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The Impact of Service Quality through Customer Satisfaction on Customer Loyalty

Nidhomul Haq : Jurnal Manajemen Pendidikan Islam

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Title The Impact of Service Quality through Customer Satisfaction on Customer Loyalty
 
Creator Sagala, Ishak
Zebua, Yuniman
Halim, Abd
 
Description The research aims to recognize the impact of the quality of service through customer satisfaction that is given by the employees of the customer loyalty at UD. Keraton Workshop and its influence on customer loyalty at UD. Keraton Workshop. Data processing techniques using SPSS data analysis. The population in this study are customers or buyers at UD. The Jepara Jati Palace Workshop, which is located in Labuhanbatu. The sample collection technique used is probability sampling by referring to random sampling incidents, the number of samples used is 100 people who shop at UD. Jepara Jati Palace Workshop. The study led to the conclusion the quality of service and customer satisfaction is impacted by partial towards Customer Loyalty is reviewed by Sig. <0.05 for both variables and in terms of the comparison of the value of t count and t table is t table <of t count so that Service Quality and Customer Satisfaction have a positive impact on Customer Loyalty. Looking at the results of models 1 and 2, it can be seen that the direct impact given by the service quality variable on customer loyalty is 0.341 and the indirect effect of service quality through customer satisfaction on customer loyalty is 0.252
 
Publisher Program Studi Manajemen Pendidikan Islam Institut Pesantren KH Abdul Chalim Mojokerto
 
Date 2021-07-22
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://e-journal.ikhac.ac.id/index.php/nidhomulhaq/article/view/1430
10.31538/ndh.v6i2.1430
 
Source Nidhomul Haq : Jurnal Manajemen Pendidikan Islam; Vol 6 No 2 (2021): Islamic Education Management; 236-243
2503-1481
10.31538/ndh.v6i2
 
Language eng
 
Relation https://e-journal.ikhac.ac.id/index.php/nidhomulhaq/article/view/1430/654
 
Rights Copyright (c) 2021 Ishak Sagala; Yuniman Zebua; Abd Halim
http://creativecommons.org/licenses/by-sa/4.0