Pengaruh Kualitas Pelayanan terhadap Minat Beli Ulang Melalui Kepuasan Pelanggan sebagai Variabel Intervening (Pada Pelanggan SPBU No.13227108 Jl. Jend. Besar A. H. Nasution, Kec. Padangsidimpuan Batunadua Kota Padangsidimpuan)

Abstract

The purpose of this study is to ascertain and examine how customer satisfaction, which is a measure of service quality, affects repurchase intention an intervening variable for customers of SPBU No.13227108 Jl. Gen. Besar A. H. Nasution, District. Padangsidimpuan Batunadua Padangsidimpuan City. The population in the research is the local community of Jl. Gen. Besar A. H. Nasution, District. Padangsidimpuan Batunadua Padangsidimpuan City. The sample used in this research was 95 people. This study's method for gathering data makes use of a questionnaire or questionnaire technique. Data analysis techniques use descriptive analysis and Structure Equation Model Path Analysis (SEM-PLS). Data processing in research uses SmartPLS Version 4. Based on partial research results, it shows that service quality has a significant effect on customer satisfaction, service quality has a significant effect on repurchase interest, Customer satisfaction has a significant effect on repurchase interest. Customer satisfaction significantly mediates the influence of service quality on customer repurchase interest. Customer Satisfaction can be explained by Service Quality, amounting to 67.3%, while the value obtained which explains that the percentage of Repurchase Interest can be explained by Service Quality and Customer Satisfaction is 68.5%