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Pengaruh Service Quality dan Brand Image terhadap Customer Loyalty Pengguna Traveloka di Surabaya dengan Customer Satisfaction sebagai Variabel Mediasi

Nurdiawan, Ayatulloh Komainy (2020) Pengaruh Service Quality dan Brand Image terhadap Customer Loyalty Pengguna Traveloka di Surabaya dengan Customer Satisfaction sebagai Variabel Mediasi. Undergraduate thesis, STIE Perbanas Surabaya.

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Abstract

This study aims to analyze whether service quality and brand image have a significant effect on customer loyalty with customer satisfaction as a mediating variable. The sample in this study was Traveloka application users in Surabaya. Data in this study using Google form. Data analysis techniques using WarpPls 6.0. The results showed that service quality and brand image had a significant positive effect on customer loyalty, brand image in full mediation of customer satisfaction on customer loyalty.

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Bachelor of Management
Depositing User: AYATULLOH KOMAINY NURDIAWAN
Date Deposited: 02 Dec 2020 08:01
Last Modified: 02 Dec 2020 08:01
URI: http://eprints.perbanas.ac.id/id/eprint/7238

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