ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS KONSUMEN DENGAN KEPUASAN KONSUMEN SEBAGAI VARIABEL PEMEDIASI (Studi Kasus Pada Konsumen Warnet Exe Net, Surakarta)

ZUHRI, SYARIFUDDIN (2013) ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS KONSUMEN DENGAN KEPUASAN KONSUMEN SEBAGAI VARIABEL PEMEDIASI (Studi Kasus Pada Konsumen Warnet Exe Net, Surakarta). Other thesis, Universitas Sebelas Maret.

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    Abstract

    ABSTRACT The main objective of this study was to determine the effect of service quality that contains of 5 dimensions are: tangibles, reliability, responsibility, assurance, emphaty; on customer loyalty with variable mediated by customer satisfaction. The problems formulation in this study are: 1). The effect of service quality on customer satisfaction, 2). the effect of service quality on customer loyalty, 3). The effect of customer satisfaction on customer loyalty, dan 4). The role of customer satisfacfaction on mediated effect of service quality on customer loyalty. The population in this study were 110 customers Warnet Exe Net Surakarta and they were taken all to be the subject of the research. Variable classification, are: the independen variable in this study is service quality (tangible, reliability, responsibility, assurance, empathy); dependen variable: customer loyalty and the mediator variable is customer satisfaction. Analytical methods used are Path Analysis. The results of this study are as follows. First, service quality have significant effect on customer satisfaction. Second, service quality have significant effect on customer loyalty. Third, customer satisfaction have significant effect on customer loyalty. Fourth, affect of service quality on customer loyalty is mediated by customer satisfaction. Keywords : service quality (tangibles, reliability, responsibility, assurance, emphaty), customer satisfaction, customer loyalty

    Item Type: Thesis (Other)
    Subjects: H Social Sciences > HB Economic Theory
    Divisions: Lembaga Penelitian dan Pengabdian Kepada Masyarakat - LPPM
    Depositing User: Nurrahma Restia
    Date Deposited: 03 May 2014 18:48
    Last Modified: 03 May 2014 18:48
    URI: https://eprints.uns.ac.id/id/eprint/14605

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