PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi Pada Pelanggan Stako Kopi Tembalang Kota Semarang)
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Institusion

Sekolah Tinggi Ilmu Ekonomi Bank Bpd Jawa Tengah

Author

Lusianora, Fransisca

Subject

H Social Sciences (General) 

Datestamp

2023-08-28 07:53:15 

Abstract :
The goal to be achieved in conducting this research is to determine the effect of service quality on customer loyalty, service quality on customer satisfaction, customer satisfaction on customer loyalty and the mediation of customer satisfaction on the effect of service quality on customer loyalty. The population in this study were 100 Stako Kopi Semarang customers who had visited more than twice. Analysis using partial least squares (PLS) and smartPLS analysis tools. The results of this study indicate that service quality has a significant influence on customer loyalty, service quality has a significant influence on customer satisfaction, customer satisfaction has a significant effect on customer loyalty, and customer satisfaction has a mediating role in the effect of service quality on customer loyalty with partial complementary mediation properties. Keywords : Service Quality, Customer Satisfaction, Customer Loyalty 

File :
23 fRANSISCA LUSIANORA 22211193 DAFTAR PUSTKA.pdf
23 FRANSISCA LUSIANORA 22211193 BAB 1-3.pdf