Nurhayati, Nurhayati and Chasanah, Uswatun (2020) PENGARUH KUALITAS PELAYANAN DAN LOKASI TERHADAP LOYALITAS KONSUMEN DI CENTRA GRAPHIA YOGYAKARTA. In: Seminar Nasional dan Call For Paper 2020 : “Paradigma Pengembangan Ekonomi Kreatif di Era 4.0”. STIE Widya Wiwaha, Yogyakarta, pp. 173-186. ISBN 978-602-51174-9-7
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Abstract
The purpose of this research is to examine the customer loyalty. This research used independent variables that affect customer loyalty is an integrated manner namely service quality and location. Customer satisfaction were used as an intervening variable. The method of data collection was done by using a survey through questionnaire. The number of samples 180 respondents used simple random sampling technique. The results of the normality test were all normaly distributed data with Kolmogorov-Smirnov test. The validity test used Pearson Correlation were all valid and reliability test showed Cronbach’s Alpha were all reliable. The analyze tool used to analyze is Multiple Regression with path analysis. Hypothesis testing uses partial (t test), simultaneous (F test), and determination (R2) testing. The results all hypotheses were proven. The quality of service and location affect customer loyalty with customer satisfaction as an intervening variable. Keywords: Service Quality, Location, Customer Satisfaction, Customer Loyalty
| Item Type: | Book Section |
|---|---|
| Subjects: | B. Manajemen > Manajemen Pemasaran |
| Divisions: | S1 Manajemen |
| Depositing User: | Library STIE Widya Wiwaha |
| Date Deposited: | 27 Jan 2020 04:38 |
| Last Modified: | 05 Feb 2020 02:11 |
| URI: | http://eprint.stieww.ac.id/id/eprint/1101 |
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