Juliana, Juliana and Keni, Keni Prediksi Kualitas Pelayanan Dan Kepercayaan Terhadap Loyalitas Pelanggan: Kepuasan Pelanggan Sebagai Variabel Mediasi. Prediksi Kualitas Pelayanan Dan Kepercayaan Terhadap Loyalitas Pelanggan: Kepuasan Pelanggan Sebagai Variabel Mediasi.
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Abstract
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.
| Item Type: | Article |
|---|---|
| Subjects: | Penelitian > Fakultas Ekonomi |
| Divisions: | Fakultas Ekonomi > Manajemen |
| Depositing User: | Puskom untar untar |
| Date Deposited: | 16 Dec 2020 17:24 |
| Last Modified: | 16 Dec 2020 17:24 |
| URI: | http://repository.untar.ac.id/id/eprint/13496 |
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