CD Tesis

Pengaruh Kualitas Pelayanan Dan Servicecape Terhadap Kepuasan Serta Dampaknya Pada Loyalitas Pelanggan Jasa Service Mobil Di Pt Agung Automall Harapan Raya Pekanbaru

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The purpose of this study is to determine the effect of service and service
quality on customer satisfaction and loyalty of PT Agung Automall Harapan Raya
Pekanbaru. The sample of this study is 385 car service customers at PT Agung
Automall Harapan Raya Pekanbaru. This study tested the Partial Least Squares
(PLS) hypothesis using the SmartPLS 3.0 M3 application using structured
equation modeling (SEM) and data analysis tools. The results of this study found
that service quality and servicescape had a positive and significant effect on
customer satisfaction and customer loyalty. Furthermore, service quality and
servicescape have a positive and significant effect on customer loyalty which is
mediated by customer satisfaction. R Square value of customer satisfaction 0.215
shows 21.5% change in the value of this variable is caused by service quality and
servicescape. R Square value of customer loyalty 0.594 shows 59.4% change in
the value of this variable is caused by service quality, servicescape and customer
satisfaction.
Key Words : Service quality, Servicescape, Satisfaction, Customer loyalty

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

1910247232

Penerbit

Pekanbaru : Universitas Riau – Pascasarjana – Tesis Manajemen., 2022

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

1910247232

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

FATAH

Versi lain/terkait

Lampiran Berkas

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