Pengaruh Kualitas Layanan Dan Kepercayaan Terhadap Loyalitas Melalui Mediasi Kepuasan Dan Moderasi Penanganan Keluhan Pada Pelanggan Jasa Grab Di Surabaya

Hidayad, Rachmad (2019) Pengaruh Kualitas Layanan Dan Kepercayaan Terhadap Loyalitas Melalui Mediasi Kepuasan Dan Moderasi Penanganan Keluhan Pada Pelanggan Jasa Grab Di Surabaya. Undergraduate thesis, STIE Perbanas Surabaya.

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Abstract

This study aims to determine the effect of service quality and customer trust on customer loyalty mediated by customer satisfaction and in moderation by handling complaints. This research includes the development of research with references to journals and books that guide researchers. Determination of the subject is done by purposive sampling, which consists of 30 small samples and 100 large samples of respondents according to the theory used. Data is collected with a list of questions. This questionnaire is used to determine how much influence the quality of service and customer trust influence customer loyalty and the role of mediating customer satisfaction and moderating complaints handling. Data were analyzed by quantitative descriptive and statistical analysis. The results showed that service quality had a negative and significant effect on customer satisfaction, customer trust had a positive and insignificant effect, customer satisfaction partially and insignificantly between the effect of service quality on customer loyalty, customer satisfaction mediated partially and insignificantly between the influence of customer trust in customer loyalty, customer satisfaction has a significant effect on customer loyalty and complaint handling moderates the relationship of customer satisfaction to customer loyalty. Keyword :Customer loyalty, Service quality, Customer trust, Customer satisfaction,Complaints handling.

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Bachelor of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 02 Oct 2019 04:30
Last Modified: 02 Oct 2019 04:30
URI: http://eprints.perbanas.ac.id/id/eprint/4828

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