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 > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 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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