ANALISIS PENGARUH KUALITAS LAYANAN MELALUI KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN PADA PT. TERMINAL TELUK LAMONG

RANU TRI JOHAN EFENDI, 11118002 (2020) ANALISIS PENGARUH KUALITAS LAYANAN MELALUI KEPUASAN PELANGGAN TERHADAP LOYALITAS PELANGGAN PADA PT. TERMINAL TELUK LAMONG. Masters thesis, Universitas Narotama.

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Abstract

The increasing development of Lamong Bay and the empirical results of several different studies have opened up opportunities for further studies related to service quality, customer satisfaction and loyalty. The purpose of this study was to determine the effect of service quality on customer satisfaction, service quality on customer loyalty, customer satisfaction on customer loyalty and the role of customer satisfaction as a mediation of the effect of service quality on customer loyalty in Teluk Lamong loading and unloading terminal. Design of this research was quantitative research. Samples used 229 responden. Distributed through a questionnaire and the results of the data were processed using SEM PLS version 3.0. The results showed that there was a significant effect of service quality on customer satisfaction at PT Terminal Teluk Lamong. The second result shows that there is a significant effect of service quality on customer satisfaction at PT Terminal Teluk Lamong. Likewise, the effect of customer satisfaction on customer loyalty at PT Terminal Teluk Lamong is also significant. Satisfaction is also proven to mediate the effect of service quality on customer loyalty Keywords: Service Quality, Satisfaction, Loyalty, Loading And Unloading Services, Terminal Teluk Lamong

Item Type:	Thesis (Masters)
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Fakultas Ekonomi dan Bisnis > Magister Manajemen
Depositing User:	Repository Administrator
Date Deposited:	30 Mar 2023 01:07
Last Modified:	30 Mar 2023 01:07
URI:	http://repository.narotama.ac.id/id/eprint/1499

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