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Pengaruh Kualitas Layanan dengan Mediasi Kepuasan Pelanggan terhadap Loyalitas Pelanggan Bengkel Mobil Shop and Drive di Surabaya

Darmawan, Rinaldy Dwi (2020) Pengaruh Kualitas Layanan dengan Mediasi Kepuasan Pelanggan terhadap Loyalitas Pelanggan Bengkel Mobil Shop and Drive di Surabaya. Undergraduate thesis, STIE Perbanas Surabaya.

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Abstract

The development of the service industry sector is currently very fast, an increase in population is increasingly large so as to encourage the needs of the community in the service sector is getting greater, and human needs for the service industry will continue, it is necessary to hold the key factor of customer loyalty. The purpose of this study is to investigate the quality of service, mediating customer satisfaction with customer loyalty (case study at Shop and Drive car repair shop in Surabaya). The data was taken from 104 respondents with the provision of 30 respondents as a small sample in order to test its validity and reliability using the PLS 6.0 Warp program. While 74 respondents for large samples with PLS 6.0 Warp test. The results of this test are a positive relationship between Service Quality and Customer Satisfaction, a negative relationship between Service Quality and Customer Loyalty, a positive relationship between Customer Satisfaction and Customer Loyalty, and Customer Satisfaction does not mediate between Service Quality and Customer Loyalty Shop and Drive Car Workshop in Surabaya. Keywords: Service quality, Customer satisfaction, Customer loyalty

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Bachelor of Management
Depositing User: RINALDY DWI DARMAWAN
Date Deposited: 14 Jul 2020 23:00
Last Modified: 27 Sep 2020 15:54
URI: http://eprints.perbanas.ac.id/id/eprint/6860

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