Ferrouza, Ihsan Arief Tria (2020) Pengaruh Antara Kualitas Layanan, Kepuasan dan Kepercayaan terhadap Loyalitas Pelanggan Smartphone Samsung A31 di Surabaya. Undergraduate thesis, STIE Perbanas Surabaya.
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Abstract
The purpose of this study was to examine the effect of service quality, satisfaction, and customer trust on customer loyalty of Samsung A31 smartphones in Surabaya which had an impact on purchasing Samsung A31 phones in Surabaya. The method of data collection in this study is a questionnaire distributed via a google form link. The number of respondents from this study were 80 respondents who had the criteria of men and women aged at least 18 years, who used the Samsung A31 Smartphone in Surabaya. The technique for analyzing data uses Partial Least Square Structural Equation Modeling (PLS-SEM) using the WarpPLS 6.0 statistical application. The results of this study explain that: 1) Service Quality has a significant positive effect on Customer Loyalty. 2) Satisfaction has a significant positive effect on Customer Loyalty. 3) Customer Trust has a significant positive effect on Customer Loyalty. Keywords: Customer Loyalty Quality Of Service, Satisfaction, Trust
| 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: | IHSAN ARIEF TRIA FERROUZA |
| Date Deposited: | 22 Jan 2022 23:50 |
| Last Modified: | 22 Jan 2022 23:50 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/7937 |
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