Pengaruh Kualitas Pelayanan terhadap Loyalitas Pelanggan yang Dimediasi Oleh Kepuasan Pelanggan (Studi pada Konsumen GRAB di Surakarta)

Avitisna, Dimas Dhuta and , Dr. Rini Kuswati, S.E., M.Si (2021) Pengaruh Kualitas Pelayanan terhadap Loyalitas Pelanggan yang Dimediasi Oleh Kepuasan Pelanggan (Studi pada Konsumen GRAB di Surakarta). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This study aims to determine the effect of service quality and customer satisfaction on customer loyalty. Practically this research is expected to provide benefits namely, first: useful in providing conceptual contributions to Grab companies as reference material in conducting marketing strategies, second: increasing knowledge especially in generating concepts about customer satisfaction, third: as a reference in conducting further research by using different variables. This type of research is survey research using a questionnaire as an instrument. The population in this study were all Grab customers or customers in the city of Solo. The sampling technique used purposive sampling method with a total sample of 115 respondents. Data was collected by a questionnaire that had been tested for validity and reliability. The data analysis technique used is multiple linear regression. Multiple linear regression is used to test the statistically hypothesized model.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	service quality, customer satisfaction, customer loyalty
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	DIMAS DHUTA AVITISNA
Date Deposited:	18 Feb 2021 13:19
Last Modified:	18 Feb 2021 13:19
URI:	http://eprints.ums.ac.id/id/eprint/89514

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