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PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS YANG DIMEDIASI OLEH VARIABEL KEPUASAN PELANGGAN (Studi Pada Pelanggan Kimbap Rina “Kirin” di Malang)

Apriliani, Nurma Dwi (2018) PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS YANG DIMEDIASI OLEH VARIABEL KEPUASAN PELANGGAN (Studi Pada Pelanggan Kimbap Rina “Kirin” di Malang). Bachelors Degree (S1) thesis, University of Muhammadiyah Malang.

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Abstract

Along with the growing number of restaurants and cafes in Malang, it can be said that the competition in the industry is getting heavier. Therefore, businesses intended for restaurants or cafes can survive in the industry. one effort that can do is to create strategies that enable customers and customers. This study includes about the quality of service consistent with customer loyalty with customer satisfaction mediation. The population in this study is all Kimbap Rina customers. Sampling technique used is non probability sampling by purposive sampling with the number of samples of 100 respondents. Data analysis technique used in this research is multiple linear regression with mediation. Based on the result of research and discussion, it can be concluded that: (1) significant service quality to customer satisfaction, (2) service quality and customer satisfaction have significant on customer loyalty, (3) significant service quality to customer mediated loyalty.

Item Type: Thesis (Bachelors Degree (S1))
Student ID: 201310160311290
Keywords: Service Quality, 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 07:43
Last Modified: 16 Nov 2018 07:43
URI : http://eprints.umm.ac.id/id/eprint/40192

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