Pengaruh service quality terhadap customer loyalty yang dimediasi oleh customer satisfaction pada industri fotografi dan desain di Indonesia
Info Katalog
File Repositori
Nomor Panggil : 2019_TA_MJ_022141051
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2019
Pembimbing 1 : Robert Kristaung
Subyek : Service quality;Marketing management
Kata Kunci : service quality, customer loyalty, customer satisfaction
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
|---|---|---|---|
| 1. | 2019_TA_MJ_022141051_Halaman-Judul.pdf | 17 | |
| 2. | 2019_TA_MJ_022141051_Bab-1.pdf | 9 | |
| 3. | 2019_TA_MJ_022141051_Bab-2.pdf |
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| 4. | 2019_TA_MJ_022141051_Bab-3.pdf |
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| 5. | 2019_TA_MJ_022141051_Bab-4.pdf |
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| 6. | 2019_TA_MJ_022141051_Bab-5.pdf |
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| 7. | 2019_TA_MJ_022141051_Daftar-Pustaka.pdf | 6 | |
| 8. | 2019_TA_MJ_022141051_Lampiran.pdf |
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P enelitian ini bertujuan untuk menguji dan menganalisis pengaruh service quality terhadap customer loyalty yang dimediasi oleh customer satisfaction pada industry fotographi dan desain di indonesia. Sampel yang digunakan dalam penelitian ini berjumlah 200 responden dan dikumpulkan dengan metode purposive sampling. Pengujian dilakukan dengan metode Structural Equation Model (SEM). Hasil dari penelitian in adalah : (1) service quality berpengaruh positif terhadap customer satisfaction , (2) customer satisfaction berpengaruh positif terhadap customer loyalty, (3) service quality berpengaruh positif terhadap terhadap customer loyalty, (4) service quality berpengaruh positif terhadap customer loyalty yang dimediasi oleh customer satisfaction.
S ervice quality towards customer loyalty is mediated by customer satisfaction in the photography and design industry in Indonesia. The sample used in this study was collected by 200 respondents and collected by purposive sampling method. Tests are carried out using the Structural Equation Model (SEM) method. The results of the research are: (1) service quality has a positive effect on customer satisfaction, (2) positive customer satisfaction on customer loyalty, (3) service quality has a positive effect on customer loyalty, (4) service quality has a positive effect on mediated customer loyalty by customer satisfaction.
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