Pengaruh service quality dan staff behaviour terhadap brand loyalty TIKI di Jakarta Utara: customer satisfaction sebagai variabel mediasi

Surya, Rendy (2018) Pengaruh service quality dan staff behaviour terhadap brand loyalty TIKI di Jakarta Utara: customer satisfaction sebagai variabel mediasi. Masters thesis, Universitas Tarumanagara.

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Abstract

The purposes of this study are: First, to explore the effect among service quality on brand loyalty. Second, to explore the effect among staff behaviour on brand loyalty. Third, to explore the effect among service quality on customer satisfaction. Fourth, to explore the effect of customer satisfaction on brand loyalty. Fifth, to find out if customer satisfaction is able to mediate brand identification service quality and staff behaviour toward brand loyalty. The populations of this research are all TIKI's customer in Jakarta. The samples of this research are collected from TIKI's customer in North Jakarta. The method of data collection was conducted by distributing questionnaires 200 respondents. The technique of data analysis used in this study was Partial Least Square and indirect effect test for mediation variable to example the hypotheses. The result are: first; the relationship between service quality have a significant and positive effect toward brand loyalty; second, the relationship between staff behaviour have a significant and positive effect toward brand loyalty; third, the relationship between service quality have a significant and positive effect toward customer satisfaction; forth, customer satisfaction has a positive effect on brand loyalty; fifth, customer satisfaction ill mediate the effect between service quality on brand loyalty.

Item Type: Thesis (Masters)
Subjects: Tesis
Tesis > Pascasarjana
Divisions: Fakultas Ekonomi > Manajemen
Depositing User: Puskom untar untar
Date Deposited: 28 Jan 2019 03:00
Last Modified: 11 May 2021 11:43
URI: http://repository.untar.ac.id/id/eprint/9556

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