking and Commerce.
Gök, O., Ersoy, P., & Börühan, G. (2019). The effect of user manual quality on customer satisfaction: the mediating effect of perceived product quality. Journal of Product and Brand Management. https://doi.org/10.1108/JPBM-10-2018-2054
Hoe, L. C., & Mansori, S. (2018). The Effects of Product Quality on Customer Satisfaction and Loyalty: Evidence from Malaysian Engineering Industry. International Journal of Industrial Marketing. https://doi.org/10.5296/ijim.v3i1.13959
Huang, P. L., Lee, B. C. Y., & Chen, C. C. (2019). The influence of service quality on customer satisfaction and loyalty in B2B technology service industry. Total Quality Management and Business Excellence. https://doi.org/10.1080/14783363.2017.1372184
Hudaya, A. (2018). Analisis Faktor yang mempengaruhi keputusan pembelian (studi kasus kedai gerobak kopi Seruput – Jakarta).
Hudaya, A. (2020). Analysis of Customer Loyalty Through Customer Satisfaction in Kedai Coffee (Case Study of SMEs in Jakarta Indonesia). Dinasti International Journal of Management Science. https://doi.org/10.31933/dijms.v1i6.407
Ikhsani, K., & Ali, D. H. (2017). Keputusan Pembelian: Analisis Kualitas Produk, Harga dan Brand Awareness (Studi Kasus Produk Teh Botol Sosro di Giant Mall Permata Tangerang). In Jurnal SWOT.
Ilyas, G. B., Rahmi, S., Tamsah, H., Munir, A. R., & Putra, A. H. P. K. (2020). Reflective model of brand awareness on repurchase intention and customer satisfaction. Journal of Asian Finance, Economics and Business. https://doi.org/10.13106/JAFEB.2020.VOL7.NO9.427
Javed, M. K., & Wu, M. (2020). Effects of online retailer after delivery services on repurchase intention: An empirical analysis of customers’ past experience and future confidence with the retailer. Journal of Retailing and Consumer Services. https://doi.org/10.1016/j.jretconser.2019.101942
Kasiri, L. A., Guan Cheng, K. T., Sambasivan, M., & Sidin, S. M. (2017). Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty. Journal of Retailing and Consumer Services. https://doi.org/10.1016/j.jretconser.2016.11.007
Kotler, P. (2012). Marketing management/Philip Kotler, Kevin Lane Keller. Pearson Education International.
Kotler, P., & Keller, K. L. (2016). Marketing Mangement. In Pearson Edition Limited.
Leguina, A. (2015). A primer on partial least squares structural equation modeling (PLS-SEM). International Journal of Research & Method in Education. https://doi.org/10.1080/1743727x.2015.1005806
Leonnard. (2018). PERCEIVED SERVICE QUALITY , PERCEIVED VALUE FOR MONEY , SATISFACTION AND REPURCHASE INTENTION?: AN EVALUATION ON PRIVATE UNIVERSITY SERVICES. International Journal of Commerce and Finance.
M, A., & Ali, H. (2017). Model Kepuasan Pelanggan: Analisis Kualitas Produk Dan Kualitas Layanan Terhadap Citra Merek Pada GIANT Citra Raya Jakarta. Jurnal Manajemen. https://doi.org/10.24912/jm.v21i3.254
Nguyen, P. T., Ali, H., & Hudaya, A. (2019). Model Buying Decision And Repeat Purchase: Product Quality Analysis. Dinasti International Journal of Management Science.
Normasari, S. (2013). PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN, CITRA PERUSAHAAN DAN LOYALITAS PELANGGAN Survei padaTamu Pelanggan yang Menginap di Hotel Pelangi Malang. Jurnal Administrasi Bisnis S1 Universitas Brawijaya.
