Sasongko, Pamor Cokro and , Dr. Anton Agus Setiawan, SE, M.Si, and , Drs. M. Farid Wajdi, M.M., Pd. D, (2017) Pengaruh Kualitas Pelayanan Dan Infrastructure Terhadap Loyalitas Pelanggan Dengan Tingkat Kepuasan Pelanggan Sebagai Variabel Intervening Di Cuci Mobil Ronggolawe Boyolali. Thesis thesis, Universitas Muhammadiyah Surakarta.
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Abstract
This study aimed to know and demonstrate empirically the effect of tangible, reliability, responsiveness, assurance, empathy, and infrastructure variables to customer satisfaction, the effect of tangible, reliability, responsiveness, assurance, empathy, and infrastructure variabels to customer loyalty, and the effect of customer satisfaction variable to customer loyalty in a Ronggolawe car wash of Boyolali. This study is a quantitative research. The sample in this study are 100 customers of Ronggolawe car wash of Boyolali using saturation sampling technique. Data was collected by questionnaire. Data analysis technique using path analysis. The results of this study indicate that partially and simultaneously variables of tangibles, assurance, empathy, reliabilty, responsivenees, and infrastructure have effect on customer satisfaction and also partially and simultaneously variables of tangibles, assurance, empathy, reliabilty, responsivenees, infrastructure and customer satisfaction have effect on customer loyalty in the Ronggolawe car wash of Boyolali.
| Item Type: | Karya ilmiah (Thesis) |
|---|---|
| Uncontrolled Keywords: | tangibles, assurance, emphaty, reliabilty, responsivenees, infrastructure, customer satisfaction, customer loyalty |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Fakultas Pasca Sarjana > Magister Manajemen |
| Depositing User: | Unnamed user with username p100100009 |
| Date Deposited: | 08 Feb 2017 07:53 |
| Last Modified: | 08 Feb 2017 07:53 |
| URI: | http://eprints.ums.ac.id/id/eprint/49079 |
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