PENGARUH SERVICE QUALITY TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI PADA PELANGGAN RESTORAN SUSHI TEI MEDAN

TIARA, HESTY (2022) PENGARUH SERVICE QUALITY TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL MEDIASI PADA PELANGGAN RESTORAN SUSHI TEI MEDAN. Skripsi thesis, Universitas Tarumanagara.

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Abstract

The Purpose of this research is to examine empirically 1) the influence of service quality to customer loyalty, 2) the influence of service quality to customer satisfaction, 3) the influence of customer satisfaction to customer loyalty, and 4) the influence of service quality to customer loyalty through customer satisfaction. In this study, the sample was collected by using non probability sampling and purposive sampling techniques. The number of respondents sampled was 200 and the questionnaire was distributed by google form. The data was then estimated by using PLS-SEM. The results of this study are follows 1) service quality affects customer loyalty positively and significantly, 2) service quality affects customer satisfaction positively and significantly, 3) customer satisfaction affects customer loyalty positively and significantly, 4) customer satisfaction mediates service quality and customer loyalty positively and significantly. Keywords : Service Quality, Customer Satisfaction, Customer Loyalty. Tujuan dari penelitian ini untuk menguji secara empiris 1) pengaruh service quality terhadap customer loyalty, 2) pengaruh service quality terhadap customer satisfaction, 3) pengaruh customer satisfaction terhadap customer loyalty, 4) pengaruh service quality terhadap customer loyalty melalui customer satisfaction sebagai variabel mediasi. Teknik pengambilan sampel yang digunakan pada penelitian ini adalah non probability sampling dan jenis non probability sampling yang digunakan adalah purposive sampling. Sampel responden adalah 200 dan kuisioner disebarkan menggunakan google form. Pengolahan data ini menggunakan PLS-SEM. Hasil dari penelitian ini yaitu 1) terdapat pengaruh positif dan signifikan service quality terhadap customer loyalty, 2) terdapat pengaruh positif dan signifikan service quality terhadap customer satisfication, 3) terdapat pengaruh positif dan signifikan customer satisfication terhadap customer loyalty, 4) terdapat pengaruh positif dan signifikan service quality terhadap customer loyalty melalui customer satisfication sebagai variabel mediasi. Kata kunci: Customer Loyalty, Service Quality, Customer Satisfaction

Item Type:	Thesis (Skripsi)
Subjects:	Skripsi/Tugas Akhir Skripsi/Tugas Akhir > Fakultas Ekonomi
Divisions:	Fakultas Ekonomi > Manajemen
Depositing User:	FE Perpus
Date Deposited:	20 Jun 2022 08:35
Last Modified:	20 Jun 2022 08:35
URI:	http://repository.untar.ac.id/id/eprint/36369

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