THE INFLUENCE OF SERVICE QUALITY AND CUSTOMER SATISFACTION THE PURCHASE INTENTIO N (Studies on Consumer Finance Companies Adira

Branch Surabaya) ABSTRAK

Nowadays in the ownership of modern society prefer to buy on credit with consume r finance companies. Adira is one of the largest consumer finance company in Ind onesia. Adira Group is a subsidiary of PT. Bank Danamon Indonesia Tbk, which beg an doing business in Indonesia since 1991. As a service company, of course the q uality of service is a concept that is very central to the satisfaction of its c ustomers so that it will have an impact on consumer intentions to use the compan y's services again. This study aims to analyze and discuss the influence of serv ice quality on customer satisfaction, service quality effect on repeat purchase intention and effect of customer satisfaction on repeat purchase intention in Ad ira Branch Surabaya. This study conducted in Adira Branch Surabaya customers. The sampling technique is nonprobability sampling with quota sampling. The method of analysis used in t his study is the Partial Least Square Structural Equation Modeling (PLS-SEM) ope rated through SmartPLS and questionnaires as a data collection tool with a sampl e of 150 respondents. The results showed that there was a significant effect of all the variables stud ied in Adira Branch Surabaya. The results showed that there was a significant ef fect of all the variables studied in Adira Branch Surabaya. The effect of servic e quality on customer satisfaction variable has a value of the t-statistic of 11 .920, the effect of service quality on repeat purchase intention has a value of t-statistic of 10.138, and the effect of customer satisfaction on repeat purchas e intention has a value of t-statistic of 2.884. Keywords: Quality of Service, Customer Satisfaction, Repeat Purchase Intentions