Prediksi Kualitas Pelayanan Dan Kepercayaan Terhadap Loyalitas Pelanggan: Kepuasan Pelanggan Sebagai Variabel Mediasi
| Main Authors: | Juliana, Juliana, Keni, Keni |
|---|---|
| Format: | Article PeerReviewed Book |
| Bahasa: | eng |
| Subjects: | |
| Online Access: |
http://repository.untar.ac.id/13496/1/buktipenelitian_10199028_5A163216.pdf http://repository.untar.ac.id/13496/ |
Daftar Isi:
- The purpose of this research is to examine whether 1) service quality and trust can predict customer loyalty, 2) servie quality and trust can predict customer satisfaction, 3) customer satisfaction can predict customer loyalty and 4) customer satisfaction can mediate service quality and trust on customer loyalty. The samples are 153 respondents by online questionnaires with the nonprobability sampling technique with convenience sampling. Overall, the result of this study are 1) service quality and trust can not positively and significantly predict customer loyalty, 2) service quality and trust can positively and significantly predict customer satisfaction, 3) customer satisfaction can positively and significantly predict customer loyalty, 4) customer satisfaction can mediate the positive prediction of service quality and trust on customer loyalty.