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Kasim, Syaifudin Suhri
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Peran Kepuasan Pelanggan Dalam Memediasi Pengaruh Komunikasi Interpersonal Dan Kualitas Layanan Terhadap Loyalitas Pelanggan Hotel Syariah Di Kota Kendari Mahdar, Mahdar; Rika Theresia Agustina; La Ode Baladin; Kasim, Syaifudin Suhri
PESHUM : Jurnal Pendidikan, Sosial dan Humaniora Vol. 4 No. 2: Februari 2025
Publisher : CV. Ulil Albab Corp

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56799/peshum.v4i2.7916

Abstract

This study was conducted to determine the effect of interpersonal communication and service quality on customer loyalty mediated by customer satisfaction. The type of research conducted is quantitative research. The sample of the study was 50 customers of Hotel Zahra Syariah Kendari. The method of data collection using a questionnaire and processed using the Partial Least Square (PLS) analysis tool. The results of the study concluded that interpersonal communication has a positive and significant effect on customer satisfaction, service quality has a positive and significant effect on customer satisfaction, interpersonal communication has a negative and insignificant effect on customer loyalty, service quality has a positive and significant effect on customer satisfaction, service quality has a positive and significant effect on customer loyalty, customer satisfaction does not mediate the relationship between interpersonal communication and customer loyalty and customer satisfaction mediates a positive and significant relationship on customer loyalty.
Co-Authors Atmaja, Ratih Feraritra Danu Atoy, Lena Bakri Yusuf, Bakri Dewi Anggraini EKO WAHYU PRASETYO Faturrahman, Teguh Hado, Hado Hasan jamaluddin hos Juhaepa La Ode Baladin Mahdar, Mahdar Muhamad Faza Almaliki Mutalib, Mutalib Patta Hindi Asis Peribadi Petrus Putri, Santri Tri Rachman, Ranno Marlany Ratna Supiyah, Ratna Ray, Kasman Rika Theresia Agustina Risma Risma, Risma Risna Risna, Risna rofiqoh rofiqoh Rosnah, Rosnah Satyadharma, Maudhy Silondae, Tina Trisarana Andriani Syukur Bau, Abdul Tanzil Teguh Fathurrahman, Teguh Tuwu, Darmin