How Revisit Intention Infuenced by Service Quality in a Cafeteria?
This study aims to directly determine the impact of service quality on customer satisfaction and word of mouth and revisit intention. In addition, this study also aims to determine the effect of customer satisfaction and word of mouth on revisit intention. We also investigate the mediating effect of...
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
University of Brawijaya
2025-01-01
|
| Series: | Profit: Jurnal Administrasi Bisnis |
| Subjects: | |
| Online Access: | https://profit.ub.ac.id/index.php/profit/article/view/2762 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| _version_ | 1832088043866030080 |
|---|---|
| author | Saddam Maulana Lazuardi Inggang Perwangsa Nuralam |
| author_facet | Saddam Maulana Lazuardi Inggang Perwangsa Nuralam |
| author_sort | Saddam Maulana Lazuardi |
| collection | DOAJ |
| description | This study aims to directly determine the impact of service quality on customer satisfaction and word of mouth and revisit intention. In addition, this study also aims to determine the effect of customer satisfaction and word of mouth on revisit intention. We also investigate the mediating effect of customer satisfaction and word of mouth on the relationship between service quality and revisit intention. The type of research used is explanatory research with a quantitative approach. The population in this study were Universitas Brawijaya students who were consumers of the Universitas Brawijaya Creative Land Cafeteria, with a sample of 210 respondents obtained through a purposive sampling technique. The data collection method used an online questionnaire, and the data analysis technique used Partial Least Square-Structural Equation Modeling (PLS-SEM) using SMARTPLS Version 3.2.9 software. The testing results show that service quality directly affects customer satisfaction, word of mouth, and revisit intention. Moreover, customer satisfaction and word of mouth affect revisit intention. Testing the indirect effect shows that service quality significantly affects revisit intention through customer satisfaction and word of mouth. |
| format | Article |
| id | doaj-art-9c3671e9933c4500b328060596bd8242 |
| institution | Kabale University |
| issn | 1978-743X 2338-4654 |
| language | English |
| publishDate | 2025-01-01 |
| publisher | University of Brawijaya |
| record_format | Article |
| series | Profit: Jurnal Administrasi Bisnis |
| spelling | doaj-art-9c3671e9933c4500b328060596bd82422025-02-06T02:18:41ZengUniversity of BrawijayaProfit: Jurnal Administrasi Bisnis1978-743X2338-46542025-01-011911731https://doi.org/10.21776/ub.profit.2025.019.01.2How Revisit Intention Infuenced by Service Quality in a Cafeteria? Saddam Maulana Lazuardi 0Inggang Perwangsa Nuralam 1Brawijaya University Brawijaya University This study aims to directly determine the impact of service quality on customer satisfaction and word of mouth and revisit intention. In addition, this study also aims to determine the effect of customer satisfaction and word of mouth on revisit intention. We also investigate the mediating effect of customer satisfaction and word of mouth on the relationship between service quality and revisit intention. The type of research used is explanatory research with a quantitative approach. The population in this study were Universitas Brawijaya students who were consumers of the Universitas Brawijaya Creative Land Cafeteria, with a sample of 210 respondents obtained through a purposive sampling technique. The data collection method used an online questionnaire, and the data analysis technique used Partial Least Square-Structural Equation Modeling (PLS-SEM) using SMARTPLS Version 3.2.9 software. The testing results show that service quality directly affects customer satisfaction, word of mouth, and revisit intention. Moreover, customer satisfaction and word of mouth affect revisit intention. Testing the indirect effect shows that service quality significantly affects revisit intention through customer satisfaction and word of mouth.https://profit.ub.ac.id/index.php/profit/article/view/2762service quality; customer satisfaction; word of mouth; revisit intention |
| spellingShingle | Saddam Maulana Lazuardi Inggang Perwangsa Nuralam How Revisit Intention Infuenced by Service Quality in a Cafeteria? Profit: Jurnal Administrasi Bisnis service quality; customer satisfaction; word of mouth; revisit intention |
| title | How Revisit Intention Infuenced by Service Quality in a Cafeteria? |
| title_full | How Revisit Intention Infuenced by Service Quality in a Cafeteria? |
| title_fullStr | How Revisit Intention Infuenced by Service Quality in a Cafeteria? |
| title_full_unstemmed | How Revisit Intention Infuenced by Service Quality in a Cafeteria? |
| title_short | How Revisit Intention Infuenced by Service Quality in a Cafeteria? |
| title_sort | how revisit intention infuenced by service quality in a cafeteria |
| topic | service quality; customer satisfaction; word of mouth; revisit intention |
| url | https://profit.ub.ac.id/index.php/profit/article/view/2762 |
| work_keys_str_mv | AT saddammaulanalazuardi howrevisitintentioninfuencedbyservicequalityinacafeteria AT inggangperwangsanuralam howrevisitintentioninfuencedbyservicequalityinacafeteria |