Analisis Pengaruh Kepuasan Pelanggan terhadap Loyalitas Pelanggan yang Dimoderasi Oleh Kepercayaan Pelanggan Studi pada Nava Green Surakarta

Noor. R, Endah Garita and , Ahmad Mardalis, SE.,MBA (2019) Analisis Pengaruh Kepuasan Pelanggan terhadap Loyalitas Pelanggan yang Dimoderasi Oleh Kepercayaan Pelanggan Studi pada Nava Green Surakarta. Skripsi thesis, Universitas Muhammadiyah surakarta.

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Abstract

This study aims to examine the effect of customer satisfaction on customer loyalty which moderated customer trust. The number of samples determined in this study were 126 respondents who were determined using a non probability sampling method. As an independent variable, namely customer satisfaction, and the dependent variable is customer loyalty and the moderating variable, namely customer trust. The analysis used included the validity test, reliability test, classic assumption test, moderated regression analysis, coefficient of determination test, F test and t test. The results of the analysis show that the variable customer satisfaction has a significant effect on customer loyalty, the variable customer trust has a significant effect on loyalty, and the variable customer trust moderates the effect of customer satisfaction on customer loyalty.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	Customer Satisfaction, Customer Trust, Customer Loyalty
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	ENDAH GARITA NOOR ROHMAH
Date Deposited:	21 Aug 2019 06:15
Last Modified:	22 Nov 2019 02:46
URI:	http://eprints.ums.ac.id/id/eprint/76505

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