Analisis Pengaruh Service Quality, Customer Expectation, Perceived Risk Dan Social Influence Terhadap Behavioral Intention Melalui Customer Satisfaction Pada Jasa Perawatan Aira Skin Klinik Di Kota Samarinda --Ed. 1

ABSTRAK
Penelitian ini bertujuan untuk menganalisa pengaruh Service
Quality,Customer Expectation, Perceived Risk, dan Social influence terhadap
Behavioral Intention melalui Customer Satifaction. Penelitian ini menggunakan
pendekatan kuantitatif dengan menggunakan path analysis yang diolah dengan
software IBM SPSS Statistic 19 dan Structural Equation Model (SEM) dengan
software IBM AMOS 5.0. Penelitian ini menggunakan sampel sebanyak 115
orang yang diambil dari sejumlah pengguna jasa perawatan Aira Skin Klinik di
Kota Samarinda. Skala pengukuran menggunakan skala Likert dengan skor 1-5.
Berdasarkan model structural dapat dibuktikan bahwa Service
Quality,Customer Expectation, Social Influence berpengaruh signifikan terhadap
Customer Satisfaction;Perceived Risk, tidak berpengaruh signifikan terhadap
Customer Satisfaction; Service Quality, Perceived Risk, dan Customer
Expectation tidak berpengaruh signifikan terhadap Behavioral Intention;
Behavioral Intention berpengaruh signifikan terhadap Behavioral Intention.
Kata Kunci :Service Quality,Customer Expectation, Perceived Risk, dan
Social influence, Behavioral Intention,Customer Satifaction
ABTRACT
The purpose of this paperis to analyse the influence of Service
Quality,Customer Expectation, Perceived Risk, and Social influence on
Behavioral Intention through Customer Satifaction. This study uses a quantitative
approach using path analysis whis is processed with IBM SPSS Statistic 19
software and Structural Equation Model (SEM) with software IBM AMOS 5.0. this
study used sample of 115 people take from a number of user Aira Skin Clinic
care services in Samarinda city. The measurement scale uses a Likert with a
score of 1-5.
Based on the structural model,it can be proven that Service
Quality,Customer Expectation, Social Influence have a significant effect on
Customer Satisfaction;Perceived Risk, have no significant on Customer
Satisfaction; Service Quality, Perceived Risk, and Customer Expectation have no
sifnificant on Behavioral Intention; Behavioral Intention has a significant on
Behavioral Intention.
Keywords :Service Quality,Customer Expectation, Perceived Risk, dan
Social influence, Behavioral Intention,Customer Satifaction