Yunanto, Arif Dwi and -, Dra.Wuryaningsih Dwi Lestari, M.M and -, Dr. Rini Kuswati, S.E., M.Si and -, Nur Achmad, S.E., M.Si., CIQnR (2024) PENGARUH SERVICE QUALITY DAN PRODUCT QUALITY TERHADAP COSTUMER LOYALITAS DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING PADA KEDAI KOPI eL eL DI PACITAN. Skripsi thesis, Universitas Muhammadiyah Surakarta.
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Abstract
The purpose of this research is to examine the influence of Service Quality and Product Quality on Customer Loyalty with Customer Satisfaction as an intervening variable at Kedai Kopi eL eL in Pacitan. This research is included in quantitative research. The population of this study is the general public in Pacitan who visit and consume dishes at Kedai Kopi eL eL. The sample collected in this research was 120 respondents. The data used is primary data where data is obtained from respondents answers through the questionnaire that has been given. SmartPLS 3.0 is used in research as an analysis tool. The results of this research show that Service Quality has a positive and significant influence on Customer Loyalty, Product Quality has no influence on Customer Loyalty, Service Quality has a positive and significant influence on Customer Satisfaction, Product Quality has a positive and significant influence on Customer Satisfaction. Customers have no effect on Customer Loyalty, Customer Satisfaction has no effect in mediating Service Quality on Customer Loyalty, Customer Satisfaction has no effect in mediating Product Quality on Customer Loyalty.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Uncontrolled Keywords: | kualitas pelayanan, kualitas produk, loyalitas pelanggan, kepuasan pelanggan |
| Subjects: | H Social Sciences > HC Economic Development H Social Sciences > HC Economic Development > Microeconomics H Social Sciences > HD Management, Business and Labor H Social Sciences > HD Management, Business and Labor > HD28 Management H Social Sciences > HD Management, Business and Labor > HD28 Management > HD283 Marketing Management |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | ARIF DWI YUNANTO |
| Date Deposited: | 05 Feb 2024 02:30 |
| Last Modified: | 05 Feb 2024 02:30 |
| URI: | http://eprints.ums.ac.id/id/eprint/120596 |
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