Pengaruh Kualitas Pelayanan dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan (Studi Kasus di “Nyaman Konveksi”)

Widodo, Hanif Wahyu and Drs. Sri Padmantyo, M. B. A. (2016) Pengaruh Kualitas Pelayanan dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan (Studi Kasus di “Nyaman Konveksi”). Skripsi thesis, Ekonomi Manajemen.

	PDF (Bab I) BAB I.pdf Download (23kB)
	PDF (Bab II) BAB II.pdf Restricted to Repository staff only Download (84kB) | Request a copy
	PDF (Bab III) BAB III.pdf Restricted to Repository staff only Download (40kB) | Request a copy
	PDF (Bab IV) BAB IV.pdf Restricted to Repository staff only Download (116kB) | Request a copy
	PDF (Bab V) BAB V.pdf Restricted to Repository staff only Download (10kB) | Request a copy
	PDF (Daftar Pustaka) DAFTAR PUSTAKA.pdf Download (30kB)
	PDF (Lampiran) LAMPIRAN.pdf Restricted to Repository staff only Download (151kB) | Request a copy
	PDF (Naskah Publikasi) NASKAH PUBLIKASI.pdf Download (1MB)
	PDF (Halaman Depan) HALAMAN DEPAN.pdf Download (235kB)
	PDF (Surat Pernyataan Publikasi Karya Ilmiah) SURAT PERNYATAAN PUBLIKASI KARYA ILMIAH.pdf Restricted to Repository staff only Download (127kB) | Request a copy

Abstract

The purpose of this study was to determine the effect of service quality on customer loyalty and satisfaction as moderator variables that exist in Pleasant Convection in Blora. It is hoped the study was able to find a significant relationship between the three variables that exist and to be a view for future researchers. In this research there to influential hypothesis Service Quality customer satisfaction, customer satisfaction to loyalty, as well as the quality of services to loyalty. The population of this study takes on the part of those who have used the services of a comfortable convection. This study uses a sampling technique by taking a sample of 50 respondents for. This study using multiple linear regression (t test, F Test,R^2Test). This study resulted in several findings including service quality variables significant positive effect on customer satisfaction. Variable customer satisfaction significant positive effect on customer loyalty.influence service quality variables positively on customer loyalty. the variable quality of service and customer satisfaction together (simultaneously) significantly affects customer loyalty.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Service Quality, Customer Loyalty, Customer Satisfaction
Subjects:	X General Subject
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	HANIF WAHYU WIDODO
Date Deposited:	07 Nov 2016 11:22
Last Modified:	07 Nov 2016 11:22
URI:	http://eprints.ums.ac.id/id/eprint/47957

Actions (login required)

View Item