PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL MEDIASI (Survei pada Pengguna Jasa Layanan Kantor Pos Boyolali)

Authors

  • Yessi Agustianti, Alwi Suddin & Retno Susanti

Abstract

The purpose of this study is to analyze (1) the influence of service
quality on customer satisfaction Post Office Boyolali. (2) the influence of
service quality on customer loyalty of Post Office Boyolali. (3) the influence of
customer satisfaction on customer loyalty of Boyolali Post Office. (4) the
influence of service quality on customer loyalty mediated by customer
satisfaction. The research was conducted at Boyolali Post Office. The
population of 432 people. Samples used as much as 20% of the total
population of 130 respondents. Sampling technique with purposive sampling,
and accidental sampling. Data collection techniques using questionnaires.
Data analysis with path analysis model and mediation variable using Sobel
Test. The result of the research shows that service quality variable has
significant influence to customer satisfaction. Quality of service has a
significant influence on customer loyalty. Customer satisfaction has a
significant influence on customer loyalty. Customer satisfaction is able to
mediate the influence of service quality on customer loyalty.
Keywords: Loyalty, satisfaction, service quality

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Published

2022-01-23

How to Cite

Retno Susanti, Y. A. A. S. &. (2022). PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL MEDIASI (Survei pada Pengguna Jasa Layanan Kantor Pos Boyolali). JURNAL MANAJEMEN SUMBER DAYA MANUSIA, 12(1). Retrieved from https://ejurnal.unisri.ac.id/index.php/Manajemen/article/view/2271

Issue

Vol. 12 No. 1 (2018): Manajemen Sumber Daya Manusia

Section

Artikel

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Copyright (c) 2018 Manajemen Sumber Daya Manusia

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