Samudra, Tegar Dammandtyo (2024) Analisis Pengaruh Kualitas Pelayanan, Harga, dan Kualitas Produk Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Sebagai Variabel Intervening Pada Jasa Cuci Sepatu Shoessimple.id di Kabupaten Sidoarjo. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
This study aims to analyze the effect of service quality, price, and product quality on customer loyalty through customer satisfaction as an intervening variable at Shoessimple.id Shoe Washing Services in Sidoarjo Regency. The survey method was carried out by distributing questionnaires to a sample of customers who had used the Shoessimple.id Shoe Washing Service service. The collected data were analyzed using path analysis techniques to test the relationship between the variables proposed in the model. The results of this study indicate that service quality, price, and product quality significantly affect customer satisfaction. In addition, customer satisfaction also acts as a significant intervening variable to mediate the relationship between service quality, price, and product quality with customer loyalty. In this study, it has tcount> ttable, with a ttable value of 1.652. The managerial implications of these findings provide a better understanding of the factors that can increase customer loyalty in the shoe washing service industry, as well as provide a blend for the management of Shoessimple.id Shoe Washing Services in improving the quality of their services. Keywords: Service Quality, Price, Product Quality, Customer Satisfaction, Customer Loyalty
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HF Commerce > HF5001 Business. Business Administration | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||
| Depositing User: | Dammandtyo Tegar Samudra | ||||||||
| Date Deposited: | 27 May 2024 07:08 | ||||||||
| Last Modified: | 27 May 2024 07:08 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/23018 |
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