ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN YANG DIMEDIASI KEPUASAN PELANGGAN PRODUK MINUMAN CHATIME DI PALEMBANG

Limarwan, Wili Oktavia (2016) ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN YANG DIMEDIASI KEPUASAN PELANGGAN PRODUK MINUMAN CHATIME DI PALEMBANG. Undergraduate thesis, Universitas Katolik Musi Charitas Palembang.

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Abstract

ABSTRACT This research conducted to determine analysis of the influence service quality to customer loyalty, through customer satisfaction Chatime in Palembang. This study used a sample of 96 people who consumed drinks Chatime 2 times in the last month. The sampling technique used is purposive sampling. Then analysis covering the validity test, reliability test, the classical assumption test, descriptive analysis, path analysis, determination coeffecient (R2). The result of this study are (1) service quality has a positive influence and significant on customer loyalty; (2) service quality has a positive influence and significant on customer satisfaction; (3) customer satisfaction has a positive influence and significant on customer loyalty; (4) service quality has influence indirectly on customer loyalty mediated customer satisfaction. Keyword : service quality, customer satisfaction, customer loyalty

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Keyword : service quality ; customer satisfaction ; customer loyalty
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Theses - S1 > Management Study Program
Depositing User: Student Staf Yulia Rasita
Date Deposited: 28 Apr 2022 12:02
Last Modified: 28 Apr 2022 12:02
URI: http://eprints.ukmc.ac.id/id/eprint/7679

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