WIDHIANTO, DICKY (2025) PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP INTENSI PEMBELIAN ULANG DENGAN KEPUASAN KONSUMEN SEBAGAI VARIABEL MEDIASI : STUDI KASUS PADA IMPERIAL KITCHEN & DIMSUM GENERASI MILENIAL. S2 thesis, Universitas Mercu Buana Jakarta.
|
Text (HAL COVER)
01. cover.pdf Download (606kB) | Preview |
|
![[img]](https://repository.mercubuana.ac.id/style/images/fileicons/text.png) |
Text (BAB I)
02. bab 1.pdf Restricted to Registered users only Download (528kB) |
|
|
Text (BAB II)
03. bab 2.pdf Restricted to Registered users only Download (490kB) |
|
|
Text (BAB III)
04. bab 3.pdf Restricted to Registered users only Download (316kB) |
|
|
Text (BAB IV)
05. bab 4.pdf Restricted to Registered users only Download (567kB) |
|
|
Text (BAB V)
06. bab 5.pdf Restricted to Registered users only Download (169kB) |
|
|
Text (DAFTAR PUSTAKA)
07. daftar pustaka.pdf Restricted to Registered users only Download (234kB) |
|
|
Text (LAMPIRAN)
08. lampiran.pdf Restricted to Registered users only Download (703kB) |
Abstract
Imperial Kitchen & Dimsum is a well-established restaurant chain in Indonesia currently facing challenges such as declining transaction volumes and unmet sales targets, particularly in the Jakarta area. This study aims to analyze the influence of product quality and service quality on repurchase intention, with customer satisfaction as a mediating variable. The theoretical framework combines the Stimulus–Organism–Response (SOR) model and the Theory of Planned Behavior (TPB) and. SOR explains how external stimuli (product and service quality) are cognitively and emotionally processed as satisfaction before generating behavioral responses. Meanwhile, TPB, product and service quality influence attitudes, subjective norms, and perceived behavioral control, which shape behavioral intentions. A quantitative method was employed, using survey data collected from 140 millennial respondents through purposive sampling. Data were analyzed using Structural Equation Modeling (SEM) with Smart PLS 4.0. Results indicate significant positive effects of product and service quality on customer satisfaction, and of satisfaction on repurchase intention. The study contributes theoretically by validating the applicability of SOR and TPB in the context of millennial culinary consumption in Indonesia. Keywords: Product Quality, Service Quality, Customer Satisfaction, Repurchase Intention, Stimulus–Organism–Response (SOR) Imperial Kitchen & Dimsum menghadapi tantangan berupa penurunan transaksi dan tidak tercapainya target penjualan di wilayah Jakarta. Penelitian ini bertujuan menganalisis pengaruh kualitas produk dan kualitas pelayanan terhadap intensi pembelian ulang, dengan kepuasan konsumen sebagai variabel mediasi. Penelitian ini menggunakan pendekatan Stimulus-Organism-Response (SOR) dan Theory of Planned Behavior (TPB). Dalam SOR, kualitas produk dan pelayanan bertindak sebagai stimulus yang diproses secara internal melalui kepuasan sebelum menghasilkan respons berupa perilaku pembelian ulang. Dalam TPB, kualitas memengaruhi sikap, norma subjektif, dan persepsi kontrol yang membentuk intensi. Sementara itu, Penelitian menggunakan metode kuantitatif dengan pendekatan survei terhadap 140 responden milenial yang dipilih melalui purposive sampling. Data dianalisis menggunakan Structural Equation Modeling (SEM) dengan Smart PLS 4.0. Hasil penelitian menunjukkan adanya pengaruh signifikan antara variabel kualitas dan kepuasan terhadap niat beli ulang. Penelitian ini memberikan kontribusi teoritis dengan memperkuat relevansi model SOR dan TPB dalam konteks perilaku konsumsi kuliner generasi milenial di Indonesia. Kata kunci : Kualitas Produk, Kualitas Pelayanan, Kepuasan Konsumen, Intensi Pembelian Ulang, Stimulus-Organism-Response (SOR)
Actions (login required)
 |
View Item |
