PENGARUH KEPERCAYAAN MEREK DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Pelanggan London Beauty Center pada Mahasiswa Universitas Muhammadiyah Purwokerto)

ANGGRAENI, PUTRI APRILIA (2018) PENGARUH KEPERCAYAAN MEREK DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Pelanggan London Beauty Center pada Mahasiswa Universitas Muhammadiyah Purwokerto). Bachelor thesis, UNIVERSITAS MUHAMMADIYAH PURWOKERTO.

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Abstract

This research aimed to find out the effect of brand trust and service quality on customer loyalty with customer satisfaction as intervening variable. This research uses non probability sampling method, with purposive sampling technique is sample determination method based on certain criteria. Population in this research is London Beauty Center customer at student of Muhammadiyah University of Purwokerto. The sample of this research is 96 respondents. The research method used in this research is validity test, reliability test, classical assumption test, multiple regression analysis, coefficient of determination, F test, t test and Sobel test. Brand trust and service quality have a significant positive effect on customer satisfaction, brand trust and service quality have a significant positive effect on customer loyalty. While the results on the test show that customer satisfaction can not mediate brand trust on customer loyalty, customer satisfaction can not mediate the quality of service to loyalty.

Item Type: Thesis (Bachelor)
Additional Information: Pembimbing: Herni Justiana Astuti, Ph. D.
Uncontrolled Keywords: Brand trust, service quality, customer loyalty, customer satisfaction
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: Iin Hayuningtyas
Date Deposited: 26 Dec 2018 02:11
Last Modified: 26 Dec 2018 02:11
URI: http://repository.ump.ac.id/id/eprint/8315

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