| dc.description.abstract | The research purpose is to find significant effect of service quality (tangible,
reliable, responsiveness, assurance, and empathy) on repurchase intention, through
intervening variable of customer satisfaction at BMG music recording studio, MalangIndonesia. This quantitative research applies JASP software, an open-source statistics
program, to process the questionnaires research data. The research participants consist
of 169 respondents who are customers of BMG Music Recording Studio, MalangIndonesia. The results show hat the five dimensions of service quality have a significant
effect on customer satisfaction. Meanwhile, the dimensions of service quality that have
a significant effect on repurchase intention through the mediation of customer
satisfaction are reliability and empathy. However, the variable customer satisfaction
does not show a mediating effect on the relationship between the dimensions of
tangible, responsiveness and assurance on repurchase intention. Customer satisfaction
has a significant effect as an intervening variable on the relationship between service
quality and repurchase intention. | en_US |
