Kepuasan Konsumen Memediasi Kualitas Pelayanan Dan Kepercayaan Terhadap Loyalitas Pelanggan (Studi Kasus Di Sonae Beauty Studio)

Sahra, Elmiyah Holifatus (2024) Kepuasan Konsumen Memediasi Kualitas Pelayanan Dan Kepercayaan Terhadap Loyalitas Pelanggan (Studi Kasus Di Sonae Beauty Studio). S1 thesis, Universitas PGRI Madiun.

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Abstract

Business actors today are more creative when providing services to their consumers. The purpose was to provide satisfaction to consumers and had strong competitiveness in the market. Here the quality of service provided to the maximum affected the satisfaction and loyalty of a consumer. The aim of this study was to provide empirical evidence of the influence of trust through consumer satisfaction towards customer loyalty. In this study, the population was 385 Sonae Beauty Studio consumers. Data collection techniques through questionnaires. Data analysis using linear regression, t-test, F-test and coefficient of determination. Based on the research results, it can be concluded as follows: (1) The Service Quality variable (X1) has a positive and significant influence towards consumer satisfaction (Z) at Sonae Beauty Studio, (2) The Trust variable (X2) has a positive and significant influence towards consumer satisfaction (Z) at Sonae Beauty Studio, (3) The Service Quality variable (X1) has a positive and significant influence towards Customer Loyalty (Y) at Sonae Beauty Studio, (4) The Trust variable (X2) has a positive and significant influence towards Customer Loyalty (Y) at Sonae Beauty Studio Salon, (5) The Consumer Satisfaction variable (Z) has a positive and significant influence towards Customer Loyalty (Y) at Sonae Beauty Studio, (6) The Service Quality variable (X1) has a positive and significant influence towards Customer Loyalty (Y) through Consumer Satisfaction (Z) at Sonae Beauty Studio, (7) The Trust variable (X2) has a positive and significant influence towards customer loyalty (Y) through consumer satisfaction (Z) at Sonae Beauty Studio.

Item Type:	Thesis/Skripsi/Tugas Akhir (S1)
Kata Kunci:	Kata Kunci: Kepuasan Konsumen, Kualitas Pelayanan, Kepercayaan, Loyalitas Pelanggan
Subjects:	A Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management A Social Sciences > HD Industries. Land use. Labor > HD61 Risk Management
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	SAHRA HOLIFATUS ELMIYAH
Date Deposited:	07 Oct 2024 03:47
Last Modified:	07 Oct 2024 03:47
URI:	http://eprint.unipma.ac.id/id/eprint/2229

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