PENGARUH SERVICE QUALITY TERHADAP REPURCHASE INTENTION DI MEDIASI OLEH CUSTOMER SATISFACTION PADA PELANGGAN GRAB DI BANDUNG

Salma Hayya Alkhayra

doi:10.36312/ jomla.v4i2.1378

Salma Hayya Alkhayra Universitas Jenderal Achmad Yani

DOI: https://doi.org/10.36312/%20jomla.v4i2.1378

Keywords: service quality, customer satisfaction, repurchase intention.

Abstract

The purpose of this study was to analyze the effect of service quality on repurchase intention mediated by Grab’s customer satisfaction in Bandung. This research instrument has been tested for validity test and reliability test. The instrument was used as a data collection tool from consumers who were at least 17 years old and have used Grab’s as the object assessed in this study. The data collection technique uses convenience sampling which is included in non-probability sampling. The number of respondents involved in this study were 120 people. The analytical technique used is multiple linear regression using SPSS version 26 and using the Sobel test. The findings of this study state that service quality have a positive effect on repurchase intention mediated by customer satisfaction. The results of this study can be used by futher researchers and the management of online transportation app especially Grab’s related to strategic design that is relevant to improving the quality of these attributes.