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Analisis Dampak Pengaruh Kualitas Pelayanan dan Kepuasan Sebagai Variabel Intervening Terhadap Loyalitas Pelanggan Topsell Mojokerto

Jurnal Ilmiah Riset Manajemen

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Title Analisis Dampak Pengaruh Kualitas Pelayanan dan Kepuasan Sebagai Variabel Intervening Terhadap Loyalitas Pelanggan Topsell Mojokerto
 
Creator Lestari, Arista Dwi
Djaelani, Abdul Kodir
Primanto, Alfian Budi
 
Description Abstract                  This study aims to determine the direct effect of service quality on customer loyalty, to determine the direct effect of service quality on customer satisfaction, to determine the direct effect of customer satisfaction on customer loyalty and to determine the indirect effect of service quality on customer loyalty through Customer satisfaction Topsell Mojokerto. In this study, it was obtained a population of 12000 Topsell Mojokerto customers, while the sample in this study amounted to 100 customers. In this study, the method used in sampling is purposive sampling technique. The data analysis method used was the path analysis normality test instrument test and hypothesis testing.The results showed that there was a significant influence between service quality and satisfaction. There is a significant influence between service quality on loyalty. There is a significant influence between satisfaction on loyalty and satisfaction is able to mediate between service quality on loyalty. Keywords : service quality,satisfaction and loyalty
 
Publisher Jurnal Ilmiah Riset Manajemen
 
Contributor —
 
Date 2020-08-14
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://riset.unisma.ac.id/index.php/jrm/article/view/8422
 
Source Jurnal Ilmiah Riset Manajemen; eJrm Vol. 09 No.22 Agustus 2020
 
Language eng
 
Relation http://riset.unisma.ac.id/index.php/jrm/article/view/8422/6974
 
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