Hubungan Kulaitas Pelayanan dan Kepuasan Pelanggan Dalam Pembentukan Intensi Pembelian Konsumen Matahari Group di DKI Jakarta

Yoga Fortuna


The research aimed to test relationship service quality and customer satisfaction, and
interaction between service quality and customer satisfaction in establishment of customer’s
purchasing intention. The research was conducted at department store managed by Matahari
Group in DKI Jakarta. Samples were determined by convenience sampling method and
purposive sampling method with respondents that numbered 140 persons. Gathering data was
done by way of giving customers the question list that contained about service quality, customer
satisfaction and customer's purchasing intention. Analysis method in this research used Analysis
Regression Moderator based on model that was instituted by Taylor and Baker (1994). The
results of this research shown the existence of significant association between service quality
and customer satisfaction, and interactions among service quality and customer satisfaction
toward customer’s purchasing intention. Interaction between service quality and customer
satisfaction explains rather the variance of purchasing intention than each variable. It is shown
by R2
resulted that is as big as 78.8%.

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