This thesis titled "The Influence of Customer Satisfaction on Repurchase Intention: A Case Study at Papa Ron's Pizza Jababeka". I declare that this thesis entitled "The Influence of Customer Satisfaction on Repurchase Intention: A Case Study at Papa Ron's Pizza Jababeka" is, to the best of my knowledge and belief, an original piece of work that has not been submitted, either in whole or partially to another university to obtain a degree. The Influence of Customer Satisfaction on Repurchase Intention: A Case Study at Papa Ron's Pizza Jababeka.
It has been argued by previous researchers that customer satisfaction is the key for a company to survive in tough competition, even customer satisfaction can contribute significantly to a company's success. Based on that case, this study will investigate the impact of customer satisfaction on repurchase intention in Papa Ron's Pizza Jababeka. The respondent of this study was a customer of Papa Ron's Pizza Jababeka which consists of 96 respondents.
Based on multiple regression analysis, the result of this study shows that customer satisfaction significantly affects customer repurchase intention. With the praise of infinite gratitude to the presence of Allah SWT for all the blessings of guidance, I can complete the task of preparing a thesis entitled: The Impact of Customer Satisfaction on Repurchase Intention: A Case Study on Papa Ron's Pizza Jababeka, which is one of the requirements in the Bachelor program at President University.
- Background of Study
- Company Profile
- Problem Identification
- Statement of Problem
- Research Objective
- Significance of the Study
- Theoretical Framework
- Hypothesis
- Scope and Limitation
- Definition of Term
Based on Table 1.1, there is a decrease in the number of visitors to Papa Ron's Pizza Jababeka in 2009. Papa Ron's Pizza Jababeka should provide the best customer service in order to retain customers. Customers who are satisfied will be doing a good job for Papa Ron's Pizza by buying again.
However, the author would also like to investigate the most important factor influencing the repurchase intention of Papa Ron's Pizza customers. Is there any influence of customer satisfaction on repurchase intention in Papa Ron's Pizza Jababeka. The author would like to study the relationship between customer satisfaction and behavioral intentions in Papa Ron's Pizza Jababeka.
16 The writer would also like to know what is the factor that influences the customers of Papa Ron's Pizza Jababeka towards their repurchase intention. This research is focused on the topic "The Impact of Customer Satisfaction on Repurchase Intention: Study on Papa Ron's Pizza Consumer in Jababeka".
Customer Satisfaction
- Performance
- Quality
- Disconfirmation
Based on Mittal and Sheth (2001) stated by Wahyuningsih and Nurdin (2010), performance and services are what customers look for to meet their demands and deliver the results they are looking for. Based on Wirtz and Bateson (1999), stated by Wahyuningsih and Nurdin (2010), performance has a high degree of heterogeneity, especially in the service sector, due to the real-time production and consumption of services, which makes quality control difficult and introduces time and place . restrictions on the service encounter. However, perceived performance often differs from objective or technical performance, especially when a product or service is complex and intangible, and when the consumer is unfamiliar with the product or service.
Quality is the set of features and characteristics of products or services that depend on their ability to meet that stated or implied purpose. The above definition shows that quality is determined by customers and not by the organization itself, and that management quality should be based on customer expectations. To meet customer expectations, the organization must meet what the customer wants and needs.
Pre-purchase expectation is the belief about the performance of a product that is expected to appear. A negative disconfirmation occurs when the product's performance is less than expected, while a positive disconfirmation occurs when the product's performance proves to be better than expected.
Repurchase Intention
23 if they believe that the products or services they have purchased were worth what they have given up (Whyuningsih and Nurdin, 2010).
Previous Researches
- Research Methodology
- Scope of Study
- Method of Data Collection
- Type and Data Source
- Data collection Technique
- Population and Sample Technique Collection
- Sampling Technique Applied
- Margin Error
- Actual Computation of the Sample
- Sample Size
- Testing Instrument
- Validity Test
- Reliability Test
- Measurement Scale
- Data result of Validity and Reliability Testing
- Validity Test Result
- Reliability Test Result
- Method of Data Analysis
- Normality test
- Multicolinearity Test
- Heteroscedasticity Test
- F-Test and T-Test
- Hypothesis
As the author explained above, questionnaire is one of tools to capture the data by distributing questionnaire to respondents. The researcher uses questionnaire in this study because the questionnaire is data collection technique which is fast and efficient. Population is the generalization area that consists of: the object/subject that has certain qualities and characteristics that are determined by the researchers to study and then draw the conclusions.
A sample is the portion of the population that we actually examine to gather information. The writer uses the random sampling method for the research to collect the data from the respondent. As a result, the researcher took 28 people out of 30 who have visited Papa Ron's Pizza Jababeka, and at least once it is 2 people.
