The Influence of Service Quality, Customer Satisfaction, Price, and Word of Mouth on Repurchase Interests in Drugstore

13 Pages Posted: 17 Jan 2019

See all articles by Asmarani Rani

Asmarani Rani

State University of Jakarta

Osly Usman

State University of Jakarta - Faculty of Economics

Date Written: December 6, 2018

Abstract

This study aims to determine whether there is an influence between Service Quality, Customer Satisfaction, Price, and Word of Mouth on Repurchase Interest in Drugstore.

This research was conducted for one month from December 2018 to January 2018. The research method used was a survey method with a causality approach. The population in this study was that Jakarta residents who were customers of drugstore amounted to 235 respondents.

The sampling technique used was the nonprobability purposive sampling technique, which is the population residing in the DKI Jakarta area, so that the sample in this study amounted to 215 respondents. Data collection techniques using library techniques and questionnaires. Data analysis techniques using SmartPLS software version 3.2.8 PLS (Partial Least Square) with structural equation analysis (SEM). The results show that the variable that has a large influence on repurchase interest is Word of Mouth. While variables that have a low influence on repurchase interest are customer satisfaction. In this study, it can be explained that there are joint and significant influences between the effect of Service Quality, Customer Satisfaction, Price, and Word of Mouth on Repurchase Interests.

Keywords: Service Quality, Customer Satisfaction, Price, Word Of Mouth, Repurchase Interests

JEL Classification: M00

Suggested Citation

Rani, Asmarani and Usman, Osly, The Influence of Service Quality, Customer Satisfaction, Price, and Word of Mouth on Repurchase Interests in Drugstore (December 6, 2018). Available at SSRN: https://ssrn.com/abstract=3311507 or http://dx.doi.org/10.2139/ssrn.3311507

Asmarani Rani (Contact Author)

State University of Jakarta ( email )

Jalan Rawamangun Muka no 1
Jakarta Timur, ID jakarta 13220
Indonesia

Osly Usman

State University of Jakarta - Faculty of Economics ( email )

Jakarta, ID Jakarta
Indonesia

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