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PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPERCAYAAN DAN KEPUASAN SEBAGAI VARIABEL MEDIASI (Studi Pada Pelanggan Kereta Api Malioboro Ekspres)

Rizaq, Zaidur (2019) PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPERCAYAAN DAN KEPUASAN SEBAGAI VARIABEL MEDIASI (Studi Pada Pelanggan Kereta Api Malioboro Ekspres). Masters (S2) thesis, University Of Muhammadiyah Malang.

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Abstract

The purpose of this study is to determine how the influence of service quality on customer loyalty with trust and satisfaction and the desire to re-visit as a variable mediation. A total of 79 questionnaires were distributed to passengers on 2 executive class cars. Further data were analyzed using descriptive and inferential statistics using SmartPLS data analysis software tool. The results of the analysis obtained from this study indicate that for direct influence, service quality has a positive and significant impact on trust, satisfaction, and customer loyalty. Trust has a positive and significant impact on customer loyalty. Satisfaction has a positive and significant effect on customer loyalty. Then for indirect influence the results show the confidence and satisfaction mediate the influence of service quality to customer loyalty significantly.

Item Type: Thesis (Masters (S2))
Student ID: 201510280211042
Keywords: Service Quality, Loyalty, Trust, Satisfaction.
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
H Social Sciences > HD Industries. Land use. Labor > HD61 Risk Management
Divisions: Postgraduate > Master of Management (61101)
Depositing User: Moh. Zawawi
Date Deposited: 30 Apr 2019 08:17
Last Modified: 30 Apr 2019 08:17
URI : http://eprints.umm.ac.id/id/eprint/46027

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