Analisis Pengaruh Kualitas Pelayanan Responsiveness Dan Kepuasan Pelanggan Terhadap Pembelian Ulang Pada Usaha Nii Kutchen Bakery (Studi Kasus Masyarakat Bengkalis)

This study aims to analyze how the quality of responsiveness and customer satisfaction affect repeat order at nii kutchen bakery. The type of research used is associative. The population in this study were the people of Bengkalis Regency. The sampling technique used in this study was Nonprobability Sampling with proposive Sampling technique, with a total of 100 respondents. The data analysis method used is multiple linear regression analysis. The results of this study indicate that responsiveness has a significant effect on repeat order with a tcount> ttable value of 5,578> 1.984 and a significance value of 0.000. Then customer satifacition has a significant effect on repeat order with a tcount value 5,864> 1.984 and a significance value of 0.000. Furthemore responsiveness serive quality and customer satifaction have a simultaneous efefect on repeat order with an Fcount>Ftable value of 173,774> .This study contributes to the development of more responsiveness services to customer needs, especially store customers. In addition, the results to this, study can be a basis for customers off the Nii Kutchen Bakery store in improving the quality of responsiveness service so that customers feel satisfied in order to increase repeat order at the Nii Kutchen Bakery.