ANALISIS PENGARUH KUALITAS PELAYANAN, KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN: MEDIASI KEPUASAN DAN NILAI PELANGGAN (STUDI PADA JASA RUMAH KOS DI WILAYAH KAMPUS YOGYAKARTA)

Sutopo, Sutopo and Zuraida, Lukia (2020) ANALISIS PENGARUH KUALITAS PELAYANAN, KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN: MEDIASI KEPUASAN DAN NILAI PELANGGAN (STUDI PADA JASA RUMAH KOS DI WILAYAH KAMPUS YOGYAKARTA). In: Seminar Nasional dan Call For Paper 2020 : “Paradigma Pengembangan Ekonomi Kreatif di Era 4.0”. STIE Widya Wiwaha, Yogyakarta, pp. 201-216. ISBN 978-602-51174-9-7

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Abstract

This study aims to analyze the influence of service quality, trust towards customers’ loyalty mediated by satisfaction and service customers’ value at boarding house in campus area of Yogyakarta. The design of this research was explanative research. The research population was all service customers of student boarding house in campus area of Yogyakarta. Sampling technique in this study was proportional stratified random sampling with the number of samples of 100 people. Data collection used questionnaires. Data analysis used PLS analysis. The result of the research shows that service quality has positive and significant influence towards customers loyalty mediated by customers’ satisfaction of boarding house service. Trust has positive and significant influence toward service customers’ value and loyalty at boarding house. Trust does not affect to customers’ loyalty mediated by service customers’ value at boarding house. Quality of service synergizes with customer satisfaction to increase customer loyalty of boarding houses. Keywords: service quality, trust, satisfaction, value, loyalty, service customers.

Item Type:	Book Section
Subjects:	B. Manajemen > Manajemen Pemasaran
Divisions:	S1 Manajemen
Depositing User:	Library STIE Widya Wiwaha
Date Deposited:	27 Jan 2020 04:42
Last Modified:	05 Feb 2020 02:11
URI:	http://eprint.stieww.ac.id/id/eprint/1103

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