| dc.description.abstract | Retail business in Indonesia is increasingly developing which shows very tight growth
and competition, one of them is fashion retail. Clothing has become a lifestyle and fashion as a
symbol of status, position, or position of someone who wears it. Retailers are expanding to make it
easier for consumers to purchase the product and people's hearts. Fashion retailers have entered the
Surabaya, including H&M, LC Waikiki, Uniqlo, Pull and Bear, Zara to Stradivarius. To survive in
this era, retailers must improve service quality and product quality so that customers want to
repurchase.
This research aims to analyze the effect of dimension of Service Quality and Product
Quality on Customers Satisfaction; the effect of variables Customers Satisfaction on Repurchase
Intention. In increasing positive Repurchase Intention, the samples used in this study are H&M,
customers aged 17-65 years, both men and women, domiciled in Surabaya,shopped in stores H&M
Surabaya at least 3 times within the past year, and interacted with employees of H&M. This study
used 100 respondents and SPSS 22.0 to process data.
The results of this study indicate that having the greatest influence is Customers
Satisfaction on Repurchase Intention which has an effect of 0.685, then the second largest
influence is Product Quality on Customers Satisfaction of 0.325, and the third largest influence is
Tangible on Customers Satisfaction of 0.275, and the fourth biggest influence is Assurance on
Customers Satisfaction is 0.216, and the fifth largest influence is Empathy on Customers
Satisfaction of 0.040, and the sixth biggest influence is Responsiveness to Customers Satisfaction
of 0.030, and the last biggest influence is Reliability against Customers Satisfaction of 0.024 | en_US |
