KINASIH, NABILAH APSARI HAYU (2024) THE INFLUENCE OF SELF-SERVICE TECHNOLOGY (SST) AND SERVICE QUALITY TOWARDS REPURCHASE INTENTION THROUGH CUSTOMER SATISFACTION (STUDY ON MCDONALD’S CONSUMER IN SEMARANG). Undergraduate thesis, FAKULTAS ILMU SOSIAL DAN ILMU POLITIK UNIVERSITAS DIPONEGORO.

	Text Cover.pdf - Submitted Version Restricted to Repository staff only Download (723kB)
	Text BAB I.pdf - Submitted Version Download (834kB)
	Text BAB II.pdf - Submitted Version Download (430kB)
	Text BAB III.pdf - Submitted Version Restricted to Repository staff only Download (839kB)
	Text BAB IV.pdf - Submitted Version Download (115kB)
	Text DAFTAR PUSTAKA.pdf - Submitted Version Download (77kB)
	Text LAMPIRAN.pdf - Submitted Version Restricted to Repository staff only Download (1MB)

Abstract

ABSTRACT
The ease of access obtained in this era of globalization makes it easier for
us to obtain information from one country to another. Products can easily enter
countries, starting from the clothing industry to the food industry. The tendency of
residents of cities in Indonesia to eat at fast food restaurants is considered to have
its own social value and prestige, so as to be able to elevate that person's social
status, which in turn will bring the impression that the image of a luxury fast food
restaurant or prestigious with McDonalds being the second most well-liked fastfood restaurant.
Repurchase intention is driven by the restaurant's ability to deliver
goodself-service

technology machines and also good service quality which will
increase customer satisfaction. However, the level of repeat purchase decisions for McDonalds purchases has decreased. Therefore, this study aims to determine the
effect of self-service technology, service quality, and customer satisfaction on thedecision to repurchase intention to purchase McDonalds.
This study uses a quantitative approach with an explanatory research type.
The respondents in this study were McDonalds customers in the city of Semarang
with a sample size of 100 respondents calculated using non-probability sampling
techniques. The data that has been collected is then processed using data analysis
techniques including validity tests, reliability tests, regression tests, mediation tests,
path analysis, and sobel tests using SPSS software.
The conclusion of this study shows that self-service technology, service
quality, and customer satisfaction have a positive effect on the decision to
repurchase intention to purchase McDonalds. This means that by strengthening the
existence of Self-service technology machines, providing good service quality can
increase customer desire to make repeat purchases because customers have
satisfaction.

Keywords: Self-service technology, Service Quality, Customer Satisfaction,
Repurchase Intention

Actions (login required)

View Item