| dc.description.abstract | Cosmetics are identic with women. Besides fashion, cosmetics also
become a trend that counts by women. Due to the rapid development of cosmetics,
so many cosmetic brands that emerge both from domestic and abroad. However,
there is cosmetic brand that has been worldwide and still survive until now, that is
Revlon. Revlon is a successful cosmetics company from USA abroad including in
Indonesia. Revlon has penetrated Indonesia since 1960s and listed as the first
foreign cosmetics brand to enter Indonesia (revlonindonesia.co.id downloaded on
August 1, 2017).
This study aimed to determine the effect of service quality, product
quality, and the salesperson competence to repurchase intention through customer
satisfaction and trust of manufacturer in Revlon cosmetics products in Surabaya.
The sample used in this study is Revlon customers domiciled in Surabaya,
with vulnerable women aged between 18 to 60 years, has been buying and using
Revlon cosmetic products within the last 3 months, a number of 115 respondents.
For processing and analyzing the data in this research used SPSS software version
22.0. The analysis showed that the positive effect of Service Quality to Customer
Satisfaction, Product Quality positive influence on Customer Satisfaction,
Salesperson Competence positive influence on the Trust of Manufacturer,
Customer Satisfaction positive effect on Trust of Manufacturer, Customer
Satisfaction has positive influence on Repurchase Intention, Trust of
Manufacturer influential positively to Repurchase Intention.
Based on the results of the study found that Revlon should pay attention to
the variables of Service Quality and Product Quality to increase sales by ensuring
that the customer gets a pleasant experience for shopping this can be done by
providing the best possible service to customers Revlon cosmetics products for
example by providing services to customers quickly. In addition, by way of
further improve product quality by issuing Revlon makeup variants corresponding
to the season for example issuing Christmas Edition during Christmas. | en_US |
