CD Skripsi
Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Pelanggan Pada Pemegang Kartu Member Pasar Buah Pekanbaru
ABSTRACK
After deciding to become a member of a company, of course each
customer will also have big expectations of the benefits or added value that will
be received from the member card implementing company. One of the
expectations is the existing services and facilities, with the existence of good
services and facilities, the customer is less likely to switch to similar businesses or
other competitors.
The purpose of this study was to see the effect of service quality on
customer satisfaction and loyalty to the Pekanbaru fruit market member card
holder. This study uses a quantitative approach. The sample in this study
amounted to 100 respondents aimed at the holder of the Pekanbaru fruit market
members in Pekanbaru City, using a sampling technique. The research instrument
used a questionnaire and analyzed using Path Analysis with the help of the SPSS
version 23 program.
The results of this study indicate that: 1) Service quality affects customer
satisfaction at Pasar Buah Pekanbaru member card holder, 2) Service quality
affects Customer Loyalty to Pasar Buah Pekanbaru member card holder, 3)
Customer satisfaction affects Customer Loyalty of Pasar Buah Pekanbaru
member card holders, 4) Service Quality affects Customer Satisfaction mediated
by Customer Loyalty to the Pasar Buah Pekanbaru member card holder.
Keywords: Service Quality, Customer Satisfaction, Customer Loyalty, Member
Card Holders
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