THE EFFECT OF PRODUCT QUALITY AND SERVICE QUALITY ON CONSUMER SATISFACTION AND REPURCHASE INTEREST (STUDY AT STARBUCKS)

Authors

  • Aulia Adisti Husnaini Tanjung Universitas Pelita Harapan
  • Else Else Universitas Pelita Harapan
  • M. Shultan Satria PT Global Loyalty Indonesia
  • Suhail Elvari Universitas Pelita Harapan

DOI:

https://doi.org/10.19166/imj.v2i2.6762

Keywords:

Product, Service Quality, Customer Satisfaction, Intention to Buying

Abstract

This study tested and analyzed product quality, service, customer satisfaction, and consumer repurchase interest at Starbucks Indonesia. The research population sample is Starbucks Indonesia Consumers with a sample size of 105 respondents. In testing the data analysis hypothesis using SPSS Version 21.0, the results show that product quality and service quality significantly affect consumer satisfaction. Product quality and consumer satisfaction affects repurchase intention, but service quality has no significant effect on the repurchase intention.

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Published

2023-05-31

Issue

Vol. 2, No. 2, September 2022

Section

Articles

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