| dc.contributor.advisor | RIMIYATI, HASNAH | |
| dc.contributor.author | DWIKASANDI, RIZA | |
| dc.date.accessioned | 2019-10-07T02:55:08Z | |
| dc.date.available | 2019-10-07T02:55:08Z | |
| dc.date.issued | 2019-02-28 | |
| dc.identifier.uri | http://repository.umy.ac.id/handle/123456789/29393 | |
| dc.description | This study aims to analyze the influence of service quality variables on
customer satisfaction, service quality on customer loyalty, customer satisfaction
on customer loyalty, and service quality on customer loyalty through customer
satisfaction as an intervening variable.
This research was conducted on Homer Laundry service users in
Yogyakarta with a sample of 100 respondents with a purposive sampling
technique with SPSS 21.0 for Windows Software.
The results of this study indicate that service quality has a positive and
significant effect on customer satisfaction, service quality has a positive and
significant effect on customer loyalty, customer satisfaction has a positive and
significant effect on customer loyalty, and customer satisfaction has a positive and
significant effect in mediating service quality to customer loyalty. | en_US |
| dc.description.abstract | This study aims to analyze the influence of service quality variables on
customer satisfaction, service quality on customer loyalty, customer satisfaction
on customer loyalty, and service quality on customer loyalty through customer
satisfaction as an intervening variable.
This research was conducted on Homer Laundry service users in
Yogyakarta with a sample of 100 respondents with a purposive sampling
technique with SPSS 21.0 for Windows Software.
The results of this study indicate that service quality has a positive and
significant effect on customer satisfaction, service quality has a positive and
significant effect on customer loyalty, customer satisfaction has a positive and
significant effect on customer loyalty, and customer satisfaction has a positive and
significant effect in mediating service quality to customer loyalty. | en_US |
| dc.publisher | FAKULTAS EKONOMI DAN BISNIS UNIVERSITAS MUHAMMADIYAH YOGYAKARTA | en_US |
| dc.subject | Service Quality, Customer Satisfaction, Customer Loyalty. | en_US |
| dc.title | ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (STUDI KASUS PADA HOMER LAUNDRY DI YOGYAKARTA) | en_US |
| dc.type | Thesis
SKR
FEB
215 | en_US |
