Abstract: The purpose of this research is to examine the influence of service quality on customer satisfaction and repurchase intention on goods delivery services (JNE). The number of samples taken is 100 JNE consumers. The method used was purposive sampling by collecting data through questionnaires. The analysis technique used is the path analysis and sobel test. Based on the results of the analysis it was found that the quality of service has an effect on customer satisfaction is significantly positive, as well as service quality has a positive and significant effect on repurchase intention, and customer satisfaction has a significant positive repurchase intention. The results also show that customer satisfaction can mediate service quality with repurchase intentions. These results prove that to improve customer satisfaction, companies are expected to maintain service quality so that they create a commitment in repurchase intention.
Keywords: service quality, customer satisfaction, repurchase intention, JNE.
Title: THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION AND REPURCHASE INTENTION ON GOODS DELIVERY SERVICES
Author: Nabiha Yahya, Ni Made Asti Aksari, Ni Ketut Seminari
International Journal of Management and Commerce Innovations
ISSN 2348-7585 (Online)
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