Analisis Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan Yang Dimediasi Kepuasan Pelanggan Produk Minuman Chatime Di Palembang
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Institusion

Universitas Katolik Musi Charitas

Author

Limarwan, Wili Oktavia

Subject

H Social Sciences (General) 

Datestamp

2020-01-21 03:05:59 

Abstract :
This research conducted to determine analysis of the influence service quality to customer loyalty, through customer satisfaction Chatime in Palembang. This study used a sample of 96 people who consumed drinks Chatime 2 times in the last month. The sampling technique used is purposive sampling. Then analysis covering the validity test, reliability test, the classical assumption test, descriptive analysis, path analysis, determination coeffecient (R2). The result of this study are (1) service quality has a positive influence and significant on customer loyalty; (2) service quality has a positive influence and significant on customer satisfaction; (3) customer satisfaction has a positive influence and significant on customer loyalty; (4) service quality has influence indirectly on customer loyalty mediated customer satisfaction. 

File :
EM-2016-122403-cover.pdf
EM-2016-122403-abstrack.pdf
EM-2016-122403-complete.pdf
EM-2016-122403-summary_id.pdf
EM-2016-122403-tableofcontent.pdf
EM-2016-122403-chapter1.pdf
EM-2016-122403-chapter2.pdf
EM-2016-122403-chapter3.pdf
EM-2016-122403-chapter4.pdf
EM-2016-122403-conclusion.pdf
EM-2016-122403-reference.pdf
EM-2016-122403-attachment.pdf