PERAN KEPUASAN DALAM MEMEDIASI PENGARUH KUALITAS PELAYANAN TERHADAP NIAT BELI ULANG KONSUMEN LION AIR

  • Komang Shanty Nathadewi Universitas Udayana
  • Tjokorda Gede Raka Sukawati Universitas Udayana
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Abstrak

This study aims to analyze the significance of the effect of service quality on consumer satisfaction and consumer repurchase intention, consumer satisfaction with consumer repurchase intentions, and the role of consumer satisfaction mediating the effect of service quality on consumers repurchase intentions. This research was conducted in Denpasar City involving 110 respondents. The analysis technique used is the path. The results show that service quality has a positive and significant effect on customer satisfaction, service quality has a positive and significant effect on repurchase intention, customer satisfaction has a positive and significant effect on repurchase intention, and customer satisfaction is able to mediate the effect of service quality on repurchase intention. Lion Air's management must pay more attention to service quality, improve customer satisfaction and pay attention to and seek consumer repurchase intentions.


Keywords: service quality, repurchase intention, customer satisfaction


 

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Diterbitkan
2019-11-03
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NATHADEWI, Komang Shanty; SUKAWATI, Tjokorda Gede Raka. PERAN KEPUASAN DALAM MEMEDIASI PENGARUH KUALITAS PELAYANAN TERHADAP NIAT BELI ULANG KONSUMEN LION AIR. E-Jurnal Manajemen, [S.l.], v. 8, n. 11, p. 6658 - 6679, nov. 2019. ISSN 2302-8912. Tersedia pada: <https://ojs.unud.ac.id/index.php/manajemen/article/view/48349>. Tanggal Akses: 15 oct. 2025 doi: https://doi.org/10.24843/EJMUNUD.2019.v08.i11.p14.
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Terbitan
Vol 8 No 11 (2019)
Bagian
Articles
Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.