Analisis Hubungan Antara Layanan Operasional, Kualitas Layanan, Dan Kepuasan Konsumen Terhadap Loyalitas Pelanggan (Studi Pada Konsumen Alfamidi)
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Institusion

Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya

Author

Firdaus, Aditya Ilham

Subject

658.8 - MANAGEMENT OF MARKETING 

Datestamp

2023-10-24 03:46:28 

Abstract :
This study aims to examine the influence of Services Opration, Service Quality, and Customer Satisfaction on Customer Loyalty. The sample consists of 100 respondents with characteristics based on city, age, last education, shopping frequency, income per month, expenses per month. Sampling in this study using non-probability sampling method and purposive sampling. Analysis using Structural Equating Modeling (SEM) on Partial Least Square (PLS) and collecting data using surveys. The results of this study indicate that operational services have a positive and significant effect on customer satisfaction, service quality has a positive and significant effect on customer satisfaction, and customer satisfaction has a positive and significant effect on consumer satisfaction. Keywords: Service Oprations, Service Quality, Consumer Satisfaction, Customer Loyalty 

File :
ARTIKEL ILMIAH.pdf
COVER.pdf
BAB I.pdf
BAB II.pdf
BAB III.pdf
BAB IV.pdf
BAB V.pdf
LAMPIRAN.pdf