Analisis Pengaruh Kualitas Pelayanan terhadap Loyalitas Pelanggan dengan Kepuasan Pelanggan Sebagai Variabel Intervening: Studi pada Pelanggan Nanisa Beauty and Dental Clinic Malang
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Institusion
Universitas Islam Negeri Maulana Malik Ibrahim Malang
Author
Naziah, Witri
Subject
Datestamp
2018-08-24 08:36:06
Abstract :
?????? ????? ?? ?????? ??????? ?????? ??? ??? ??????? ?? ???? ?????? ???????? ?? ?????? ?????? ??? ??????? ???????? ???????? ????? ?? ?????? ??????? ???????. ???? ??? ????? ????? ????? ???? ?????? ??? ??????? ???????? ?????? ????? ??????? ??? ???? ??????? ?? ?????? ?????? ?????? ???????? ???????. ?????? ??? ????? ?????? ??????. ?????? ????? ?? ??????? ????? ?????? ?????? ??????? ?????. ????? ??????? ????? ????? ?? 100 ??????? ??????? ????????? ?????? ??? ???????? ?????????. ?????? ??????? ???????? ????????? ?? ????? ?????? ???????? ?????????? ?????? ????? ?????? ?????? ?????? ????? ??????? ?????? ?????? ????? ??????? ?????? ??????? ??????? (R2) ?????? ????? ???????? t ?F. ??? ??????? ??? ????? ?? ?? ???? ??????? ??? ?????? ?????? ??? ??????? ???????? ????? ????? ??? ????? ??????? ??? ?????? ??????? ?? "??????" ?????? ?????? ???????? ???????. ?? ?????? ??????? ?????? ??? ??? ??????? ?? ???? ?????? ???????? ?? ?????? ?????? ??? ??????? ???????? ???????? ????? ?? ?????? ??????? ???????. ???? ??? ????? ????? ????? ???? ?????? ??? ??????? ???????? ?????? ????? ??????? ??? ???? ??????? ?? ?????? ?????? ?????? ???????? ???????. ?????? ??? ????? ?????? ??????. ?????? ????? ?? ??????? ????? ?????? ?????? ??????? ?????. ????? ??????? ????? ????? ?? 100 ??????? ??????? ????????? ?????? ??? ???????? ?????????. ?????? ??????? ???????? ????????? ?? ????? ?????? ???????? ?????????? ?????? ????? ?????? ?????? ?????? ????? ??????? ?????? ?????? ????? ??????? ?????? ??????? ??????? (R2) ?????? ????? ???????? t ?F. ??? ??????? ??? ????? ?? ?? ???? ??????? ??? ?????? ?????? ??? ??????? ???????? ????? ????? ??? ????? ??????? ??? ?????? ??????? ?? "??????" ?????? ?????? ???????? ???????. ABSTRACT The beauty care business offering services must be good and satisfying in order to give a positive impression to customers who do beauty treatments. This study aims to determine the quality of service influence on customer satisfaction and customer satisfaction influence on customer loyalty Nanisa Beauty and Dental Clinic Malang. This study uses a quantitative approach. The population in this study is customers who do facial beauty treatments. Samples used as many as 100 respondents and questionnaires as a means of collecting data of respondents. The Methods of analysis used validity and reliability, descriptive analysis, classical assumption test, multiple linear regressions, coefficient of determination (R2) t analysis and F test. The results of this research showed that the quality of service influence on customer satisfaction and customer satisfaction influence on customer loyalty Nanisa Beauty and Dental Clinic Malang. ABSTRAK Bisnis perawatan kecantikan menawarkan jasa pelayanan harus baik dan memuaskan supaya dapat memberikan kesan positif kepada pelanggan yang melakukan perawatan kecantikan. Penelitian ini bertujuan untuk mengetahui kualitas pelayanan berpengaruh terhadap kepuasan pelanggan dan kepuasan pelanggan berpengaruh terhadap loyalitas pelanggan Nanisa Beauty and Dental Clinic Malang. Penelitian ini menggunakan pendekatan kuantitatif. Populasi pada penelitian ini pelanggan yang melakukan perawatan kecantikan wajah. Sampel yang digunakan sebanyak 100 responden serta kuesioner sebagai alat pengumpulan data responden. Metode analisis yang digunakan uji validitas dan reliabilitas, analisis deskriptif, uji asumsi klasik, regresi linier berganda, koefisien determinasi (R2) analisis uji t dan uji F. Hasil penelitian menujukkan bahwa kualitas pelayanan berpengaruh terhadap kepuasan pelanggan dan kepuasan pelanggan berpengaruh terhadap loyalitas pelanggan Nanisa Beauty and Dental Clinic Malang
