Prediksi Kualitas Pelayanan Dan Kepercayaan Terhadap Loyalitas Pelanggan: Kepuasan Pelanggan Sebagai Variabel Mediasi

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:	https://repotest.untar.ac.id/id/eprint/13496

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