Rahman, H. A., & Sitio, A. (2020). THE EFFECT OF PROMOTION AND PRODUCT QUALITY THROUGH PURCHASE DECISION ON THE CUSTOMER SATISFACTION OF BOHEMIAN PROJECT.ID PRODUCTS. International Journal of Engineering Technologies and Management Research. https://doi.org/10.29121/ijetmr.v6.i1.2019.346
Rama, A. (2020). Strategic pricing by Islamic banks and the impact on customer satisfaction and behavioral intention. Journal of Islamic Accounting and Business Research. https://doi.org/10.1108/JIABR-04-2019-0078
Saleem, M. A., Zahra, S., & Yaseen, A. (2017). Impact of service quality and trust on repurchase intentions – the case of Pakistan airline industry. Asia Pacific Journal of Marketing and Logistics. https://doi.org/10.1108/APJML-10-2016-0192
Sari, D. A. T. (2020). Role of consumer satisfaction in mediating effect of product quality on repurchase intention. International Research Journal of Management, IT and Social Sciences. https://doi.org/10.21744/irjmis.v7n1.839
Setyowati, E., & Purwogati, E. (2017). THE INFLUENCE OF PRODUCT QUALITY, FACILITY AND SERVICE QUALITY TOWARDS CUSTOMER SATISFACTION: CASE STUDY ON CUSTOMER SATISFACTION OF WARUNG APUNG MARITIM FOOD STALL, WEST SURABAYA. Russian Journal of Agricultural and Socio-Economic Sciences. https://doi.org/10.18551/rjoas.2017-04.20
Shamsudin, M. F., Esa, S. A., & Ali, A. M. (2019). Determinants of customer loyalty towards the hotel industry in Malaysia. International Journal of Innovation, Creativity and Change.
Slack, N., Singh, G., & Sharma, S. (2020). The effect of supermarket service quality dimensions and customer satisfaction on customer loyalty and disloyalty dimensions. International Journal of Quality and Service Sciences. https://doi.org/10.1108/IJQSS-10-2019-0114
Sugiyono. (2014). Metode Penelitian Pendidikan pendekatan Kuantitatif, Kualitatif dan R&D. In METODE PENELITIAN ILMIAH.
Suhaily, L., & Soelasih, Y. (2017). What Effects Repurchase Intention of Online Shopping. International Business Research. https://doi.org/10.5539/ibr.v10n12p113
Sullivan, Y. W., & Kim, D. J. (2018). Assessing the effects of consumers’ product evaluations and trust on repurchase intention in e-commerce environments. International Journal of Information Management. https://doi.org/10.1016/j.ijinfomgt.2017.12.008
Sunaryo, I. (2019). EFFECTS OF FOOD QUALITY, SERVICE QUALITY, PRICE, ENVIRONMENT, AND LOCATION TOWARDS CUSTOMER LOYALTY OF INDONESIA’S LOCAL FAST FOOD INDUSTRY. J@ti Undip?: Jurnal Teknik Industri, 14(3). https://doi.org/10.14710/jati.14.3.119-128
Surjaatmadja, S., & Purnawan, D. (2018). International Review of Management and Marketing Store Image, Service Quality, and Familiarity on Purchase Intention of Private Label Brand in Indonesia. International Review of Management and Marketing, 8(1).
Tandon, A., Aakash, A., & Aggarwal, A. G. (2020). Impact of EWOM, website quality, and product satisfaction on customer satisfaction and repurchase intention: moderating role of shipping and handling. International Journal of Systems Assurance Engineering and Management. https://doi.org/10.1007/s13198-020-00954-3
Tjiptono, F. (2014). Pemasaran Jasa - Prinsip, Penerapan, dan Penelitiab. In 1.
Tjiptono, F. (2019). Strategi Pemasaran Edisi 3. Yogyakarta: Andi.
Tjiptono, & Fandy. (2015). Strategi Pemasaran. In Yogyakarta: Andi.
Waluya, A. I., Iqbal, M. A., & Indradewa, R. (2019). How product quality, brand image, and customer satisfaction affect the purchase decisions of Indonesian automotive customers. International Journal of Services, Economics and Management. https://doi.org/10.1504/IJSEM.2019.100944
Wantara, P., & Tambrin, M. (2019). The Effect of Price and Product Quality Towards Customer Satisfaction and Customer Loyalty on Madura Batik. International Tourism and Hospitality Journal.
Wibowo, A. (2015). PENGARUH RELATIONSHIP MARKETING TERHADAP LOYALITAS PELANGGAN (Survei pada Pelanggan Savana Hotel dan Convention Malang). Jurnal Administrasi Bisnis S1 Universitas Brawijaya.
Xu, L., Blankson, C., & Prybutok, V. (2017). Relative contributions of product quality and service quality in the automobile industry. Quality Management Journal. https://doi.org/10.1080/10686967.2017.11918498
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2021-10-09
How to Cite
Hudaya, A., Djumarno, D. ., & Djubaedah, S. . (2021). THE INFLUENCE OF SERVICE QUALITY AND PRODUCT QUALITY ON CUSTOMER SATISFACTION THAT IMPLICATIONS ON REPURCHASE INTEREST. Dinasti International Journal of Management Science, 3(1), 150–160. https://doi.org/10.31933/dijms.v3i1.990
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