, HABIBILLAH and , Kussudyarsana, S.E., M.Si., Ph.D. (2018) PENGARUH KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA HUBUNGAN KUALITAS PELAYANAN DENGAN PEMBELIAN ULANG PERUSAHAAN JASA PENGIRIMAN BARANG DI SURAKARTA. Skripsi thesis, Universitas Muhammadiyah Surakarta.
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Abstract
The purpose of this study was to determine the effect of customer satisfaction as an intervening variable on the relationship of service quality with repurchase in freight forwarding companies in Surakarta. This type of research is quantitative research that uses primary research data collection techniques. Data collection methods used in this study are using a questionnaire that uses 1-5 likert scale. The population used in this study are people who use baranag delivery services in Surakarta with the characteristics of customers who have already purchased more than 2 times. The sample in this study amounted to 100 samples using a sampling technique based on purpose sampling. By using path analysis, the results of the study indicate that service quality has a positive effect on customer satisfaction. Service quality has a positive effect on repurchase. Customer satisfaction has a positive effect on repurchase. Customer satisfaction can mediate the quality of service to repurchase.
| Item Type: | Karya ilmiah (Skripsi) |
|---|---|
| Uncontrolled Keywords: | Service Quality, Customer Satisfaction, Repeat Purchase |
| Subjects: | H Social Sciences > HC Economic History and Conditions |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | HABIBILAH |
| Date Deposited: | 16 Aug 2018 03:17 |
| Last Modified: | 16 Aug 2018 03:17 |
| URI: | http://eprints.ums.ac.id/id/eprint/66747 |
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