Quality of Service, Price and Security on Customer Satisfaction and Their Impact on Repurchase Intention at the Pos Indonesia Office in the City of Sidoarjo
Kualitas Pelayanan, Harga dan Keamanan Terhadap Kepuasan Pelanggan Serta Dampaknya Terhadap Repurchase Intention Pada Kantor Pos Indonesia Kota Sidoarjo
DOI:
https://doi.org/10.21070/ups.3665Keywords:
Quality of Service, Price, Security, Customer Satisfaction, Repurchase IntentionAbstract
This research aims to determine the role of service quality, price and security on customer satisfaction and their impact on repurchase intention at the Indonesian Post Office in Sidoarjo City. This research uses a quantitative approach as a research method. The population of this research consists of customers of the Indonesian Post Office in Sidoarjo City. This research involved a sample of 100 customers of the Indonesian Post Office in Sidoarjo City who were selected using accidental sampling techniques. The statistical method used is Smart Partial Least Square (SmartPLS). Based on the research results, it was found that service quality, price and safety influence customer satisfaction. Apart from that, it was found that service quality and price had an effect on repurchase intention, while security had no effect on repurchase intention. It was also found that customer satisfaction influences repurchase intention at the Indonesian Post Office in Sidoarjo City.
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