THE EFFECT OF SERVICE PERFORMANCE OF KAPTAN AND PETROCAS ON CUSTOMER SATISFACTION AND REPEAT PURCHASES AT PT. XYZ

Authors

  • Tegar Garin Widodo Universitas Nasional Pembangunan Veteran Jawa Timur
  • Minto Waluyo

DOI:

https://doi.org/10.37403/sultanist.v12i2.657

Abstract

The sales service provided has a significant impact on the sales process and customer satisfaction. If the service is good, it can increase customer satisfaction as they feel valued, receive efficient assistance, and experience care from the seller. The purpose of this study is to examine the influence of five variables that shape service performance on customer satisfaction and customer repurchase intention, with independent variables including tangibles, reliability, responsiveness, assurance, and empathy, and dependent variables being customer satisfaction and repurchase intention. The research method used is Structural Equation Modeling with a quantitative approach. The results show that responsiveness has a significant effect on customer satisfaction, assurance and empathy have a significant effect on repurchase intention, and customer satisfaction has a significant impact on repurchase intention.

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Published

2024-12-13

How to Cite

Widodo, T. G., & Waluyo, M. (2024). THE EFFECT OF SERVICE PERFORMANCE OF KAPTAN AND PETROCAS ON CUSTOMER SATISFACTION AND REPEAT PURCHASES AT PT. XYZ. SULTANIST: Jurnal Manajemen Dan Keuangan, 12(2), 331–340. https://doi.org/10.37403/sultanist.v12i2.657

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Articles