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Pengaruh Kepercayaan Dan Kualitas Pelayanan Terhadap Repurchase Intention Melalui Kepuasan (Studi Pada Bpr Catur Artha Jaya Di Kudus)

*Sania Khairunissa Fatin  -  , Indonesia
Naili Farida  -  Universitas Diponegoro, Indonesia
Open Access Copyright 2021 Jurnal Ilmu Administrasi Bisnis

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Abstract

Abstract: This study aims to determine the effect of trust and service quality on repurchase intention through satisfaction. The population in this study were the customers of BPR Catur Artha Jaya Kudus with a total sample of 100 respondents. The data used are primary and secondary data, namely questionnaires, the results of calculations on the SPSS application, and previous thesis literature studies. This research is an explanatory research. The sampling uses non-probability sampling method with purposive sampling and accidental sampling technique. Data-collecting uses questionnaire. This research uses quantitative analysis with validity, reliability, correlation coefficient, determination coefficient, simple regression, t test. The data analysis technique used is linear regression analysis with the SPSS version 2.1 application program. The results of the correlation coefficient of the trust variable on satisfaction and service quality on satisfaction has a strong relationship. The coefficient of determination of satisfaction can be explained by the value of 34,7% by repurchase intention. The coefficient of determination of repurchase intention can be explained at 18.3% by trust and 41,7% by service quality.

 

Keywords: Trust; Service quality; Repurchase intention; Satisfaction

 

Abstrak: Penelitian ini bertujuan untuk mengetahui pengaruh kepercayaan dan kualitas pelayanan terhadap repurchase intention melalui kepuasan. Populasi dalam penelitian ini adalah nasabah BPR Catur Artha Jaya di Kudus dengan jumlah sampel sebanyak 100 responden. Data yang digunakan adalah data primer dan sekunder yaitu kuesioner, hasil perhitungan pada aplikasi SPSS, dan studi pustaka skripsi terdahulu. Penelitian ini adalah explanatory research, pengambilan sampel menggunakan metode nonprobability sampling dengan teknik purposive sampling dan accidental ampling. Pengumpulan data menggunakan kuesioner. Penelitian ini menggunakan analisis kuantitatif dengan validitas, reliabilitas, koefisien korelasi, koefisien determinasi, regresi sederhana, uji t. Teknik analisis data yang digunakan adalah teknik analisis regresi linear dengan program aplikasi SPSS versi 2.1. Hasil uji koefisien korelasi variabel kepercayaan terhadap kepuasan dan variabel kualitas pelayanan terhadap kepuasan memiliki hubungan yang kuat. Koefisien determinasi kepuasan dapat dijelaskan senilai 34,7% oleh repurchase intention. Koefisien determinasi repurchase intention dapat dijelaskan senilai 18,3% oleh kepercayaan dan 41,7% oleh kualitas pelayanan.

 

Kata kunci: Kepecayaan; Kualitas prlayanan; Repurchase intention; Kepuasan

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PENGARUH KEPERCAYAAN DAN KUALITAS PELAYANAN TERHADAP REPURCHASE INTENTION MELALUI KEPUASAN (STUDI PADA BPR CATUR ARTHA JAYA DI KUDUS)
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Keywords: Trust; Service quality; Repurchase intention; Satisfaction

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