Open AccessDeterminan customer satisfaction dan customer loyalty pada klinik kandungan
Author(s) -
Nevi Chania Dwi Ariyanti
Publication year - 2021
Publication title -
implementasi manajemen and kewirausahaan
Language(s) - English
Resource type - Journals
ISSN - 2776-8554
DOI - 10.38156/imka.v1i1.63
Subject(s) - loyalty business model , customer satisfaction , service quality , business , customer retention , customer delight , customer advocacy , marketing , customer equity , path analysis (statistics) , customer to customer , customer intelligence , advertising , service (business) , mathematics , statistics
This study aims to examine and analyze the effect of Physical Evidence, Trust, and E-Service Quality on Customer Loyalty through Customer Satisfaction. In this study using a quantitative approach, because research data in the form of number and analysis using statistics. Data analysis techniques to answer hypothese using path analysis. The results showed that: (1) Physical Evidence had a significant effect on Customer Satisfaction, (2) Trust had a significant effect on Customer Satisfaction, (3) E-Service Quality had a significant effect on Customer Satisfaction, (4) Physical Evidence had a significant effect on Customer Loyalty, (5) Trust has no significant effect on Customer Loyalty, (6) E-Service Quality has no significant effect on Customer Loyalty, (7) Customer Satisfaction had a significant effect on Customer Loyalty.