PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN, KEPERCAYAAN, DAN PENGALAMAN SEBAGAI MEDIASI (STUDI PADA PENGGUNA JASA GADAI DI PT. PEGADAIAN CP. PONOROGO)

This research aims to examine the effect of service quality on customer loyalty with satisfaction, trust and experience as mediation. Sampling technique Quota sampling of 250 people from the criteria of customers who have made transactions, whether pawning or other, at PT. CP Pawn Shop. Ponorogo. The results of this research show that service quality has a positive and significant effect on customer satisfaction, service quality has a positive and significant effect on customer trust, service quality has a positive and significant effect on customer experience, customer satisfaction has a positive and significant effect on customer loyalty, customer trust has a positive and significant effect. significant effect on customer loyalty, customer experience has no positive and significant effect on customer loyalty, service quality has a positive and significant effect on customer loyalty through customer satisfaction, service quality has no positive and significant effect on customer loyalty through customer trust and service quality has no positive and significant effect towards customer loyalty through customer experience.