Adithia, Dicky (2022) Pengaruh Tanggung Jawab Sosial Perusahaan, Kualitas Layanan, Dan Kepuasan Terhadap Loyalitas Pelanggan Pada Favehotel Surabaya Dalam Menghadapi Pandemi Covid-19. Undergraduate thesis, Universitas Hayam Wuruk Perbanas.
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Abstract
This study aims to test and analyze the significance of the influence of corporate social responsibility, service quality, and satisfaction on customer loyalty at Favehotel Surabaya in facing the COVID-19 pandemic. The population and sample in this study are respondents who have stayed at Favehotel Surabaya at least once in the last five months, aged between 20 and 50 years old, and residing in the East Java area. This study uses primary data by distributing questionnaires online through social media such as WhatsApp and Instagram. Data collection uses non-probability sampling in the form of purposive sampling. The data analysis technique uses Structural Equation Modeling-Partial Least Square (SEM-PLS). The results of this study indicate that Corporate Social Responsibility has a significant effect on customer loyalty. Meanwhile, service quality and satisfaction do not have a significant effect on customer loyalty. Keywords : Corporate Social Responsibility, Service Quality, And Satisfaction Toward 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: | DICKY ADITHIA |
| Date Deposited: | 24 Apr 2026 03:46 |
| Last Modified: | 24 Apr 2026 03:46 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/14298 |
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