PENGARUH KUALITAS LAYANAN, E-FACTOR DAN KEMUDAHAN TERHADAP LOYALITAS PELANGGAN DENGAN MEDIASI KEPUASAN PELANGGAN
Abstract: This
study aims to
analyze and discuss
the effects of service quality, e-factor, and ease on loyalty
with satisfaction as the mediation.
The type of
this research is
quantitative. The sampling technique that used was purposive
sampling with sample size of 220 respondents.
Data analysis techniques
using PASW Statistics
19 software and AMOS 20. Result of the research shows that significant ffect betwen
service quality, e-factor,
and ease on
customer satisfaction,
service quality, e-factor,
and ease on
customer loyalty, customer satisfaction
on customer loyalty
and service quality,
efactor, and ease
on loyalty with
satisfaction as the
mediation in Purnabakti product
BTPN Nganjuk brach.
Penulis: KHARISMA AYU
PRABANINGTYAS, ANIK LESTARI ANDJARWATI
Kode Jurnal: jpmanajemendd140986
