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Pengaruh Service Quality Terhadap Customer Loyalty Melalui Kepuasan Sebagai Variabel Intervening (Studi Kasus Pada Anggota Simpan Pinjam KUD Pakis Malang)

Jurnal Ilmiah Riset Manajemen

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Title Pengaruh Service Quality Terhadap Customer Loyalty Melalui Kepuasan Sebagai Variabel Intervening (Studi Kasus Pada Anggota Simpan Pinjam KUD Pakis Malang)
 
Creator Susanto, Hermawan
Rachma, N.
Hufron, M.
 
Description Abstract The aim of this research is to find out the service quality toward customer loyalty through the satisfaction as the intervening variable. The population of this research is the data which is collected from the KUD Pakis Malang in 2017. The sample is collected by using accidental sampling technique with 64 respondents. The analysis is done by using path analysis. The research finding indicated that service quality significantly affects the customer loyalty with the score (sig. 0.000), the service quality significantly affects the satisfaction with the score (sig. 0.000), the satisfaction significantly affects the costumer loyalty with the score (sig. 0.000), the satisfaction also do not mediate between the service quality and the customer loyalty because the directed effect is higher than undirected effect. Keyword: Service Quality, Customer Loyalty,  Satisfaction 
 
Publisher Jurnal Ilmiah Riset Manajemen
 
Contributor —
 
Date 2018-08-17
 
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/1181
 
Source Jurnal Ilmiah Riset Manajemen; ejrm Vol. 7 No. 7 Agustus 2018
 
Language eng
 
Relation http://riset.unisma.ac.id/index.php/jrm/article/view/1181/1188
 
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