Peran Customer Value dalam Memediasi Pengaruh Monetary Sacrifice dan Service Benefit Terhadap Repurchase Intention

  • Angga Cahya Qurananda Fakultas Ekonomi dan Bisnis Universitas Udayana
  • I Gusti Ayu Ketut Giantari Fakultas Ekonomi dan Bisnis Universitas Udayana

Abstract

Repurchase intentions occur when service users or customers are satisfied and get what they need. This study aims to determine the effect of monetary sacrifice and service benefits on repurchase intention mediated by customer value. This research was conducted on customers of PT. Garuda Indonesia Persero Tbk. The number of samples taken was 112 respondents, with nonprobability sampling method. Data collection was obtained from distributing questionnaires. Data analysis using path analysis and multiple test. The results of this study indicate that monetary sacrifice has a positive effect on customer value. Service benefit has a positive effect on customer value. Monetary sacrifice has a positive effect on repurchase intention. Service benefit has a positive effect on repurchase intention. Customer value has a positive effect on repurchase intention. Monetary sacrifice positively influences repurchase intention mediated by customer value. Service benefit has a positive effect on repurchase intention mediated by customer value. The implication of this research is expected to be a reference for the management of PT. Garuda Indonesia Persero Tbk. in providing benefits in the form of good service and giving a special impression to customers.

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Published
2020-02-14
How to Cite
QURANANDA, Angga Cahya; GIANTARI, I Gusti Ayu Ketut. Peran Customer Value dalam Memediasi Pengaruh Monetary Sacrifice dan Service Benefit Terhadap Repurchase Intention. Matrik : Jurnal Manajemen, Strategi Bisnis dan Kewirausahaan, [S.l.], p. 71 - 81, feb. 2020. ISSN 2302-8890. Available at: <https://ojs.unud.ac.id/index.php/jmbk/article/view/52288>. Date accessed: 12 july 2020. doi: https://doi.org/10.24843/MATRIK:JMBK.2020.v14.i01.p08.
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Articles