Firdaus, Aditya Ilham (2023) Analisis Hubungan Antara Layanan Operasional, Kualitas Layanan, Dan Kepuasan Konsumen Terhadap Loyalitas Pelanggan (Studi Pada Konsumen Alfamidi). Undergraduate thesis, Universitas Hayam Wuruk Perbanas Surabaya.
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Abstract
This study aims to examine the influence of Services Opration, Service Quality, and Customer Satisfaction on Customer Loyalty. The sample consists of 100 respondents with characteristics based on city, age, last education, shopping frequency, income per month, expenses per month. Sampling in this study using non-probability sampling method and purposive sampling. Analysis using Structural Equating Modeling (SEM) on Partial Least Square (PLS) and collecting data using surveys. The results of this study indicate that operational services have a positive and significant effect on customer satisfaction, service quality has a positive and significant effect on customer satisfaction, and customer satisfaction has a positive and significant effect on consumer satisfaction. Keywords: Service Oprations, Service Quality, Consumer Satisfaction, 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: | ADITYA ILHAM FIRDAUS |
| Date Deposited: | 24 Oct 2023 03:46 |
| Last Modified: | 24 Oct 2023 03:46 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/11287 |
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