Alfian, Nicko (2018) Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pelanggan Dimediasi Oleh Kepuasan Pelanggan (Studi Pada Kedai Kopi Kembang, Malang). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mengetahui: (l) pengaruh kualitas pelayanan terhadap loyalitas pelanggan di Kedai Kopi Kembang, (2) pengaruh kualitas pelayanan terhadap kepuasan pelanggan, (3) pengaruh kepuasan pelanggan terhadap loyalitas pelanggan, dan (4) pengaruh kualitas pelayanan terhadap loyalitas pelanggan yang dimediasi oleh kepuasaan pelanggan di Kedai Kopi Kembang Malang. Jenis penelitian yang digunakan adalah explanatory research. Penelitian ini menggunakan 150 sampel. Pengambilan sampel dengan menggunakan teknik non-probability sampling dengan metode purposive sampling. Sampel diambil dari pengunjung Kedai Kopi Kembang Malang yang pernah berkunjung minimal 2 kali. Metode analisi data dalam pengujian instrument penelitian dengan menggunakan alat bantu SmartPLS versi 2.0 melalui tahapan analisa outer model ,inner model, dan pengujian hipotesis. Hasil penelitian menunjukkan bahwa: (1) kualitas pelayanan berpengaruh positif terhadap loyalitas pelanggan, ,(2) kualitas pelayanan berpengaruh positif terhadap kepuasan pelanggan, (3) kepuasan pelanggan berpengaruh positif terhadap loyalitas pelanggan, (4) kualitas pelayanan berpengaruh positif terhadap loyalitas pelanggan yang dimediasi oleh kepuasan pelanggan.
English Abstract
This research aims to know: (1) the influence of service quality on costumer loyalty at Kedai Kopi Kembang, (2) the influence of service quality on costumer satisfaction, (3) the influence of costumer satisfaction on costumer loyalty, and (4) the influence of service quality on costumer loyalty mediated by costumer satisfaction at Kedai Kopi Kembang, Malang. The type of research used is explanatory research. This study used 150 samples. Sampling using non-probability sampling technique with purposive sampling method. Reviews from visitors to Kedai Kopi Kembang Malang who have visited at least 2 times. The method of data analysis in testing instruments using the SmartPLS version 2.0 model through the stages of outside model analysis, internal models, and hypothesis testing. The results showed that: (1) service quality has a positive effect on customer loyalty, (2) service quality has a positive effect on customer satisfaction, (3) customer satisfaction has a positive effect on customer loyalty, (4) service quality has a positive effect on customer loyalty mediated by customer satisfaction.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FE/.2018/761/051901420 |
| Uncontrolled Keywords: | Kualitas Pelayanan, Kepuasaan Pelanggan, Loyalitas Pelanggan, Service Quality, Costumer Satisfaction, Costumer Loyalty. |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.81 Sales management > 658.812 Customer relations |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Nur Cholis |
| Date Deposited: | 02 Jul 2019 03:47 |
| Last Modified: | 02 Jul 2019 03:47 |
| URI: | http://repository.ub.ac.id/id/eprint/165081 |
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