Image of Dampak Kualitas Pelayanan, Fasilitas Terhadap Kepuasan Pelanggan Melalui Kepercayaan Sebagai Variabel Intervening (Studi Kasus pada Peserta BPJS Ketenagakerjaan Klaten)

SKRIPSI MBS

Dampak Kualitas Pelayanan, Fasilitas Terhadap Kepuasan Pelanggan Melalui Kepercayaan Sebagai Variabel Intervening (Studi Kasus pada Peserta BPJS Ketenagakerjaan Klaten)

ABSTRACT

This research aims to analyze and determine the effect of service quality on
customer satisfaction, service quality on trust, facilities on customer satisfaction,
facilities on trust, trust on customer satisfaction, service quality on customer
satisfaction through trust, facilities on customer satisfaction through trust.
Quantitative research method with data collection using a questionnaire.
The research population included BPJS Ketenagakeraan Klaten participants with
a sample of 156 respondents calculated using the Yamane, Isaac dan Michael
formula, the technique used was non-probability sampling with a sampling
technique using accidental sampling.
The results of this research show thaht: (1) service quality does not directly
influences customer satisfaction significantly (2) service quality directly influences
significantly trust (3) facilities directly do not significantly influence customer
satisfaction (4) facilities directly influence significantly trust (5) trust directy has a
significant influence on customer satisfaction (6) service quality indirectly has a
significant influence on customer satisfaction through trust as an intervening
variable (7) facilities indirectly has a significant influence on customer satisfaction
through trust as an intervening variable
Keyword: servis quality, facilities, trust, customer satisfaction

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Informasi Detail
Judul Seri
-
No. Panggil
2X6.3 FAU 24
Penerbit
SUKOHARJO : Manajemen Bisnis Syariah_UIN RM Said.,
Deskripsi Fisik
21 cm, 103 Halaman
Bahasa
Indonesia
ISBN/ISSN
-
Klasifikasi
2X6.3
Tipe Isi
-
Tipe Media
-
Tipe Pembawa
-
Edisi
-
Subjek
Manajemen Bisnis Syariah
Info Detail Spesifik
-
Pernyataan Tanggungjawab
Versi lain/terkait

Tidak tersedia versi lain

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