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Pengaruh Kualitas Pelayanan Terhadap Loyalitas Konsumen Yang di Moderasi Oleh Kepuasan Konsumen Sengkaling Kuliner Malang

Khirlambang, Rinas (2020) Pengaruh Kualitas Pelayanan Terhadap Loyalitas Konsumen Yang di Moderasi Oleh Kepuasan Konsumen Sengkaling Kuliner Malang. Undergraduate (S1) thesis, University of Muhammadyah Malang.

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PENDAHULUAN.pdf

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BAB I.pdf

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BAB II.pdf

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Abstract

Culinary Sengkaling Kuliner is a company in services that provides places to eat, drink and for gathering in Malang. The aims of this research are (1) To describe service quality, customer satisfaction, and customer loyalty in Culinary Sengkaling, (2) To determine the effect of service quality on customer loyalty, (3) To determine the effect of service quality on customer loyalty with satisfaction as a variable moderation. The population of this research was culinary consumers in Sengkaling, Malang. The samples of this research were customers who have visited at least twice and are over 17 years old. The sampling technique in this research was purposive sampling. Purposive sampling is taking the sampling using certain criteria or requirement specified by researcher. There are two criteria that specified by researcher, purchasing at least twice and they are over 17 years old. The determination of the number of samples used as research respondents is 100 samples. Moderated regression Analysis (MRA) was used in this research as data analysis. The result of this research are: 1) Service quality (X) get a pretty good grade, customer’s loyalty (Y) get a vellue hight, Customer’s satisfaction (Z) get a vellue satisfied. 2)Service quality (X) has positive effect to customer’s loyalty (Y). 3) The positive regression interaction moderation coefficient indicates that customer’s satisfaction (Z) is able to strengthen the effect of service quality (X) on customer’s loyalty (Y)

Item Type: Thesis (Undergraduate (S1))
Student ID: 201310160311417
Thesis Advisors: Marsudi (0706026201), Baroya Mila Shanty (0704056701)
Keywords: Quality service, customer’s Satisfaction, Customer’s loyalty
Subjects: 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: 201310160311417
Date Deposited: 24 Feb 2020 08:00
Last Modified: 24 Feb 2020 08:00
URI : http://eprints.umm.ac.id/id/eprint/60182

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