KURNIAWATI, WINDA EKA (2017) PENGARUH KUALITAS PELAYANAN DAN LOKASI TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN SEBAGAI VARIABEL MEDIASI ( STUDI PADA PELANGGAN ALFAMART DI DUKUHWALUH). Bachelor thesis, UNIVERSITAS MUHAMMADIYAH PURWOKERTO.

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Abstract

The research was a quantitaive research to identify the effect of services quality and location to
customer loyality.The independent variables of this research were services quality and location,
while the mediation variable wassatisfaction and the dependent variable was customer
loyality.The samples were 100 Alfamart customers as respondents which were colected by
purposive sampling. Whiledata analysis technique were conducted by validity and reliability test,
classical assumption test, multiple linearregression analysis, determninant coeffisien (R2),
hyphotesis examination and Sobel test.The results showed that, partially, services were
significantly had positive effect to the customer satisfaction witht t count value 2,597 > ttable
1,66071. Location was also significantly had positive effect to the customersatisfaction with tcount
value 2.904 > ttable 1,66071. Furthermore, services quality significantly had positiveeffect to the
customer loyality with tcount value of 9,051 > ttable 1,66088. Location also significantly
hadpositive effect to the customer loyality with tcount value of 2,468 > ttable 1,66088.
Satistaction alsosignificantly had positive effect to the customer loyality with tcount value of 2,252
> ttable 1.66088. Indirecteffect of servises quality to the customer loyality that was mediated by
satisfaction with tcount value of 1,644224< ttable 1,66088, furthermore, the effect of location to
the customer loyality that was mediated by satisfaction with tcount value of 1,724482 > ttable
1,66088.

Item Type: Thesis (Bachelor)
Additional Information: Pembimbing: Arini Hidayah, SE., M.Si
Uncontrolled Keywords: services quality, location, satisfaction, customer loyality
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen S1
Depositing User: Iin Hayuningtyas
Date Deposited: 16 Sep 2017 04:20
Last Modified: 01 Nov 2024 01:54
URI: http://repository.ump.ac.id/id/eprint/4166
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