SKRIPSI MBS

PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL MODERASI PADA PELANGGAN INDOMARET DI KECAMATAN KARTASURA

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ABSTRACT

This research aims to determine the effect of Service Quality on Customer
Loyalty, Customer Satisfaction on Customer Loyalty, and Service Quality on
Customer Loyalty with customer satisfaction as a moderating variable for
Indomaret customers in Kartasura District.
This research uses quantitative methods with a population of Indomaret
customers in Kartasura District who have shopped at least once at Indomaret. This
research sample was taken from 98 customers aged 15-55 years. The type of data
in the research is primary data with data collection through distributing
questionnaires online and offline. The sampling technique uses purposive sampling.
The dependent variable (Y) is Customer Loyalty. The independent variable (X) is
service quality. The moderating variable (Z) is Customer Satisfaction. The data
analysis method used is Moderated Regression Analysis (MRA) with data
processing carried out using SPSS version 16.
The research results show that the variables of service quality and customer
satisfaction have a positive and significant effect on customer loyalty. Furthermore,
the customer satisfaction variable is able to moderate but weaken the influence of
service quality on Indomaret customer loyalty, Kartasura District.
Keywords: service quality, 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 MUH p 23

Penerbit

SUKOHARJO : Manajemen Bisnis Syariah_UIN RM Said., 2023

Deskripsi Fisik

21 cm, 129 halaman

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

2X6.3

Tipe Isi

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Tipe Media

-

Tipe Pembawa

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Edisi

-

Subjek

Manajemen Bisnis Syariah

Info Detail Spesifik

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Pernyataan Tanggungjawab

Muhammad Iqbal Fattony

Versi lain/terkait

Lampiran Berkas

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