Open AccessTHE EFFECT OF REPUTATION AND COMPETENCE ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION
Author(s) -
Ari Dwi Astono,
Widji Astuti,
Harianto Respati
Publication year - 2020
Publication title -
international journal of business and applied social science
Language(s) - English
Resource type - Journals
ISSN - 2469-6501
DOI - 10.33642/ijbass.v6n5p6
Subject(s) - customer satisfaction , loyalty business model , business , marketing , nonprobability sampling , variables , service quality , reputation , intervening variable , population , loyalty , regression analysis , psychology , advertising , mathematics , statistics , service (business) , sociology , social science , demography
This study aims to analyze the effect of reputation, competence on customer loyalty with customer satisfaction as an intervening variable. The population in this study were students of private tertiary institutions in Central Java who are members of Services for Higher Education Institutions Region VI, while a sample of 5 private universities, using the purposive sampling method, was taken with the Slovin formula of 190 respondents. The analysis technique uses regression analysis. Research results show the customer satisfaction variable can be an intervening variable or able to mediate between the direct influence of the reputation variable and the competency variable on customer loyalty variables.