Chasanah, Uswatun and Siyam, Fitriani Fadhilatus (2018) PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS DIMEDIASI KEPUASAN PELANGGAN JASA SERVIS (Studi Empiris pada Jasa Servis Komputer “XYZ” Yogyakarta). In: SEMINAR NASIONAL DAN CALL FOR PAPER 2018 : Membangun Green Entrepreneur Solusi Bonus Demografi Indonesia. STIE Widya Wiwaha, pp. 188-196. ISBN 978-602-51174-1-1
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Abstract
The study aims to analyze the influence of service quality on satisfaction, influence of service quality on loyalty, influence of quality on loyalty and service quality to loyalty mediated by satisfaction. This research was a quantitative research. The population of this study was all customers who employed services in Three Media Computer for a year as number of 200 people. The sampling technique was purposive sampling with the number of samples of 80 people. Data analysis was Structural Equation Modeling (SEM) by using Partial Least Square (PLS) as data analysis tool. The result of the research show that service quality have positive and significant influence to customer satisfaction; service quality has a positive and significant influence on customer loyalty; quality does not affect to customer loyalty; and service quality has affect to customer loyalty mediated by customer satisfaction. Keywords: Service Quality, Satisfaction, Loyalty, Service
| Item Type: | Book Section |
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| Subjects: | C. Magister Manajemen > Manajemen Pemasaran |
| Divisions: | S2 Manajemen |
| Depositing User: | Library STIE Widya Wiwaha |
| Date Deposited: | 10 May 2019 01:55 |
| Last Modified: | 10 May 2019 01:55 |
| URI: | http://eprint.stieww.ac.id/id/eprint/714 |
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