Analisis pengaruh service quality dan service convenience terhadap customer loyalty melalui customer satisfaction di Indomaret Surabaya

Utomo, Stefany (2019) Analisis pengaruh service quality dan service convenience terhadap customer loyalty melalui customer satisfaction di Indomaret Surabaya. Undergraduate thesis, Widya Mandala Chatolic University Surabaya.

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Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh service quality dan service convenience terhadap customer loyalty melalui customer satisfaction di Indomaret Surabaya. Teknik pengambilan sampel yang digunakan ialah non probability sampling dengan cara purposive sampling. Data dikumpulkan melalui penyebaran kuisioner. Sampel yang digunakan sebanyak 140 responden yaitu pengunjung Indomaret Surabaya. Teknik analisis data yang digunakan adalah Partial Least Square dengan menggunakan program Smart PLS 3.0. Hasil penelitian ini menunjukan bahwa service quality dan service convenience berpengaruh positif dan signifikan terhadap customer loyalty, service quality dan service convenience berpengaruh positif dan signifikan terhadap customer loyalty melalui customer satisfaction, dan customer satisfaction berpengaruh positif dan signifikan terhadap customer loyalty.

Item Type: Thesis (Undergraduate)
Subjects: Business > Management
Divisions: Faculty of Business > Management Undergraduate Study Program
Depositing User: Users 6424 not found.
Date Deposited: 29 Jan 2019 07:57
Last Modified: 30 Jan 2019 07:54
URI: http://repository.wima.ac.id/id/eprint/17425

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