PENGARUH KUALITAS PELAYANAN DAN FASILITAS TERHADAP KEPUASAN PELANGGAN MELALUI KEPUTUSAN PEMBELIAN SEBAGAI VARIABEL INTERVENING PADA MAIJO BARBERSHOP

Pangestu, Theo Raydinata (2026) PENGARUH KUALITAS PELAYANAN DAN FASILITAS TERHADAP KEPUASAN PELANGGAN MELALUI KEPUTUSAN PEMBELIAN SEBAGAI VARIABEL INTERVENING PADA MAIJO BARBERSHOP. S1 thesis, Universitas PGRI Madiun.

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Abstract

This study aims to analyze the effect of service quality and facilities on customer satisfaction through purchase decision as an intervening variable at Maijo Barbershop. This research employed a quantitative approach with a sample of 204 customers selected using a purposive sampling technique. Data were collected through questionnaires and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with the assistance of SmartPLS software. The results indicate that service quality and facilities have a positive and significant effect on both purchase decision and customer satisfaction. Purchase decision also has a positive and significant effect on customer satisfaction. Furthermore, purchase decision was proven to mediate the effect of service quality and facilities on customer satisfaction. These findings indicate that improving service quality and facilities can encourage customers' purchase decisions and enhance customer satisfaction at Maijo Barbershop.

Item Type: Thesis/Skripsi/Tugas Akhir (S1)
Kata Kunci: Service Quality, Facilities, Purchase Decision, Customer Satisfaction, Barbershop.
Subjects: A Social Sciences > HF Commerce
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: PANGESTU RAYDINATA THEO
Date Deposited: 26 Oct 2026 04:16
Last Modified: 26 Oct 2026 04:16
URI: http://eprint.unipma.ac.id/id/eprint/10713

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