CD Tesis

Analisis Pengaruh Kualitas Pelayanan Dan Kepuasan Terhadap Kepercayaan Serta Loyalitas Konsumen Pada Pt. Garuda Indonesia Tbk. Cabang Pekanbaru

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Research conducted entitled Analysis of the Effect of Service Quality and Satisfaction on Trust and Consumer Loyalty at PT. Garuda Indonesia Tbk. Pekanbaru Branch. The purpose of this research is to empirically analyze the influence of service quality on consumer trust, to analyze empirically there is an effect on satisfaction with consumer trust, influence on service quality on consumer loyalty, influence on satisfaction with consumer loyalty, influence on trust on consumer loyalty, to analyze Empirically there is the influence of Service Quality on Consumer Loyalty through Trust, and to analyze empirically there is the influence of Satisfaction on Consumer Loyalty through Trust. The population is all consumers of PT. Garuda Indonesia Tbk Pekanbaru Branch with the sample in this study were 100 research respondents. Data analysis techniques using Partial Least Square (PLS) using SmartPLS V.3.
The results showed: (1) satisfaction has no effect on trust. (2) the quality of service affects loyalty. (3) satisfaction affects loyalty. (4) that trust influences loyalty. (5) service quality influences loyalty through trust. (6) satisfaction does not affect loyalty through trust.
Keywords: Service Quality, Satisfaction, Trust, Loyalty

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 03. 220 (0079)

Penerbit

Pekanbaru : Universitas Riau – Pascasarjana – Tesis Manajemen., 2020

Deskripsi Fisik

vi, 91 hlm,; ill.: 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 03. 220 (0079)

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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