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PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL MEDIASI (Studi Pada Pelanggan Kober Mie Setan Malang)

Hikmah, Farah Durrotul (2018) PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL MEDIASI (Studi Pada Pelanggan Kober Mie Setan Malang). Undergraduate (S1) thesis, University of Muhammadiyah Malang.

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Abstract

The purposed of this studied is to examined the effect of service quality on customer loyalty with customer satisfaction as a variable of medication at customer Kober Mie Satan Malang. This study used multiple regression analysis for mediation on 150 respondents who have been determined using purposive sampling technique as a method of sampling by using questionnaires for data collection. The result of this research revealed that service quality have positive and significant effect to customer satisfaction from probability value of Asimp Sig 0.000 <0.05, customer satisfaction has positive and significant effect to customer loyalty from probability value of Asimp Sig 0,003 <0,05, service quality have positive and significant influence to customer loyalty from probability value Asimp Sig 0.000 <0.05, and service quality have positive and significant influence to customer loyalty with customer satisfaction as mediation variable.

Item Type: Thesis (Undergraduate (S1))
Student ID: 201410160311511
Keywords: service quality, customer satisfaction and 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: 17 Nov 2018 05:42
Last Modified: 17 Nov 2018 05:42
URI : http://eprints.umm.ac.id/id/eprint/40275

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