| dc.contributor.author | SAKTI, FANNY CANDRA | |
| dc.date.accessioned | 2020-03-21T06:42:37Z | |
| dc.date.available | 2020-03-21T06:42:37Z | |
| dc.date.issued | 2020-01-20 | |
| dc.identifier.uri | http://repository.umy.ac.id/handle/123456789/32625 | |
| dc.description | This research aimed at analyzing the influence of service quality on customer satisfaction, customer trust, and customer royalty of Mirota Kampus customer on C. Simanjuntak street number 70, Gondokusuman, Yogyakarta. The subject in this study was consumer who had shopped at Mirota Kampus, especially Mirota Kampus located at C. Simanjuntak Street Number 70. This research used 163 respondents as samples determined by using non probability sampling technique with purposive sampling method and questionnaires distributed to the respondents using Google Forms. The analysis tool used was Structural Equation Modeling (SEM) using AMOS 22 application program. Based on the analysis made, it shows that (1) the service quality has positive and significant influence on customer satisfaction and customer trust, and (2) the service quality has positive and significant influence on customer royalty, then (3) customer satisfaction and customer trust has positive and significant influence on customer loyalty. (4) Customer satisfaction and customer trust variables are able to be the mediator of the relations between service quality and customer loyalty. | en_US |
| dc.description.abstract | Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan terhadap kepuasan pelanggan, kepercayaan pelanggan, dan loyalitas pelanggan pada pelanggan Mirota Kampus di Jalan C. Simanjuntak 70, Gondokusuman, Yogyakarta. Subjek dalam penelitian ini adalah pelanggan yang yang pernah berbelanja di Mirota Kampus, khususnya Mirota Kampus yang terletak di Jalan C. Simanjuntak No.70, Gondokusuman, Yogyakarta. Penelitian ini menggunakan sampel sebanyak 163 responden yang ditentukan dengan teknik pengambilan sampel menggunakan teknik non probability sampling dengan metode purposive sampling dan kemudian menyebarkan kuesioner kepada responden menggunakan Google Forms. Alat analisis yang digunakan adalah Structural Equation Modeling (SEM) dengan menggunakan program aplikasi AMOS 22. Berdasarkan analisis data yang telah diperoleh bahwa kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan pelanggan dan kepercayaan pelanggan, lalu kualitas pelayanan berpengaruh positif dan signifikan terhadap loyalitas pelanggan, kemudian kepuasan pelanggan dan kepercayaan pelanggan berpengaruh positif dan signifikan terhadap loyalitas pelanggan. Serta variabel kepuasan pelanggan dan kepercayaan pelanggan mampu memediasi hubungan antara kualitas pelayanan terhadap loyalitas pelanggan. | en_US |
| dc.publisher | FE UMY | en_US |
| dc.subject | SERVICE QUALITY | en_US |
| dc.subject | KUALITAS PELAYANAN | en_US |
| dc.subject | CUSTOMER SATISFACTION | en_US |
| dc.subject | KEPUASAN PELANGGAN | en_US |
| dc.subject | CUSTOMER TRUST | en_US |
| dc.subject | KEPERCAYAAN PELANGGAN | en_US |
| dc.subject | CUSTOMER LOYALTY | en_US |
| dc.subject | LOYALITAS PELANGGAN | en_US |
| dc.title | PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN, KEPERCAYAAN PELANGGAN, DAN LOYALITAS PELANGGAN (Studi pada Pelanggan Mirota Kampus di Jalan C. Simanjuntak No. 70, Gondokusuman, Yogyakarta) | en_US |
| dc.type | Thesis
SKR
FEB
16 | en_US |
