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PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN JASA TRANSPORTASI TRAVEL (Studi pada Pelanggan Buana Travel Tulungagung)

Rahma, Bety Zaskya (2018) PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN JASA TRANSPORTASI TRAVEL (Studi pada Pelanggan Buana Travel Tulungagung). Bachelors Degree (S1) thesis, University of Muhammadiyah Malang.

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Abstract

This study aimed to analyze the service quality, customers’ satisfaction, and customers’ loyalty and to analyze the effects of service quality towards the customers’ loyalty through customers’ satisfaction as an intervening variable in Buana Travel Tulungagung. The data were obtained through questionnaire. There were 100 customers selected through purposive sampling. This is an explanatory and quantitative study with survey method. Test instrument used comprised the validity and reliability tests. The data were analyzed through path analysis and hypothesis test. The findings showed that the service quality did not significantly affect the customers’ loyalty. The service quality significantly affected the customers’ satisfaction. The customers’ satisfaction significantly affected the customers’ loyalty. Meanwhile, the service quality significantly affected the customers’ loyalty through customers’ satisfaction.

Item Type: Thesis (Bachelors Degree (S1))
Student ID: 201310160311407
Keywords: Service quality, Customers’ satisfaction, Customers’ loyalty
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HB Economic Theory
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculty of Economics > Department of Management (61201)
Depositing User: Retno Widiyastuti Ika Wijaya
Date Deposited: 08 Nov 2018 09:23
Last Modified: 08 Nov 2018 09:23
URI : http://eprints.umm.ac.id/id/eprint/39669

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