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PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN YANG DIMEDIASI OLEH KEPUASAN PELANGGAN NATASHA SKIN CARE MALANG

Agustin, Merry (2018) PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN YANG DIMEDIASI OLEH KEPUASAN PELANGGAN NATASHA SKIN CARE MALANG. Bachelors Degree (S1) thesis, University of Muhammadiyah Malang.

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Abstract

This study aims to understand the effect of Quality Service to Quality Service mediated by Customer Satisfaction at Natasha Skin Care Malang. This type of research is survey method. The populations in this study were all customers at Natasha Skin Care Malang who had made purchases more than three times. The sample in this research using non probability sampling technique with 100 respondents. Validity test in this research use comparison r value count with r table. Test Reliability in this study with Koefisien Cronbach Alfha and data analysis techniques used in this study is multiple linear regression mediation using Sobel test test. The results of this study can be concluded that Service Quality significantly and positively influence on Customer Loyalty and Customer Satisfaction can mediate between Quality of Service variable to Customer Loyalty.

Item Type: Thesis (Bachelors Degree (S1))
Student ID: 201410160311035
Keywords: Quality of Service, Customer Satisfaction, Customer 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: 16 Nov 2018 07:21
Last Modified: 16 Nov 2018 07:21
URI : http://eprints.umm.ac.id/id/eprint/40181

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