Strategy Of Maintaining Customer Loyalty With Satisfaction As Intervening Variable At Coffee Shop Underpass Gresik

Utari, Woro and Sobakh, Nurus and Waras, Waras and Sirait, Melyana Arta Sari (2023) Strategy Of Maintaining Customer Loyalty With Satisfaction As Intervening Variable At Coffee Shop Underpass Gresik. Fokus Ekonomi : Jurnal Ilmiah Ekonomi, 18 (1): 2. pp. 16-36. ISSN 2549-8991

Preview	Text (Strategy Of Maintaining Customer Loyalty With Satisfaction As Intervening Variable At Coffee Shop Underpass Gresik) 781-1523-1-SM - WORO UTARI.pdf Download (662kB) | Preview
Preview	Text (Hasil Plagiarisme) Strategy Of Maintaining Customer Loyalty With Satisfaction As Intervening Variable At Coffee Shop Underpass Gresik.pdf Download (3MB) | Preview

Abstract

This study aims to examine and analyze the effect of service quality and trust on customer loyalty. The sampling technique used in this study was non-probability sampling, namely accidental sampling with a total of 100 respondents. The data analysis technique in this study uses hypothesis testing using path analysis or what is called Path Analysis with the help of the SPSS version 20 program. The type of data used in this study is questionnaire / questionnaire data. The results of this study indicate that service quality has a significant effect on satisfaction but has no significant effect on loyalty, trust has a significant effect on loyalty, and satisfaction has a significant effect on customer loyalty. However, in the indirect test, service quality has a significant indirect effect on customer loyalty through satisfaction, and trust does not directly affect customer loyalty through satisfaction.

Actions (login required)

View Item