PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN SEBAGAI VARIABEL MEDIASI

Authors

  • Ali Mustofa, Sri Lestari Triyaningsih & Suprayitno

Abstract

This study aims to analyze (1) the effect of service quality on customer satisfaction (2) impact of service quality on customer loyalty (3) the impact of customer satisfaction on customer loyalty (4) impact of service quality on customer loyalty mediated by customer satisfaction. The study population was all subscribers Mbah Tandur Restourant with a sample of 100 respondents from students customers. Data collection technique used questionnaire that through stages of testing the validity and reliability first. Test requirements regression using classic assumption test. Data were analyzed using path analysis. Based on the validity of the test showed that all valid instrument and of the reliability test showed all instruments reliable. Classic assumption test results show that the variable data of this study has been to meet the assumptions required by multiple linear regression model that does not happen multikolinieritas problem, does not occur heteroskedastisitas, and autocorrelation, and residual normal. The conclusion from the results of testing each hypothesis shows that all hypothesis can be accepted or proven true.
Keywords: service quality, customer satisfaction, customer loyalty

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Published

2017-01-03

Issue

Vol. 16 No. 3 (2016): Ekonomi dan Kewirausahaan ; September

Section

Artikel

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