Proceedings of the Third Padang International Conference On Economics Education, Economics, Business and Management, Accounting and Entrepreneurship (PICEEBA 2019)

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The Influence of the Dimensions of Service Quality and Customer Satisfaction on Repurchase Intention of Customers of Rocky Plaza Hotel Padang

Authors
Dedi Media Agusman, Susi Evanita, Rosyeni Rasyid
Corresponding Author
Dedi Media Agusman
Available Online September 2019.
DOI
10.2991/piceeba-19.2019.45How to use a DOI?
Keywords
tangible, reliability, responsiveness, assurance, empathy, customer satisfaction and repurchase intention
Abstract

This research aims to analyze the influence of the dimensions of service quality and customer satisfaction on repurchase intention. The population of this study is customers who came to Rocky Plaza Hotel based on the number of rooms sold which amounted to 98 people whit the sampling technique using probabilitysampling. Data collection is done by filling out questionnaires and data analysis techniques used path analysis. The results of the study show that the responsiveness and assurance variables have a significant influence on the interest in repurchasing Rocky Plaza Hotel Padang customer. Whereas for tangible, reliability, empathy and customer satisfaction does not have a significant effect on the interest in repurchasing customers of Rocky Plaza Hotel Padang. The total direct and indirect influence in this study is 20.56% and the remaining 79.4% is influence by other variables not explained in this study.

Copyright
© 2019, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the Third Padang International Conference On Economics Education, Economics, Business and Management, Accounting and Entrepreneurship (PICEEBA 2019)
Series
Advances in Economics, Business and Management Research
Publication Date
September 2019
ISBN
978-94-6252-797-3
ISSN
2352-5428
DOI
10.2991/piceeba-19.2019.45How to use a DOI?
Copyright
© 2019, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

risenwbib
TY  - CONF
AU  - Dedi Media Agusman
AU  - Susi Evanita
AU  - Rosyeni Rasyid
PY  - 2019/09
DA  - 2019/09
TI  - The Influence of the Dimensions of Service Quality and Customer Satisfaction on Repurchase Intention of Customers of Rocky Plaza Hotel Padang
BT  - Proceedings of the Third Padang International Conference On Economics Education, Economics, Business and Management, Accounting and Entrepreneurship (PICEEBA 2019)
PB  - Atlantis Press
SP  - 433
EP  - 445
SN  - 2352-5428
UR  - https://doi.org/10.2991/piceeba-19.2019.45
DO  - 10.2991/piceeba-19.2019.45
ID  - Agusman2019/09
ER  -