Service Quality Influence on Repurchase Intention, Through Customer Satisfaction Mediation: Indonesia Music Studio Perspective

Jurnal Aplikasi Bisnis dan Manajemen Pub Date : 2023-09-30 DOI:10.17358/jabm.9.3.706

Henry Pranoto, Venny Soetedja, Teta Maharani Paramitha, Analicia Wibowo

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Abstract

The research purpose is to find significant effect of service quality (tangible, reliable, responsiveness, assurance, and empathy) on repurchase intention, through intervening variable of customer satisfaction at Bumi Musik Gemilang (BMG) recording studio, Malang-Indonesia. This quantitative research applies JASP software, an open-source statistics program, to process the questionnaires research data. The research participants consist of 169 respondents who are customers of BMG Music Recording Studio. The results show that the five dimensions of service quality have a significant effect on customer satisfaction. Meanwhile, the dimensions of service quality that have a significant effect on repurchase intention through the mediation of customer satisfaction are reliability and empathy. However, the variable customer satisfaction does not show a mediating effect on the relationship between the dimensions of tangible, responsiveness and assurance on repurchase intention. Customer satisfaction has a significant effect as an intervening variable between service quality and repurchase intention. Keywords: customer satisfaction, Indonesia, music recording studio, repurchase intention, service quality

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服务品质对顾客再购意愿之影响:以印尼音乐工作室为视角

本研究旨在通过印尼玛兰- Bumi Musik Gemilang (BMG)录音棚顾客满意度的干预变量，发现服务质量(有形、可靠、响应、保证、共情)对回购意愿的显著影响。本定量研究采用开源统计程序JASP软件对问卷调查数据进行处理。研究参与者包括169名受访者，他们都是BMG音乐录音工作室的客户。结果表明，服务质量的五个维度对顾客满意度有显著影响。同时，服务质量中通过顾客满意中介对再购买意愿有显著影响的维度是可靠性和共情。然而，可变顾客满意在有形、响应性和保证维度对再购买意愿的关系中并没有中介作用。顾客满意作为服务质量与再购买意愿之间的中介变量具有显著的影响。关键词:顾客满意度，印尼，音乐录音棚，回购意愿，服务质量

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Jurnal Aplikasi Bisnis dan Manajemen

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审稿时长

6 weeks