Analisis Pengaruh Technical Service Quality dan Functional Service Quality Terhadap Repurchase Intentions

Februyung, Februyung (2010) Analisis Pengaruh Technical Service Quality dan Functional Service Quality Terhadap Repurchase Intentions. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

The purpose of this study is to observe the impact of technical service quality and functional service quality as independent variable on repurchase intentions as dependent variable with customer loyalty, customer trust, and customer satisfaction as intervening variable. This study was conducted in the financial consultation service industry which include bank deposit service, stock brokery service, bank credit service, insurance, and other financial services. A sum of 120 questionaire was distributed to collect data require for this study. The questionaire was distributed to all financial service industry user who stay in Batam island. The data was analysed using SPSS program version 12. Regression analyses were performed to analyse the hypotheses under study. The result of this study indicate that technical service quality, functional service quality, and customer satisfaction have not effect on repurchase intentions while customer trust and customer loyalty are found to have an effect on repurchase intentions. There are still several empirical results in this study which believed to provide important information that will be usefull for academian and next research. Keyword : Technical Service Quality, Functional Service Quality, Customer Trust, Customer Loyalty, Customer Satisfaction, Repurchase Intentions.

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