Influence of Service Quality and Corporate Image on Repurchase Intention of Services at PT MIP Semarang

Authors

  • Della Okta Viana Jurusan Administrasi Bisnis, Politeknik Negeri Semarang
  • Kurniani Jurusan Administrasi Bisnis, Politeknik Negeri Semarang
  • Saptianing Jurusan Administrasi Bisnis, Politeknik Negeri Semarang

DOI:

https://doi.org/10.32497/jobs.v11i2.7792

Keywords:

Corporate Image, Service Quality, Repurchase Intention

Abstract

This research was conducted at PT Multiguna International Persada Semarang, a freight forwarding company. The aim of this study was to determine the effect of service quality and corporate image on repurchase intention. The research method used a saturated sampling technique with 55 respondents. Data were collected through questionnaires, interviews, and literature review, then analyzed using multiple linear regression with SPSS version 26. The results showed that service quality and corporate image had a positive and significant effect on repurchase intention, with corporate image as the most dominant variable. The resulting regression equation was Y = -2.504 + 0.136X₁ + 0.301X₂ + e. The conclusion of this study is that improving service quality and corporate image can encourage loyalty and increase consumer repurchase intention

References

Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179–211. Academic Press Inc.

Kurniawan, H. B., Made, I., & Dirgantara, B. (2018). Pengaruh kualitas layanan, atmosfir toko terhadap perilaku pembelian ulang melalui citra dan kepuasan pelanggan sebagai variabel intervening (Studi pada Legend Coffee Yogyakarta). Diponegoro Journal of Management, 9(4). https://ejournal.s1.undip.ac.id/in dex.php/dbr

Parasuraman, A., Zeithaml, V. A., & Berry, L. L.(1988). SERVQUAL: A multiplitem scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40. Greenwich.

Sakyarsih, N., & Gunawan, T. (2022). Pengaruh kualitas layanan terhadap loyalitas pelanggan pada klinik hewan di Indonesia: Studi literatur. Jurnal Veteriner Indonesia, 15(2).

Setiawan, A., Arfani, M., & Herawati, A. (2024). Analisis kualitas pelayanan dan citra perusahaan terhadap kepuasan pelanggan pada PT Pos Klampis Ngasem. Sarwani Administrative Business, 2(2).

Sugiyono. (2013). Metode penelitian kuantitatif, kualitatif, dan R&D. Alfabeta.

Tian, H., Siddik, A. B., & Masukujjaman, M. (2022). Factors affecting the repurchase intention of organic tea among millennial consumers: An empirical study. Behavioral Sciences, 12(2),50. https ://doi.org/10.3390/bs12020 050

Downloads

Published

2025-12-18

Issue

Vol. 11 No. 2 (2025): Desember 2025

Section

Articles

License

Copyright (c) 2025 Della Okta Viana, Kurniani, Saptianing

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Authors who publish with this journal agree to the following terms:

Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.

Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.

Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).