The Analysis of Service Excellence and Service After Sales on Repurchase Intention

Abstract

It is impossible to produce quality products and services without quality people and processes. The existence of very busy peak periods is a problem in itself for service marketing. Service quality is the best matrix for evaluating consumer satisfaction in comparison between expectations and perceptions of service. Quality not only emphasizes aspects of the final result, namely products and services, but also concerns human quality, process quality and environmental quality. From the data above, it can be said that many outlets do not necessarily have high consumption value either. Services in general are intangible and cannot be fully owned by consumers.