Hidayah, Annisa Nur and , Soepatini, S.E., M.Si., Ph.D and , Dr. Edy Purwo Saputro, S.E., M.Si (2023) Pengaruh Kualitas Layanan terhadap Loyalitas Pelanggan dengan Customer Perceived Value dan Kepuasan Pelanggan sebagai Variabel Mediasi. Thesis thesis, Universitas Muhammadiyah Surakarta.
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Abstract
The purpose of this study was to examine the effect of service quality on customer loyalty with perceived value and customer satisfaction as mediating variables. The sampling technique uses a non-probability sampling method with a purposive sampling technique. The research was conducted on Gojek users in Solo Raya with a sample of 200 respondents. Data collection was carried out by distributing questionnaires. Data analysis was performed by SEM analysis using PLS model evaluation through SmartPLS 3.0 software. The results of the research show that 1) service quality influences perceived value; 2) service quality affects customer satisfaction; 3) service quality affects customer loyalty; 4) perceived value has a significant effect on customer satisfaction; 5) perceived value has a significant effect on customer loyalty; 6) customer satisfaction has a significant effect on customer loyalty; 7) perceived value significantly mediates service quality and customer loyalty; 8) customer satisfaction mediates between service quality and customer loyalty significantly; 9) perceived value and customer satisfaction mediate between service quality and customer loyalty significantly.
| Item Type: | Thesis (Thesis) |
|---|---|
| Uncontrolled Keywords: | Service Quality, Perceived Value, Customer Satisfaction, Customer Loyalty. |
| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HD Industries. Land use. Labor > HD28 Management > HD283 Marketing Management |
| Divisions: | Fakultas Pasca Sarjana > Magister Manajemen |
| Depositing User: | ANNISA NUR HIDAYAH |
| Date Deposited: | 11 Aug 2023 06:41 |
| Last Modified: | 11 Aug 2023 06:41 |
| URI: | http://eprints.ums.ac.id/id/eprint/115180 |
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