Analisis Dampak Pengaruh Kualitas Pelayanan dan Kepuasan Sebagai Variabel Intervening Terhadap Loyalitas Pelanggan Topsell Mojokerto

Arista Dwi Lestari, Abdul Kodir Djaelani, Alfian Budi Primanto

Abstract


Abstract

                 This study aims to determine the direct effect of service quality on customer loyalty, to determine the direct effect of service quality on customer satisfaction, to determine the direct effect of customer satisfaction on customer loyalty and to determine the indirect effect of service quality on customer loyalty through Customer satisfaction Topsell Mojokerto. In this study, it was obtained a population of 12000 Topsell Mojokerto customers, while the sample in this study amounted to 100 customers. In this study, the method used in sampling is purposive sampling technique. The data analysis method used was the path analysis normality test instrument test and hypothesis testing.The results showed that there was a significant influence between service quality and satisfaction. There is a significant influence between service quality on loyalty. There is a significant influence between satisfaction on loyalty and satisfaction is able to mediate between service quality on loyalty.

 

Keywords : service quality,satisfaction and loyalty

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