The influence of service quality and product quality on repurchase intention at Northeast coffee shop with customer satisfaction as a mediating variable

Abstract

This study aims to (1) Find out the effect of service quality on repurchase interest in Northeast coffee shop customers, (2) Find out the effect of product quality on repurchase interest in Northeast coffee shop, (3) Find out the effect of service quality on customer satisfaction in Northeast coffee shop customers, (4) Find out the effect of product quality on customer satisfaction in Northeast coffee shop customers, (5) Knowing the effect of customer satisfaction on repurchase intention in Northeast coffee shop customers, (6) Knowing the effect of service quality on repurchase intention through customer satisfaction
as a mediating variable for Northeast coffee shop customers in Padang City, (7) Knowing the effect of product quality
on repurchase intention through customer satisfaction as a mediating variable for Northeastcoffee shop customers in
Padang City. The population in this study were consumers who had shopped at Northeast coffee shop in Padang City whose number was unknown, the sample size in this study was 242 respondents. Data collection was carried out through an online questionnaire using google form media and processed with the SEM-PLS application 4: (1) service quality has a significant positive effect on repurchase intention (2) product quality has a significant positive effect on repurchase intention (3) service quality has a significant positive effect on customer satisfaction (4) product quality has a significant positive effect on customer
satisfaction (5) service quality has a significant positive effect on repurchase intention with customer satisfaction as a mediating variable (7) product quality has a significant positive effect on repurchase intention with customer satisfaction as a mediating variable.