Determinan customer satisfaction dan customer loyalty pada klinik kandungan | Zendy

Nevi Chania Dwi Ariyanti | Zendy

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Determinan 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.

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