Peran Kepercayaan Dalam Memediasi Pengaruh Kepuasan Dan Nilai Terhadap Loyalitas Pelanggan (Studi pada masyarakat yang pernah berbelanja di UD. Wahyu Sejati)

Utomo, Jati Wahyu and , Dr. Muzakar Isa, SE, MSi (2022) Peran Kepercayaan Dalam Memediasi Pengaruh Kepuasan Dan Nilai Terhadap Loyalitas Pelanggan (Studi pada masyarakat yang pernah berbelanja di UD. Wahyu Sejati). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This study aims to analyze the role of trust in mediating the effect of satisfaction and value on customer loyalty in people who have shopped at UD Wahyu Sejati. This research is included in quantitative research. The population of this research is the consumers of UD Wahyu Sejati. The samples collected in this study were 110 respondents. The sample selection technique is using purposive sampling where the sample is determined based on certain criteria. The data used is primary data where the data is obtained from respondents' answers through a questionnaire that has been given. SmartPLS 3.0 is used in research as an analytical tool. The results of this study indicate that (1) Satisfaction has a positive and significant effect on Loyalty. (2) Value has a positive and significant effect on Loyalty. (3) Trust has a positive and significant effect on Loyalty. (4) Satisfaction has a positive and significant effect on Trust. (5) Value has a positive and significant effect on Trust. (6) The Trust variable is able to provide a mediating effect on the Satisfaction variable on the Loyalty variable. (7) The Trust variable is able to provide a mediating effect on the Value variable on the Loyalty variable.

Item Type:	Thesis (Skripsi)
Uncontrolled Keywords:	Value, Trust, Satisfaction, Loyalty
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management H Social Sciences > HD Industries. Land use. Labor > HD61 Risk Management
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	JATI WAHYU UTOMO
Date Deposited:	05 Aug 2022 02:47
Last Modified:	05 Aug 2022 02:47
URI:	http://eprints.ums.ac.id/id/eprint/102580

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