Azmi, Ulul (2025) Analisis Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan dengan Metode Partial Least Square di PT. Andromeda Atria Wisata. Undergraduate thesis, UPN Veteran Jawa Timur.
![[img]](https://repository.upnjatim.ac.id/style/images/fileicons/text.png) |
Text (Cover)
21032010047-cover.pdf Download (857kB) |
|
Text (Bab 1)
21032010047-bab1.pdf Download (181kB) |
|
Text (Bab 2)
21032010047-bab2.pdf Restricted to Repository staff only until 12 March 2027. Download (380kB) |
|
Text (Bab 3)
21032010047-bab3.pdf Restricted to Repository staff only until 12 March 2027. Download (230kB) |
|
Text (Bab 4)
21032010047-bab4.pdf Restricted to Repository staff only until 12 March 2027. Download (539kB) |
|
Text (Bab 5)
21032010047-bab5.pdf Download (11kB) |
|
Text (Daftar Pustaka)
21032010047-daftarpustaka.pdf Download (159kB) |
|
Text (Lampiran)
21032010047-lampiran.pdf Restricted to Repository staff only until 12 March 2027. Download (934kB) |
Abstract
Competition in the travel industry is increasingly intense, so companies must continue to improve service quality to meet customer expectations and strengthen their commitment. This study aims to evaluate the impact of service quality on customer loyalty through customer satisfaction at PT. Andromeda Atria Wisata by applying the Partial Least Squares-Structural Equation Modeling (PLS-SEM) method. This study involved 92 customers and tested the effect of five dimensions of service quality on loyalty through customer satisfaction. Based on the analysis obtained, it indicates that physical evidence, reliability, responsiveness, and assurance have a significant effect on customer satisfaction, while empathy does not have a significant effect. In addition, customer satisfaction is proven to have a significant effect on customer loyalty. In the analysis of indirect effects, it was found that physical evidence, responsiveness, and assurance significantly affect customer loyalty through customer satisfaction, while reliability and empathy do not show a significant effect. These results provide practical understanding for companies to formulate strategies to improve service quality to maintain and increase customer loyalty in the face of increasingly fierce competition.
| Item Type: | Thesis (Undergraduate) | ||||||||
|---|---|---|---|---|---|---|---|---|---|
| Contributors: |
|
||||||||
| Subjects: | T Technology > T Technology (General) > T55.4-60.8 Industrial engineering. Management engineering | ||||||||
| Divisions: | Faculty of Engineering > Departement of Industrial Engineering | ||||||||
| Depositing User: | Ulul Azmi | ||||||||
| Date Deposited: | 13 Mar 2025 02:24 | ||||||||
| Last Modified: | 07 May 2025 05:09 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/35514 |
Actions (login required)
 |
View Item |