Pengaruh Kepercayaan terhadap Loyalitas Konsumen dengan Kepuasan sebagai Variabel Mediasi (Studi Empiris pada Restoran Ayam Penyet/ Ayam Bakar Wong Solo)

Tiffuana, Intan Ayu and , Soepatini, S.E., M.Si., Ph.D. (2020) Pengaruh Kepercayaan terhadap Loyalitas Konsumen dengan Kepuasan sebagai Variabel Mediasi (Studi Empiris pada Restoran Ayam Penyet/ Ayam Bakar Wong Solo). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

To know clearly about customer satisfaction, trust and loyalty in the Ayam Penyet / Ayam Bakar Wong Solo restaurant. Customer loyalty is very important for the company to maintain its survival and the sustainability of their business activities. Customer loyalty in using the services offered can be used as input to the companies to improve and enhance the quality of services offered feed all and trust. Customer satisfaction can be met through quality of service and the trust that customers wil continue transaction with the company. From the test results the model in this study, using purposive sampling with the help of IBM SPSS Statistics 23 software, on 150 respondents, it can explain the relationship between trust, and customer satisfaction with customers loyalty at the Ayam Penyet / Ayam Bakar Wong Solo restaurant. The results showed that: First, trust has a positive and significant effect on customer satisfaction. Both beliefs have a positive and significant effect on consumer loyalty. Third, customer satisfaction has a positive and significant effect on consumer loyalty. Based on the discussion and conclusions, it is recommended to the restaurant manager of Ayam Penyet / Ayam Bakar Wong Solo to anticipate changes in trends and tastes or satisfaction from consumers

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	trust, customer satisfaction, customer loyalty
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	INTAN AYU TIFFUANA
Date Deposited:	24 Jun 2020 12:16
Last Modified:	24 Jun 2020 12:16
URI:	http://eprints.ums.ac.id/id/eprint/83044

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