The Effect of Service Quality on Consumer Satisfaction in Creating Reuse Intention of Personal Shopper Services

Abstract

The purpose of this research is to find out the effect of service quality on consumer
satisfaction in creating reuse intention of personal shopper service. The method that is used is
quantitative research method. The sample collection technique uses purposive sampling technique
with the total sample of 65 respondents who are the consumers that have ever used personal
shopper service at least once. Data collection technique is carried out by distributing questionnaires
by using Likert Scale as its measurement instrument. The data is analyzed using multivariate
technique, that is, Structural Equation Modeling Partial Least Square (SEM-PLS) to analyze the
relationship among variables. The result of this research indicates that service quality has the effect
significantly and positive on consumer satisfaction, consumer satisfaction has the effect
significantly and positive on reuse intention, service quality does not affect significantly on reuse
intention, and service quality has the effect significantly and positive on reuse intention through
consumer satisfaction as mediating variable.
Keywords: Service Quality, Consumer Satisfaction, Reuse Intention, Personal Shopper Service.