Hence, the researcher uses the number of respondents who visited Papa Ron's for only one time divided total number of respondents) as value of p. Based on the result, the author determined the number of respondents to be taken as (96) respondents. Based on the calculation of infinite population formula, the author defines sample of population is (96).
For the pre-test questionnaires, the researcher uses 30 questions and 30 respondents, and the average correlation coefficient between the variables or r = 0.361. Based on Sugiyono, if there are any invalid questions, the researcher has two choices whether to eliminate the question or revise the questions. In this study, the writer uses multiple regression analysis as a function to examine the effect of independent variables (performance, quality, expectation and disconfirmation) on the dependent variable (repurchase intention).
In this study, the writer will use the SPSS 16.0 normal probability plot to perform the normality test. A normal probability plot is essentially a plot of ordered observations from a sample against the corresponding percentage points from a standard normal distribution. If the VIF for one of the variables is about or greater than 5, there is collinearity associated with that variable.
The writer will perform an f-test and a t-test using Statistical Package for Science (SPSS) software. H1 : At least one βj ≠ 0, j = 1,2,3 (There is a linear relationship between the dependent variable and at least one of the independent variables) For this test, the researcher will use α = 0.05 level of significance.
- Respondents Profile
- Description of Variables
- Response of Respondent on Performance
- Response of Respondent on Quality
- Response of Respondent on Disconfirmation
- Response of Respondent on Repurchase
- Model Evaluation
- Normality Test
- Multicolinearity
- Heteroscedasticity
- Data Analysis
- Regression Model Result
- Determination Coefficient
- F Test
- t Test
- Interpretation of the Result
The numbers of male respondents are more than female respondents, this happens because Papa Ron's Pizza is located in Jababeka where Jababeka is industrial estate area. There are more Male workers in this area who eat and hang out in Papa Ron's Pizza Jababeka. This means that most respondents agree that performance has an influence on customer repurchase intention.
Respondents agree that Papa Ron's Pizza Jababeka has provided good customer service. Respondents agree that Papa Ron's Pizza Jababeka has provided good quality, and they believe that Pizza from Papa Ron's Pizza Jababeka has better quality. 44 56.8% of customers are neutral about the healthiness of the pizza offered by Papa Ron's Pizza Jababeka.
Indeed, 42.1% of customers agree that Papa Ron's Pizza Jababeka still delivers hot and fresh. The mean score of disconfirmation is 3.53, which means that most of the respondents are satisfied with all the services that Papa Ron's Jababeka has provided and the result of what they expected is good. 38.9% of respondents agree that the price is equal to its service, and this may be what makes customers stay at Papa Ron's Pizza Jababeka.
The respondents answered that they will return to Papa Ron's Pizza Jababeka because of the services, food quality and convenience location. It means that if performance (X1), quality (X) and disconfirmation (X3) are considered constant, the amount of customer repurchase at Papa Ron's Pizza Jababeka is 0.347. It means that every 100% improvement in the performance variable will increase the repurchase of customers at Papa Ron's Pizza Jababeka by 6%.
This means that every 100% improvement in customer expectation will increase customer repurchase at Papa Ron's Pizza Jababeka for 52.4%. This means that every 100% improvement in rejection will increase customer repurchases at Papa Ron's Pizza Jababeka by 30.9%. Based on the result of t-test from table 4.11, the author concludes that the performance of Papa Ron's has no significant influence on customers' repurchase intention.
The result of the analysis of the influence of customer satisfaction (performance, quality and rejection) on repurchase intention above shows that the F-test has a significant influence on customer satisfaction in relation to customer repurchase. The result of the F-test shows that customer satisfaction has a great influence on the customer's repurchase of Papa Ron's Pizza Jababeka.
- Conclusion
- Recommendation
- For the Company
- For Future research
- Pretest Questionnaire
- Questionnaire
- Data Tabulation of Questionnaire
- Visitor Report of Papa Ron's Pizza Jababeka
- Result of Regression Analysis
- Company's Confirmation Letter
Based on the result of the study, the writer wanted to give advice and input as consideration for future improvement. Since the result of the study shows that customer satisfaction contributes to increased repurchase intention, Papa Ron's Pizza should optimize on the three dimensions analyzed in this research. Since the quality of the pizza is the factor that greatly influences the customer's repurchase intention, Papa Ron's Pizza Jababeka should only focus on maintaining the quality of the product itself.
Since this research emphasizes only three dimensions of customer satisfaction which are performance, quality and disconfirmation, the researcher suggests that future research can analyze another variable in the behavioral intention dimension, such as word of mouth. Furthermore, further research can be done by analyzing other variables such as customer loyalty, corporate image and brand preference. Analisis Pengaruh Layanan, from Excellence Produk Terhadap Kepuasan Pelangan and Dampaknya Pada Minat Membeli Ulang.
The Effect of Customer Satisfaction on Behavioral Intentions: A Consumer Behavior Study of Motor Insurance Consumers in Melbourne, Australia.
