Avesina, Anzil Fikri (2019) Pengaruh Hubungan Pemasaran, Harga, Kualitas Pelayanan, terhadap Loyalitas Pelanggan dengan Mediasi Kepuasan Pelanggan Traveloka di Surabaya. Undergraduate thesis, STIE Perbanas Surabaya.
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Abstract
Aim of this research is to determine and analyze the relationship of relationship marketing, price and service quality toward customer loyalty with mediation role of Customer Satisfaction Mediation at Traveloka in Surabaya. This research is a survey one with main data source of questionnaires. Samples are 100 Traveloka application users in Surabaya. The data analysis technique used is Warp-PLS 6.0. The results of the study show that the marketing relationship has a significant direct effect toward Customer Satisfaction with p value of 0.004 (<0.05). Price has a significant direct effect toward Customer Satisfaction with p value <0.001 (< 0.05). Service Quality has a direct significant effect toward Customer Satisfaction with p value of <0.001 (< 0,05). Customer Satisfaction has a significant direct effect toward Customer Loyalty with p value of <0.001 (< 0.05). Effect of Marketing Relationship toward Customer Loyalty, then effect of Service Quality toward Customer Loyalty are not mediated by Customer Satisfaction. Only effect of Prices toward Customer Loyalty is partially mediated by Customer Satisfaction. Keywords: Marketing Relationship, Price, Service Quality, Customer Loyalty, Customer Satisfaction, Traveloka.
| 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: | ANZIL FIKRI AVESINA |
| Date Deposited: | 12 Nov 2020 21:08 |
| Last Modified: | 12 Nov 2020 21:08 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/7242 |
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