PERAN CUSTOMER FAMILIARITY PADA PRODUCT QUALITY, RETAIL SERVICES QUALITY DAN PRECIVED VALUE DALAM REPURCHASE INTENTION

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M. Trihudiyatmanto
Ndan Riono

Abstract

One of the theories about repurchase itention is customer behavior where customers respond positively to the quality of service of a company and intend to re-visit or consume the company's products again (Cronin, et al. 1992). This study examines antecedents of repurchase itention by using product quality, retail service quality and precived value as antecedents with the role of customer familiarity as an intervening variable.


Questionnaires were distributed to 100 Ananda Store consumers who were sampled in Garung District, Wonosobo Regency. Regression analysis is used to test the relationship between variables. The results showed that all independent variables tested in this study had a significant effect on repurchase itention. And the customer familiarity variable is a variable that mediates all product quality, retail service quality and precived value variables to repurchase intention.

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How to Cite
M. Trihudiyatmanto, & Ndan Riono. (2020). PERAN CUSTOMER FAMILIARITY PADA PRODUCT QUALITY, RETAIL SERVICES QUALITY DAN PRECIVED VALUE DALAM REPURCHASE INTENTION . Journal of Social Sustainability Management, 1(1), 13. Retrieved from https://jurnal.nusantaratr.com/index.php/jssm/article/view/43
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