Open AccessPENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS KONSUMEN YANG DIMEDIASI OLEH KEPUASAN KONSUMEN
Author(s) -
Regata,
Ni Made Wulandari Kusumadewi
Publication year - 2018
Publication title -
e-jurnal manajemen
Language(s) - English
Resource type - Journals
ISSN - 2302-8912
DOI - 10.24843/ejmunud.2019.v08.i03.p10
Subject(s) - nonprobability sampling , service quality , sobel test , loyalty business model , customer satisfaction , business , advertising , path analysis (statistics) , population , loyalty , marketing , service (business) , consumer satisfaction , business administration , mathematics , medicine , statistics , environmental health
The purpose of this study is to determine the effect of service quality on customer loyalty mediated by consumer satisfaction. This research was conducted at PT Pos Indonesia company in Denpasar City. Total population taken as many as 100 respondents, using non-probability sampling method with purposive sampling technique. The data were collected through questionnaires and interviews. The analysis technique used is path analysis and test of sobel. Based on the results of the analysis found that the quality of service mediated consumer satisfaction has a positive effect on consumer loyalty. Quality of service partially significant effect on customer satisfaction. Quality of service have a positive and significant impact on consumer loyalty, meaning that if there is a change in the quality of service then the loyalty of consumers will also experience changes. Consumer satisfaction also partially significant effect on consumer loyalty.
Keywords: Quality of Service, Consumer Satisfaction, Consumer Loyalty