Pengaruh Service Innovation, Consumer Experience Dan Repurchase Interest Terhadap Kepuasan Konsumen Kopi Keliling Modern Setunggal Nusantara (Studi Kasus Mahasiswa Universitas Islam Malang)

Abstract

Abstract

The purpose of this study is to examine the influence of Service Innovation, Consumer Experience, and Repurchase Interest on Consumer Satisfaction. This type of research uses quantitative research with an explanatory research approach. The sample collection method used 75 respondents, consumer of Kopi Keliling Setunggal Nusantara, who participated in this study. Data were processed using IBM SPSS version 22. The results of this research study indicate that the variables Service Innovation (X1), Consumer Experience (X2), and Repurchace Interest (X3) each have a significant partial effect on Consumer Satisfaction (Y). The F test results obtained a calculated F value of 17.956 with a significance level of < 0,05 (0,00 < 0,05). Adjusted R2 analysis shows that the combination of the variables Service Innovation (X1), Consumer Experience (X2), and Repurchace Interest (X3) simultanesously influences Consumer Satisfaction by 40,7% while the remaining 69,3% is influenced by other variables not included in this study.

Keywords: Consumer Satisfaction, Service Innovation, Consumer Experience, Repurchace Intention.