The aim of this study is to examine the influence between service quality (SQ) and customer repurchase likelihood (CRL) is mediated by switching cost (SC) and trust (TR). Data were collected from 145 students of the Faculty of Economics in Malang City. SEM-PLS is used as an analytical tool to test the model. The results showed that SQ directly had a significant effect on CRL, TR, and SC. TR and SC have a significant effect on CRL. In addition, TR and SC have been proven to fully mediate SQ relations with CRL. The results of the study indicate that the relationship between SQ and CRL is a process model through TR and SC.
Keywords: service quality, trust, switching cost, repurchase likelihood
Penelitian ini bertujuan untuk menguji peran dari competitive advantage sebagai variabel median pada pengaruh antara learning orientation dengan organization performance. Penelitian dilakukan pada UKM (Usaha Kecil Menengah) di Kota Malang sebanyak 150 UKM dan dari kuesioner yang disebarkan yang layak di analisis sebanyak 134 kuesioner, yang dianalisis menggunakan program SmartPls 2. Hasil penelitian menunjukkan bahwa pengaruh antara learning orientation terhadap organization performance pada total effects menunjukan nilai β = 0,511 dengan nilai t = 7,370 > 1,86 (t tabel α = 5%) secara statistik berpengruh dan signifikan. Learning orientation juga berpengaruh positif terhadap competitive advantage dengan koefisien β = 0,670 dan nilai t = 7.889 > 1,86 (t tabel α = 5%). Competitive advantage juga berpengaruh positif terhadap organization performance dengan β = 0,248 dan nilai t = 2,501 > 1,86 (t tabel dengan α = 5%). Competitive advantage terbukti memediasi pengaruh antara learning organization terhadap organization performance dengan nilai koefisien β pada total effects sebesar 0,511 dan nilai t = 7,370 > 1,86 (t tabel pada α = 5%) dengan sifat mediasi parsial.
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