PENGARUH KEBANGGAAN, KEPERCAYAAN, KUALITAS LAYANAN DAN NILAI PELANGGAN TERHADAP KEPUASAN KONSUMEN DAN PERILAKU MEMBELI ULANG WANITA KARIR DI PASAR SWALAYAN MANADO

ABSTRACT
ALTJE LENNY TUMBEL. The Effect Pride, Trust, Customer Value,
Service Quality on Customer Satisfaction and Repurchase Behavior
of white collar woman at Supermarket in Manado ( supervised by
Osman Lewangka dan H. Rahmatia)
This study aims to test the influence of the pride, trust, service
quality, and customer value towards repurchase behavior which is
mediated by customer satisfaction.
The population of the study was all supermarket customer. The
sampel is 150 customers which taken by accidental sampling. The data
were collected trought questionnaere. The data were analyzed by using
structural equation modeling ( SEM ).
This study results a finding that the pride, trust, service quality, and
customer value, will lead the repurchase behavior through customer
satisfaction. The result indicated that the pride, trust, service quality, and
customer value influence directly, no significantly and positively to
repurchase behavior, conversely influences directly positively and
significantly to customer satisfaction.
The result indicated the pride, service cuality, and customer value
influence directly, no significantly to repurchase behavior conversely
influence directly positively and significantly to customer satisfaction. Trust
has significan influence to customer behavior, but has no significant
influence to customer satisfaction.
Customer satisfaction has significan influence to repurchase behavior.