THE INFLUENCE OF SERVICE QUALITY, CUSTOMER SATISFACTION TOWARDS REVISIT INTENTION IN PLANET FUTSAL

Abstract

Purpose The purpose of this research paper is to find out influence of service quality, customer satisfaction on revisit intention among customers of Planet Futsal in North and South Jakarta. Design/methodology/approach This research is conducted with quantitative research method. Questionnaire consisted of 32 statements has been gave out to 300 respondents who is playing the futsal in Planet Futsal. In order to analysis the results the validity is applied to testing adopt factor, Cornbrash’s alpha for reliability and Structural Equation Model applied to testing hypothesis as well. Gender, age as the demographic variables asked in questionnaire. Findings In this research was found out tangibility, reliability, responsiveness, assurance, empathy significantly influences on customer satisfaction toward revisit intentionamong customers of Planet Futsal in North and South Jakarta. Originality/value This study is discuss the service quality which is consists of tangibility, reliability, responsiveness, assurance, empathy and customer satisfaction significantly influences on revisit intention more deeper based on the previous studies, in order to better understanding which factors influence revisit intention for in Indonesia.