Pengaruh service quality terhadap customer loyalty yang dimediasi oleh customer satisfaction pada industri fotografi dan desain di Indonesia

DETAIL KOLEKSI

Pengaruh service quality terhadap customer loyalty yang dimediasi oleh customer satisfaction pada industri fotografi dan desain di Indonesia

5.0

Oleh : Bayu Maulana Tri Admojo

Info Katalog

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
2.	2019_TA_MJ_022141051_Bab-1.pdf
3.	2019_TA_MJ_022141051_Bab-2.pdf
4.	2019_TA_MJ_022141051_Bab-3.pdf
5.	2019_TA_MJ_022141051_Bab-4.pdf
6.	2019_TA_MJ_022141051_Bab-5.pdf
7.	2019_TA_MJ_022141051_Daftar-Pustaka.pdf
8.	2019_TA_MJ_022141051_Lampiran.pdf

Abstrak
Abstract

P Penelitian 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 Service 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.