ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN, DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL MEDIASI
Abstract
This study aims to analyze (1) the effect of service quality on customer
satisfaction; (2) The impact of service quality on customer loyalty; (3) the effect of
customer satisfaction on customer loyalty; (4) the effect of service quality and customer
loyalty mediated by customer satisfaction. The study population was all subscribers
Copy, Stationery and Toll EN Mandiri Alastuwo Kebakkramat with a sample of 100
respondents. Data collection technique used questionnaire through the stages of testing
the validity and reliability test. Terms regression using classic assumption test. Data
were analyzed using path analysis. The conclusion of each hypothesis test results show
that, the quality of service a significant effect on customer satisfaction, service quality
significantly influence customer loyalty, customer satisfaction significantly influence
customer loyalty, customer satisfaction mediates the impact of service quality on
customer loyalty. The conclusion from these results that the entire hypothesis can be
accepted and proven true.
Keywords: service quality, customer satisfaction, loyalty
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