Pengaruh Kualitas Pelayanan Terhadap Minat Beli Ulang Dengan Kepuasan Konsumen Sebagai Variabel Mediasi

Abstract

The purpose of this study is to determine the relationship between service quality and customer satisfaction, the relationship between service quality and repurchase intent, and the indirect relationship between service quality and repurchase intention through customer satisfaction. This research was conducted at Bimbel Balistung Denpasar. 102 respondents were sampled in the study. Utilizing quantitative research techniques. The validity, reliability, and Sobel tests are three data analysis techniques used in this study. According to the findings of the study, the quality of service has a positive and significant effect on repurchase interest. Consumer satisfaction has a positive and significant effect on repurchases. The quality of service has a positive and significant effect on customer satisfaction. The quality of service affects indirectly the interest in repurchasing through customer satisfaction. Researchers' suggestions include expecting Bimbel Balistung Denpasar to always provide good service, offer products that suit consumer needs, and train staff so that later they can provide agile services.