Pengaruh Kualitas Layanan dan Harga Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Mediasi Pada Sektor Jasa Rental Mobil di Sidoarjo dan Surabaya

Ardiansyah, Ferdinata (2019) Pengaruh Kualitas Layanan dan Harga Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Mediasi Pada Sektor Jasa Rental Mobil di Sidoarjo dan Surabaya. Undergraduate thesis, STIE Perbanas Surabaya.

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Abstract

This research was conducted to examine the effect of service quality and price on customer loyalty with satisfaction as a mediating variable. The population in this study are consumers who use VQ Trans rent car services in Sidoarjo and Surabaya. This type of research uses a survey, by distributing 117 questionnaires. The analysis technique used is descriptive test, hypothesis test and mediation effect test. The results of this study indicate that: 1) Service quality has an effect on customer loyalty 2) Price does not affect customer loyalty 3) Customer satisfaction cannot be a mediating variable between service quality on customer loyalty 4) Customer satisfaction cannot be a mediating variable between price and customer loyalty. Key Words: Service Quality, Customer Satisfaction, Price, Customer Loyalty

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Bachelor of Management
Depositing User: FERDINATA ARDIANSYAH
Date Deposited: 14 Sep 2020 08:50
Last Modified: 14 Sep 2020 08:50
URI: http://eprints.perbanas.ac.id/id/eprint/6762

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