Pengaruh Persepsi Kualitas Layanan Dan Kepuasan Konsumen Terhadap Keinginan Pembeli  

Oleh:

Wijaya, Tony ; Irawati, Lita

Jenis: Article from Bulletin/Magazine
Dalam koleksi: Jurnal Studi Indonesia vol. 14 no. 2 (Sep. 2004), page 137-150.
Topik: purchase intention; satisfaction; service quality perception
Fulltext: 142toniwijaya.pdf (345.56KB)

Isi artikel

Retail industries are challenged to continually improving their services in order to cope with consusmers’ higher demands. Theoritically, consumers’ purchase intention could be increased bu providing service quality and customer satisfaction. This article discusses how Yogyakartans’ students perception on Yogyakarta based-Gramedia Bookstore services andhow the students’ satisfaction influence the students’ purchasing intention. A questionnaire developed by Setywan and Ihwan (2004) to analyze purchasing intention in retail companies in Surabaya is used to collect data. A number of 102 samples was selected purposivelyaccording their experience in buying books from the Gramedia and filled lout the questionnaire. Results show that service quality and custamer saisfaction, both simulataneously and individually, significantly influence purchasing intention.

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