The Influence of Service Quality, Customer Satisfaction, Price, and Word of Mouth on Repurchase Interests in Drugstore

Abstract

This study aims to determine whether there is an influence between Service Quality, Customer Satisfaction, Price, and Word of Mouth on Repurchase Interest in Drugstore. This research was conducted for one month from December 2018 to January 2018. The research method used was a survey method with a causality approach. The population in this study was that Jakarta residents who were customers of drugstore amounted to 235 respondents. The sampling technique used was the nonprobability purposive sampling technique, which is the population residing in the DKI Jakarta area, so that the sample in this study amounted to 215 respondents. Data collection techniques using library techniques and questionnaires. Data analysis techniques using SmartPLS software version 3.2.8 PLS (Partial Least Square) with structural equation analysis (SEM). The results show that the variable that has a large influence on repurchase interest is Word of Mouth. While variables that have a low influence on repurchase interest are customer satisfaction. In this study, it can be explained that there are joint and significant influences between the effect of Service Quality, Customer Satisfaction, Price, and Word of Mouth on Repurchase Interests.