PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL MEDIASI (Studi pada Pelanggan Hotel Wisata Baru Serang)
| Main Author: | Hermawan, Lutfi |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | ind |
| Terbitan: |
, 2015
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| Subjects: | |
| Online Access: |
https://eprints.untirta.ac.id/13785/1/PENGARUH%20KUALITAS%20PELAYANAN%20TERHADAP%20LOYALITAS%20PELANGGAN%20DENGAN%20VARIABEL%20KEPUASAN%20PELANGGAN%20SEBAG.pdf https://eprints.untirta.ac.id/13785/ https://feb.untirta.ac.id |
Daftar Isi:
- The purpose of this study to determine the influence of service quality to customer loyalty and customer satisfaction as the mediation variable. In this research, service quality (X) as the independent variable, customer loyalty (Y) as the dependent variable and customer satisfaction (M) as the mediation Variable. Data from all 3 variables were analyzed using SPSS version 20. The samples used in this study was 80 samples. The data have been obtained through a questionnaire tested for validity and reliability. Analysis of data using path analysis, t test, and accompanied by the classic assumption test. The result of this research show that: all variable influence and customer satisfaction variable is the mediation variable, it’s mean customer satisfaction can mediation the relation between service quality with customer loyalty because value of t count is more than the t table in the amount of 3,1323 > 1,9908. And the Conclusion, customer satisfaction is mediation variable that can mediate service quality to customer loyalty