The Impact of Perceived Service Quality on Repurchase: A Study of a Distance Education Institution

Harsasi, Meirani and Anfas, (2015) The Impact of Perceived Service Quality on Repurchase: A Study of a Distance Education Institution. In: The 1st Asia Pasific Conference on Advance Research, 23-24 Juli 2015, University of Adeliade, Australia.

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Abstract

The success of service industry is highly depending on consumer satisfaction, including in higher education institutions. Customer satisfaction is strongly influenced by the quality of the service, how the needs and desires of consumers can be met in accordance with customer expectations. Customers will compare the value of the consumed services that have been done, so this will affect the decision to re-purchase. This study aimed to analyze the effect of perceived service quality to repurchase decision. Data obtained by distributing questionnaires to students and as many as 126 questionnaires can be used for further analysis. The results showed that perceived service quality has positive effect on customer satisfaction, customer satisfaction has positive effect on perceived value and perceived value has positive effect on repurchase.

Item Type: Conference or Workshop Item (Paper)
Additional Information (ID): 2015-In-013
Uncontrolled Keywords: perceived service quality; customer satisfaction; perceived value; repurchase
Subjects: 100 Philosophy and Psychology > 150-159 Psychology (Psikologi/Ilmu Jiwa) > 153.4 Thought, Thinking, Reasoning, Intuition, Value, Judgment (Pemikiran, Pertimbangan, Intuisi, Nilai)
600 Technology and Applied Sciences > 640-649 Home Economic and Family Living (Kesejahteraan Rumah Tangga dan Kehidupan Keluarga) > 640.7 Purchasing Guides (Panduan Belanja, Daftar Belanja Rumah Tangga)
600 Technology and Applied Sciences > 650-659 Management and Auxiliary Service (Manajemen dan Ilmu yang Berkaitan) > 658.812 Customer Satisfaction/TQM/Quality Of Service (Kepuasan Pelanggan)
Divisions: Koleksi Digital > Artikel
Depositing User: Praba UT
Date Deposited: 25 Oct 2016 01:37
Last Modified: 31 Aug 2018 07:45
URI: http://repository.ut.ac.id/id/eprint/3786

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