SKRIPSI MBS

PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING

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ABSTRACT This study aims to determine the effect of service quality on customer loyalty through customer satisfaction as an intervening variable in Joglosemarkerto train customers. This study used purposive sampling techniques through questionnaires as data collection material with respondents totaling 100 customers who had used Joglosemarkerto train services at least more than twice and were aged 18-40 years. Service quality in this study acts as an independent variable, while customer loyalty depends on customer satisfaction as an intervention or mediating variable. This study uses quantitative methods and data analysis is carried out using several statistical tests, including classical assumption test, model accuracy test, hypothesis testing (t test), multiple linear regression analysis, and Sobel test with the help of SPSS 23. The results showed that: (1) service quality has a positive effect on customer satisfaction. Based on the results of the study, it can be seen that the quality of service provided by the Joglosemarkerto train service provider can affect the satisfaction of Joglosemarkerto train customers. (2) service quality has a positive effect on customer loyalty. Based on the results of the study, it can be seen that the quality of service can affect the loyal attitude of Joglosemarkerto train customers. (3) Customer satisfaction has a positive effect on customer loyalty. Based on the results of the study, it can be seen that the satisfaction felt by customers can affect the loyalty attitude of Joglosemarkerto train customers. (4) service quality positively affects customer loyalty through customer satisfaction as an intervening variable. Based on the results of the study, it can be seen that customer satisfaction is able to mediate the relationship between service quality and customer loyalty. Keywords: quality of service, customer loyalty, customer satisfaction.

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Ketersediaan

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Informasi Detail

Judul Seri

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No. Panggil

2X6.3 RIS p 23

Penerbit

SUKOHARJO : Manajemen Bisnis Syariah_UIN RM Said., 2023

Deskripsi Fisik

21 cm, 104 halaman

Bahasa

Indonesia

ISBN/ISSN

-

Klasifikasi

2X6.3

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

-

Subjek

Manajemen Bisnis Syariah

Info Detail Spesifik

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Pernyataan Tanggungjawab

Risma Ismatul Muhibbah

Versi lain/terkait

Lampiran Berkas

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