SARI, ANISA PUSPITA (2019) PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN PELANGGAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Survei Pada Mahasiswa Pelanggan DestSkin Beauty Clinic Purwokerto). Bachelor thesis, UNIVERSITAS MUHAMMADIYAH PURWOKERTO.

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Abstract

The purpose of this study is to examine the effect of service quality and customer trust on customer loyalty with customer satisfaction as an intervening variable. This research uses non probability sampling method, with purposive sampling technique is a method of determining the sample based on certain criteria. The population in this study were customers of DestSkin Beauty Clinic Purwokerto. This research sample was 80 respondents. The research method used in this study is validity test, reliability test, classic assumption test, multiple regression analysis, coefficient of determination, F test, t test and sobel test. Service quality and customer trust have a significant positive effect on customer satisfaction both simultaneously and partially, while service quality and customer trust have a significant positive effect on customer loyalty both simultaneously and partially. The results of the sobel test show that customer satisfaction can mediate service quality towards customer loyalty, customer satisfaction can mediate customer trust in loyalty.

Dosen Pembimbing: ASTUTI, HERNI JUSTIANA | unspecified
Item Type: Thesis (Bachelor)
Uncontrolled Keywords: Service Quality, Customer Trust, customer loyalty, Customer Satisfaction
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: 18 Feb 2022 04:17
Last Modified: 30 Jan 2025 01:32
URI: http://repository.ump.ac.id/id/eprint/10668

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