PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA EMERALDA GOLF CLUB

DESTIANI, LINDA (2021) PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA EMERALDA GOLF CLUB. Masters thesis, Universitas Tarumanagara.

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Abstract

Emeralda Golf Club is a service company that provides golf courses in Depok, West Java. The purpose of this study is to determine the effect of service quality on customer satisfaction, the effect of customer satisfaction on customer loyalty, the effect of service quality on customer loyalty and the effect of service quality on customer loyalty through customer satisfaction as an intervening variable at the Emeralda Golf Club. This research method uses questionnaire data from 120 respondents who can fill out questionnaires and technical analysis in this study uses the Structural Equation Model based on Partial Least Square or (SEM-PLS). Results of this study indicate that service quality has a significant effect on customer satisfaction by 64%, customer satisfaction has a significant effect on customer loyalty by 51%. Service quality has no significant effect on customer loyalty and service quality has a significant effect on customer loyalty with customer satisfaction as an intervening variable of 16%. Keywords: Service Quality, Customer Satisfaction, Customer Loyalty

Item Type: Thesis (Masters)
Additional Information: Pembimbing: Dr. Dra. Riris Loisa, M.Si.
Uncontrolled Keywords: Service Quality, Customer Satisfaction, Customer Loyalty
Subjects: Tesis
Tesis > Pascasarjana
Divisions: Pascasarjana
Depositing User: Pasca Perpus
Date Deposited: 07 Dec 2022 04:21
Last Modified: 12 Dec 2022 05:49
URI: http://repository.untar.ac.id/id/eprint/37839

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