Ezra, Griffari Rahmat and , Ir. Irmawati, S.E., M.Si. (2024) Pengaruh Kualitas Pelayanan Dan Promosi Terhadap Loyalitas Pelanggan Dalam Menggunakan Jasa Laundry Sepatu Youth Clean Dengan Kepuasan Pelanggan Sebagai Variabel Mediasi. Skripsi thesis, Universitas Muhammadiyah Surakarta.
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Abstract
This study aims to analyze the effect of service quality on customer satisfaction, promotion on customer satisfaction, service quality on customer loyalty, promotion on loyalty, customer satisfaction on loyalty, service quality and promotion on customer satisfaction, and service quality and promotion on loyalty. The population used in this study are consumers who have made transactions at the Youth Clean shoe laundry. The sample used in this study were 150 Youth Clean consumers. Sample selection using non-probability, namely convenience sampling. The data source in this study is a primary data source. Data processing is done using the help of Smart PLS with the outer model and inner model methods. The research results obtained are (1) Service quality has a significant positive effect on customer satisfaction at Youth Clean. (2) Promotion has a significant positive effect on customer satisfaction at Youth Clean. (3) Satisfaction has a significant positive effect on customer loyalty at Youth Clean. (4) Service quality has no significant effect on customer loyalty at Youth Clean. (5) Promotion has no significant effect on customer loyalty at Youth Clean. (6) Customer satisfaction plays a role in mediating between service quality and customer loyalty at Youth Clean. (7) Customer satisfaction plays a role in mediating between promotion and customer loyalty at Youth Clean.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Uncontrolled Keywords: | kualitas pelayanan, promosi, loyalitas pelanggan, kepuasan pelanggan |
| Subjects: | H Social Sciences > HA Statistics H Social Sciences > HB Economic Theory H Social Sciences > HD Management, Business and Labor |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | GRIFFARI RAHMAT EZRA |
| Date Deposited: | 02 Sep 2024 02:50 |
| Last Modified: | 02 Sep 2024 02:50 |
| URI: | http://eprints.ums.ac.id/id/eprint/127825 |
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