The impact of perceived justice on repurchase intention through the mediation of customer satisfaction among Pizza Hut Surabaya customers

Julyanawaty, . (2019) The impact of perceived justice on repurchase intention through the mediation of customer satisfaction among Pizza Hut Surabaya customers. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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Abstract

The development of service industry, especially restaurant, has an increasing effect on Indonesia GDP. The customers often feels that they are treated differently with other customers which make their intention to go back to the restaurants. This research aims to analyse the impact of Perceived Justice on Repurchase Intention through the mediation of Customer Satisfaction among Pizza Hut Surabaya customers. This research is a causal study which examines seven hypotheses. The total number of respondents are 150 people whose live in Surabaya, aged 17 years old or above, and have visited Pizza Hut Surabaya in the past six months. The data is collected from questionnaire that shared through social media and processed using LISREL 8.80 as Structural Equation Model is used as a data analysis technique in this research. The results of this research show that Distributional Justice and Interactional Justice has a positive and significant effect toward Customer Satisfaction, Customer Satisfaction has a positive and significant effect on Repurchase Intention, and Customer Satisfaction as a mediator is significant to prove the impact of Distributional Justice and Interactional Justice on Repurchase Intention. On the other hand, Procedural Justice has a positive and insignificant effect on Customer Satisfaction, and Customer Satisfaction positively but insignificantly mediates Procedural Justice on Repurchase Intention. The result of Procedural Justice indicates that Pizza Hut Surabaya does not care about the procedure used in Pizza Hut Surabaya, they only focus on the outcome and interactional provided by Pizza Hut Surabaya.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Distributional Justice, Procedural Justice, Interactional Justice, Customer Satisfaction, Repurchase Intention
Subjects: Business > International Business Management
Divisions: Faculty of Business > International Business Management Undergraduate Study Program
Depositing User: Users 6450 not found.
Date Deposited: 29 Jan 2019 07:17
Last Modified: 29 Jan 2019 07:31
URI: http://repository.wima.ac.id/id/eprint/17239

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