Pengaruh Kualitas Pelayanan dan Harga Terhadap Loyalitas Pelanggan dengan Kepuasan Pelanggan Sebagai Variabel Intervening (Studi Empiris pada Pelanggan Transportasi Go-Jek di Surakarta)

Solichah, Nur Azizah and , Soepatini, S.E., M.Si, PhD (2021) Pengaruh Kualitas Pelayanan dan Harga Terhadap Loyalitas Pelanggan dengan Kepuasan Pelanggan Sebagai Variabel Intervening (Studi Empiris pada Pelanggan Transportasi Go-Jek di Surakarta). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This study aims to determine the effect of service quality and price on customer loyalty with customer satisfaction as an intervening variable. This research is a quantitative research that is useful for researching a particular population or sample. The sample used in this study were 116 respondents. This study uses two independent variables, namely service quality and price where service quality is measured using five indicators and price is measured using four indicators. The dependent variable is customer loyalty measured using four indicators. While customer satisfaction as an intervening variable and measured using three indicators. The results of this study indicate that service quality and price variables have a significant effect on customer satisfaction, service quality and price variables have a significant effect on customer loyalty, customer satisfaction variables have a significant effect on customer loyalty, and service quality and price variables have a significant effect on customer loyalty through customer satisfaction. .

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Service Quality, Price, Customer Satisfaction, Customer Loyalty
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	NUR AZIZAH SOLICHAH
Date Deposited:	06 Nov 2021 06:16
Last Modified:	06 Nov 2021 06:16
URI:	http://eprints.ums.ac.id/id/eprint/95268

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