Rafi, Amanullah Rasyid and Mr. Dian Ari Nugroho, (2022) The Effect Of Service Quality On Customer Loyalty Mediated By Customer Satisfaction (A Study On Shopeefood Users). Magister thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh Kualitas Pelayanan terhadap Loyalitas Pelanggan dengan Kepuasan Pelanggan sebagai variabel intervening pada penelitian penguna ShopeeFood. Jenis penelitian ini adalah penelitian kuantitatif yang termasuk penelitian empiris dengan data dalam bentuk nominal. Penelitian ini menggunakan sampel sebanyak 118 responden dimana survei dilakukan melalui kuesioner online. Sampel penelitian ini terdiri dari responden berusia minimal 20 tahun dan responden pernah menggunakan ShopeeFood dalam kurun waktu satu tahun terakhir. SEM-PLS dan pengujian hipotesis menggunakan Bootstraping dan Sobel Test digunakan untuk menganalisis data, yang kemudian diolah melalui software SmartPLS. Dari hasil pengujian keempat hipotesis dapat disimpulkan bahwa Kualitas Pelayanan mempunyai pengaruh positif terhadap Kepuasan Pelanggan. Kualitas Pelayanan juga mempunyai pengaruh yang signifikan terhadap Loyalitas Pelanggan. Kepuasan Pelanggan mempunyai pengaruh positif terhadap Loyalitas Pelanggan dan dapat mengintervensi hubungan antara Kualitas Pelayanan terhadap Kepuasan Pelanggan
English Abstract
This research aims to examine the effect of Service Quality on Customer Loyalty with Customer Satisfaction as the mediating variable. The type of research is descriptive research which is part of empirical research the data is in a numerical form. The research collected 118 respondents through online questionnaires. The research sample consists of respondents as young as 20 years old and respondents who have used ShopeeFood in the last one-year period. SEM-PLS and hypothesis testing were used to analysed the data assisted by SmartPLS and Sobel Test. From the results of four hypotheses testing, it can be concluded that Service Quality has a positive effect on Customer Satisfaction. Service Quality has significant effect on Customer Loyalty. Furthermore, Customer Satisfaction has a positive effect on Customer Loyalty and can mediate the relationship between Service Quality and Customer Loyalty.
| Item Type: | Thesis (Magister) |
|---|---|
| Identification Number: | :0422020017 |
| Uncontrolled Keywords: | Service Quality, Customer Satisfaction, Customer Loyalty,Kualitas Pelayanan, Kepuasan Pelanggan, Loyalitas Pelanggan |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | S2/S3 > Magister Manajemen, Fakultas Ekonomi dan Bisnis |
| Depositing User: | Nur Cholis |
| Date Deposited: | 19 Jan 2023 07:12 |
| Last Modified: | 19 Jan 2023 07:12 |
| URI: | http://repository.ub.ac.id/id/eprint/196783 |
![[thumbnail of DALAM MASA EMBARGO]](http://repository.ub.ac.id/style/images/fileicons/text.png) |
Text (DALAM MASA EMBARGO)
Amanullah Rafi.pdf Restricted to Registered users only until 31 December 2024. Download (3MB) |
Actions (login required)
 |
View Item |