STUDI MENGENAI FAKTOR - FAKTOR YANG MEMPENGARUHI KEINGINAN MEMBELI ULANG (Studi kasus pada PT. Bank BPD Jateng)

Abstract

ABSTRACT When ones consume a product affected by his expect and experience in the past. Experience in the past decided by the form of service given by company in situation when the transaction happened. The two things will give the satisfaction to customer that at last will pursue desire to repurchase. This statement affect researcher to held a research that will test if there are a correlation between variables used. This research held to find out if there are correlation between service quality, physical and mental situation when transaction happened and customer satisfaction and desire to repurchase. The result of this research are : first, service quality given by a company have a positive correlation with customer satisfaction. The Second one is the customer satisfaction will pursue desire to repurchase. The last one, physical and mental situation when transaction happened, have a positive correlation with desire to repurchase. The result found that to create the desire to repurchase, need best attention to all service quality components, physical and mental customer situation component when transaction happened that give customer satisfaction.