?????? ????? ?? ?????? ??????? ?????? ??? ??? ??????? ?? ???? ?????? ???????? ?? ?????? ?????? ??? ??????? ???????? ???????? ????? ?? ?????? ??????? ???????. ???? ??? ????? ????? ????? ???? ?????? ??? ??????? ???????? ?????? ????? ??????? ??? ???? ??????? ?? ?????? ?????? ?????? ???????? ???????. ?????? ??? ????? ?????? ??????. ?????? ????? ?? ??????? ????? ?????? ?????? ??????? ?????. ????? ??????? ????? ????? ?? 100 ??????? ??????? ????????? ?????? ??? ???????? ?????????. ?????? ??????? ???????? ????????? ?? ????? ?????? ???????? ?????????? ?????? ????? ?????? ?????? ?????? ????? ??????? ?????? ?????? ????? ??????? ?????? ??????? ??????? (R2) ?????? ????? ???????? t ?F. ??? ??????? ??? ????? ?? ?? ???? ??????? ??? ?????? ?????? ??? ??????? ???????? ????? ????? ??? ????? ??????? ??? ?????? ??????? ?? "??????" ?????? ?????? ???????? ???????. ?? ?????? ??????? ?????? ??? ??? ??????? ?? ???? ?????? ???????? ?? ?????? ?????? ??? ??????? ???????? ???????? ????? ?? ?????? ??????? ???????. ???? ??? ????? ????? ????? ???? ?????? ??? ??????? ???????? ?????? ????? ??????? ??? ???? ??????? ?? ?????? ?????? ?????? ???????? ???????. ?????? ??? ????? ?????? ??????. ?????? ????? ?? ??????? ????? ?????? ?????? ??????? ?????. ????? ??????? ????? ????? ?? 100 ??????? ??????? ????????? ?????? ??? ???????? ?????????. ?????? ??????? ???????? ????????? ?? ????? ?????? ???????? ?????????? ?????? ????? ?????? ?????? ?????? ????? ??????? ?????? ?????? ????? ??????? ?????? ??????? ??????? (R2) ?????? ????? ???????? t ?F. ??? ??????? ??? ????? ?? ?? ???? ??????? ??? ?????? ?????? ??? ??????? ???????? ????? ????? ??? ????? ??????? ??? ?????? ??????? ?? "??????" ?????? ?????? ???????? ???????. ABSTRACT The beauty care business offering services must be good and satisfying in order to give a positive impression to customers who do beauty treatments. This study aims to determine the quality of service influence on customer satisfaction and customer satisfaction influence on customer loyalty Nanisa Beauty and Dental Clinic Malang. This study uses a quantitative approach. The population in this study is customers who do facial beauty treatments. Samples used as many as 100 respondents and questionnaires as a means of collecting data of respondents. The Methods of analysis used validity and reliability, descriptive analysis, classical assumption test, multiple linear regressions, coefficient of determination (R2) t analysis and F test. The results of this research showed that the quality of service influence on customer satisfaction and customer satisfaction influence on customer loyalty Nanisa Beauty and Dental Clinic Malang. ABSTRAK Bisnis perawatan kecantikan menawarkan jasa pelayanan harus baik dan memuaskan supaya dapat memberikan kesan positif kepada pelanggan yang melakukan perawatan kecantikan. Penelitian ini bertujuan untuk mengetahui kualitas pelayanan berpengaruh terhadap kepuasan pelanggan dan kepuasan pelanggan berpengaruh terhadap loyalitas pelanggan Nanisa Beauty and Dental Clinic Malang. Penelitian ini menggunakan pendekatan kuantitatif. Populasi pada penelitian ini pelanggan yang melakukan perawatan kecantikan wajah. Sampel yang digunakan sebanyak 100 responden serta kuesioner sebagai alat pengumpulan data responden. Metode analisis yang digunakan uji validitas dan reliabilitas, analisis deskriptif, uji asumsi klasik, regresi linier berganda, koefisien determinasi (R2) analisis uji t dan uji F. Hasil penelitian menujukkan bahwa kualitas pelayanan berpengaruh terhadap kepuasan pelanggan dan kepuasan pelanggan berpengaruh terhadap loyalitas pelanggan Nanisa Beauty and Dental Clinic Malang
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