PERAN KEPUASAN PELANGGAN DALAM MEMEDIASI PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN (STUDI KASUS : USAHA EKSPEDISI TIKI DI KOTA DENPASAR)
ABSTRACT: The purpose of this
study was to clarify the effect of service quality on customer loyalty mediated
by customer satisfaction. The research was conducted on consumers who have been
using the services Tiki expedition in the last year who live in the city of
Denpasar. The method used to determine the sample is non-probability is
purposive sampling with a sample size of 100 respondents. Data was collected by
questionnaire directly spread in the city of Denpasar. The data analysis
technique used is the confirmatory factor analysis, path analysis (path
analysis) and Sobel test. The results showed that the quality of service, customer
satisfaction and customer loyalty and significant positive effect on the
decision to use Tiki expedition services in the city of Denpasar.
Kata Kunci: kualitas layanan,
kepuasan pelanggan, loyalitas pelanggan penggunaan jasa ekspedisi
Penulis: Marcellus Ivan Novandy,
Ni Made Rastini
Kode Jurnal: jpmanajemendd180028
