Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Melalui Wom Sebagai Variabel Mediasi (Studi Toko Pakaian Queennhoefashion)

Hardiyanti, Dhea Ayu Rifatul and , Lukman Hakim, S.E., M.Si (2023) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Melalui Wom Sebagai Variabel Mediasi (Studi Toko Pakaian Queennhoefashion). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This study aims to analyze the effect of service quality on customer satisfaction and analyze whether Word of Mouth is able to mediate the relationship between service quality and customer satisfaction. The type of research used in this research is quantitative method. The population in this study are consumers who have bought clothes at QueennhoeFashion stores. The data collection method used in this study was to distribute questionnaires. The questionnaire was made using a Likert scale format. The number of respondents used in this study were 152 respondents. The data analysis technique in this study used Partial Least Square (PLS) with the help of SMARTPLS Software. PLS-SEM analysis consists of two Outer model and Inner model. The results showed that Word of Mouth was able to mediate the relationship between service quality and customer satisfaction. This Riset has the potential to make an important contribution to the development of the fahison subsector, especially QueennhoeFashion in Surakarta in improving customer satisfaction, by presenting new and relevant information.

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	Service Quality, Customer Satisfaction, Word of Mouth
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management H Social Sciences > HD Industries. Land use. Labor > HD28 Management > HD281 Manajemen SDM
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	DHEA AYU RIFATUL HARDIYANTI
Date Deposited:	18 Aug 2023 06:52
Last Modified:	18 Aug 2023 06:52
URI:	http://eprints.ums.ac.id/id/eprint/116058

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