ANALISIS PENGARUH PRODUCT QUALITY, SERVICE QUALITY DAN SALESPERSON COMPETENCE TERHADAP REPURCHASE INTENTION MELALUI CUSTOMER SATISFACTION DAN TRUST OF MANUFACTURE PADA PELANGGAN KAFE EXCELSO DI SURABAYA

Abstract

In the industrial world, a sector that will remain potential and will continue to grow is the food and beverage industry. This industry will not be affected by the global crisis that occurs, because food and beverages is a basic requirement for humans. Along with the evolution of the times, urban society at this time experiencing lifestyle changes (lifestyle). Cafe is a culinary industry that incorporates a lifestyle inside, one of the cafes originating from Indonesia is Excelso. Excelso conceptualized its outlets as well as foreign competitors so that the group's Fire Shipbuilders were able to achieve the 14th Best Brand Award in 2015 (http://swa.co.id/, downloaded May 24, 2017). This research is aimed to analyze the influence of product quality, service quality, salesperson competence, customer satisfaction, and trust of manufacture toward repurchase intention customers from Kafe Excelso in Surabaya. The sample used in this research is in men and women aged 18-60 who live in the city of Surabaya a number of 135 respondents who have made purchases of products from Kafe Excelso in Surabaya is also more specific here, that is with at least twice in the period The last three months. For processing and analyzing data in this research that is by using SPSS as software to process data. The analysis result shows that Statistical product and service solutions (SPSS) with software 22.0 as softwere to process data. These empirical findings indicate that the relationship of product quality has a n influence on customer satisfaction with regression coefficient of 0.465. Service qual ity has an influence on customer satisfaction with regression coefficient of 0.498. Sale person competence has an influence on trust of manufacture with regression coefficie nt of 0.210. Customer satisfaction has influence to trust of manufacture with regressio n coefficient equal to 0828. Customer satisfaction has an influence on repurchase inte ntion with regression coefficient of 0.267. Trust of manufacture has an influence on re purchase intention with regression coefficient of 0.346