Lestari, Andini (2019) PengaruhKualitas Layanan terhadap Loyalitas Pelanggan dengan Kepuasan Pelanggan sebagai Variabel Mediasi (Studi pada Larissa Aesthetic Center Malang). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitianinibertujuanuntukmengujipengaruhkualitaspelayananterhadaployalitaspelan gganmelaluikepuasanpelanggansebagaivariabelmediasipadakonsumen Larissa Aesthetic Center Kota Malang.Penelitianinimenggunakanmetodekuantitatifdanteknik yang digunakandalampengambilansampeladalah non probability sampling jenispurposive sampling.Metodepengumpulan data menggunakankuisionerdenganskala model Likert yang mengukurvariabelindependen (kualitaspelayanan), variabeldependen (loyalitaspelanggan), danvariabel intervening (kepuasanpelanggan). Sampel yang digunakanberjumlah 100 responden, di manarespondentersebutadalah orang yang pernahberkunjungke Larissa Aesthetic Center Kota Malang.Alatanalisis yang digunakanadalahanalisisjalur (path analysis) denganmenggunakansmartPLS. Berdasarkanhasilpenelitianinimenunjukkanbahwakualitaspelayananberpengaruhlangs ungsecarasignifikanterhadaployalitaspelanggan, selainitupengaruhtidaklangsungantarakualitaspelayananterhadaployalitaspelanggandimediasi melaluikepuasanpelanggan.Padaujisobeldiperolehhasil yang menunjukkanbahwakualitaspelayananberpengaruhsignifikanterhadaployalitaspelangganmelal uikepuasanpelanggan.Implikasidaripenelitianiniadalah Larissa Aesthetic Center Kota Malang harustetapaktifdalampeningkatankualitaspelayanandanjugamutuprodukdalamupayamemberik ankesanyang baik, sehinggapelanggandapatmerasapuasdandengankepuasantersebutakanmembuatpelangganmenj adi loyal terhadap Larissa Aesthetic Center.
English Abstract
The objective of this study is to assess the influence of service quality on customer loyalty with the mediation of customer satisfaction at Larissa Aesthetic Center Malang. The sample of this quantitative study is 100 people who have visited Larissa Aesthetic Center Malang, selected through purposive sampling. The data of this study was obtained from Likert-scaled questionnaires that measures the independent variable (service quality), dependent variable (customer loyalty), and intervening variable (customer satisfaction) and was analyzed using path analysis in SmartPLS. The results of the analysis show that service quality directly and significantly influences customer loyalty and that service quality indirectly influences customer loyalty through customer satisfaction. The result of the Sobel test indicates that service quality significantly influences customer loyalty through customer satisfaction. Therefore, Larissa Aesthetic Center Malang should be active in improving the quality of their services and products to create a consistently good image for their brand so that their customers feel satisfied and become loyal to their brand.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FEB/2019/229/051903603 |
| Uncontrolled Keywords: | KualitasLayanan, LoyalitasPelanggan, KepuasanPelanggan / Service Quality, Customer Loyalty, Customer Satisfaction |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.83 Market research > 658.834 Consumer research > 658.834 3 Consumer attitudes, preferences, reactions |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Endang Susworini |
| Date Deposited: | 27 Jul 2020 07:15 |
| Last Modified: | 27 Jul 2020 07:15 |
| URI: | http://repository.ub.ac.id/id/eprint/170182 |
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