PENGARUH CITRA MEREK, KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP NIAT BELI ULANG DENGAN KEPUASAN PELANGGAN SEBAGAI INTERVENING (STUDI KASUS PADA PENGUNJUNG MINISO DI JAKARTA)

MASY’AL, GHAZY FARAS (2020) PENGARUH CITRA MEREK, KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP NIAT BELI ULANG DENGAN KEPUASAN PELANGGAN SEBAGAI INTERVENING (STUDI KASUS PADA PENGUNJUNG MINISO DI JAKARTA). S1 thesis, Universitas Negeri Jakarta.

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Abstract

Ghazy Farras Masy`al, 2020; The Effect of Brand Image, Product Quality and Service Quality on Repurchase Intention with Customer Satisfaction as Intervening (Case Study on Miniso Visitors in Jakarta). Thesis, Jakarta: Department of Management, Faculty of Economics, Jakarta State University. Advisory Team: Dr. Mohammad Rizan SE, MM & Shandy Aditya, BIB, MPBS. This study aims 1) to determine the effect of Brand Image on customer satisfaction, 2) to determine the effect of product quality on customer satisfaction, 3) to determine the effect of Service Quality on customer satisfaction 4) to determine the effect of Brand Image on repurchase intention, 5) to determine the effect of Product Quality on repurchase intention, 6) to determine the effect of Service Quality on repurchase intention 7) to determine the effect of customer satisfaction on repurchase intention, 8) to determine the effect of Brand Image on repurchase intention through customer satisfaction as intervening, 9) to determine the effect of Product Quality of repurchase intention through customer satisfaction as intervening, 10) to determine the effect of Service Quality on repurchase intention through customer satisfaction as intervening at the Miniso Store in Jakarta. The survey method with the instrument in the form of a questionnaire is a method of collecting data that researchers use. The sample of this study was 200 respondents who had bought Miniso products twice in the last six months at the Miniso store in Jakarta. Data were analyzed using SPSS version 22 and SEM (Structural Equation Model) from LISREL software version 8.80 to process and analyze research data. The test results of the results of the hypothesis test showed that all hypotheses were accepted. Keywords: Bramd Image, Product Quality, Service Quality, customer satisfaction, repurchase intention, Jakarta Miniso Store

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