Systematic Literature Review : Pengaruh Service Quality terhadap Behavioral Intention
Systematic literatur review, service quality , behavioral intention, kepuasan pelanggan, loyalitas
- Diana Ahir Universitas Sumatera Utara, Indonesia
- Syafrizal Helmi Situmorang Universitas Sumatera Utara, Medan, Indonesia
-
Beby Karina Fawzee Sembiring
*
Universitas Sumatera Utara, Medan,
Indonesia
Abstract
The level of competitiveness in the marketing field is increasing. Consumer demands are becoming more diverse in terms of needs and preferences. The aim of this research is to investigate how service quality influences consumer or customer behavioral intention. The method used in this study is Systematic Literature Review. Article searches were conducted using Publish or Perish and other applications such as Mendeley and VOSViewer. The findings indicate that service quality affects customer satisfaction and loyalty, whereas service quality influences behavioral intention with customer satisfaction as a mediator.
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