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Subagyo, Hamzah Denny
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Mathematics

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The Effect of Service Quality and Price on Customer Satisfaction and Repurchase Intention (Case Study at Crown Prince Hotel Surabaya) Susanto, Tri Wahyu Putra; Sudapet, I Nyoman; Subagyo, Hamzah Denny; Suyono, Joko
Quantitative Economics and Management Studies Vol. 2 No. 5 (2021)
Publisher : Yayasan Ahmar Cendekia Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (330.812 KB) | DOI: 10.35877/454RI.qems325

Abstract

The aim of this study: (1) to analyze the effect of Service Quality on Customer Satisfaction, (2) to analyze the effect of prices on Customer Satisfaction, (3) to analyze the effect of Service Quality on Repurchase Intention, (4) to analyze the effect of Price on Repurchase Intention, (5) to analyze the effect of Customer Satisfaction on Repurchase intention. This research is quantitative research. The population and samples were distributed to 86 respondents. Data collection techniques using a questionnaire. The data analysis used is Convergent Validity, Discriminant Validity, Reliability and Average Variance Extracted (AVE). The results of the study show that the influence of Service Quality variable (X1) on Customer Satisfaction (Y1) is significant at 0,000. Customer Quality Variable (X1) is not significant with the Repurchase Intention (Y2) variable of 0.225. Based on the correlation for the Price variable (X2) to customer satisfaction (Y1) of 0.020. And the price variable (X2) is significant with the Repurchase Intention (Y2) variable of 0,000. And the Customer Satisfaction variable (Y1) is significant with the Repurchase Intention (Y2) variable of 0,000. The results of this study indicate that, compared to service quality, Price has a stronger influence on customer satisfaction, which leads to a Buyback Interest.
The Effect of Service Quality through the Patients Satisfaction to Word of Mouth at Praktik Mandiri Bidan Maria Surabaya Abror, Ulul; Sudapet, I Nyoman; Subagyo, Hamzah Denny; Suyono, Joko
Quantitative Economics and Management Studies Vol. 2 No. 5 (2021)
Publisher : Yayasan Ahmar Cendekia Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (313.313 KB) | DOI: 10.35877/454RI.qems326

Abstract

The aim of this study: (1) to analyze the effect of service quality on Patient Satisfaction, (2) to analyze the effect of service quality on Word of Mouth, (3) to analyze patient satisfaction with Word of Mouth. This research is quantitative research. Population and sample distributed were 252 respondents. Data collection techniques using a questionnaire. Analysis of the data used is Convergent Validity, Discriminant Validity, Reliability and Average Variance Extracted (AVE). The results showed that the effect of the Service Quality variable (X1) on patient satisfaction (Y1) was significant at 0,000 and Service Quality (X1) is significant with variable Word of Mouth (Y2) of 0.002 which means medium. Based on the correlation for the Patient Satisfaction variable (Y1) for Word Of Mouth (Y2) of 0,000 which means strong. The results of this study indicate that, quality of service, has a significant influence on patient satisfaction, which leads to word of mouth patients. While patient satisfaction has no significant effect on Word of mouth patients.
Co-Authors Abror, Ulul Sudapet, I Nyoman Susanto, Tri Wahyu Putra Suyono, Joko