Analisis Pengaruh Service Quality dan Satisfaction Terhadap Behavioral Intentions

Irawan, Andi (2010) Analisis Pengaruh Service Quality dan Satisfaction Terhadap Behavioral Intentions. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

In this competitive era, company would do anything to attract people to buy products or services from them. Besides providing products or services, a company would also need to provide service quality to their customer. Service quality would be acquired through tangible, responsiveness, knowledge, reliability and trust, accessibility and trust, and in a recovery process. This service quality will then produce satisfaction to the customer that will ended with behavioral intentions like repeat order and word of mouth from this customer. Total of 132 questionnaire were distributed to citizen of Batam whose ever stay in a lodging to obtain required data in this research. Obtained data were then being processed with using version 13 of SPSS program. Simple regression method is used to analyse the obtained data. This research concluded that service quality does have effect on behavioral intentions. Besides, service quality also got a positive effect on satisfaction and satisfactions also shows a positive effect on behavioral intentions. Keywords : Service quality, Satisfaction, Behavioral intentions.

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