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All Journal IJEBD (International Journal Of Entrepreneurship And Business Development) CIVICUS : Pendidikan-Penelitian-Pengabdian Pendidikan Pancasila dan Kewarganegaraan PRIVE: Jurnal Riset Akuntansi dan Keuangan Media Mahardhika CERMIN: Jurnal Penelitian MEDIA MANAJEMEN JASA Bisman (Bisnis dan Manajemen): The Journal of Business and Management INVEST : Jurnal Inovasi Bisnis dan Akuntansi Jurnal Pengabdian Masyarakat : Pemberdayaan, Inovasi dan Perubahan Journal of Trends Economics and Accounting Research Journal of Innovation Research and Knowledge Jurnal Bisnis, Manajemen, dan Akuntansi Safari : Jurnal Pengabdian Masyarakat Indonesia Jurnal Nusantara Berbakti Faedah: Jurnal Hasil Kegiatan Pengabdian Masyarakat Indonesia PRAGMATIS Jurnal Manajemen dan Bisnis
Kridaningsih, Anna
Fakultas Ekonomi,Universitas Mayjen Sungkono Mojokerto
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mechanical Engineering Public Health Social Sciences Other

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Journal : Journal of Innovation Research and Knowledge

 1 
PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS KONSUMEN MELALUI KEPUASAN KONSUMEN SEBAGAI VARIABEL INTERVENING PADA MAJAPAHIT TOUR AND TRAVEL MOJOKERTO Nanang Andhiyan Mergining Mei; Anna Kridaningsih; Wahyu Adhafiya; Berlina Putri Rifai
Journal of Innovation Research and Knowledge Vol. 4 No. 7: Desember 2024
Publisher : Bajang Institute

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Abstract

The high number of domestic (domestic) tourists increases competition between travel entrepreneurs in providing satisfaction to consumers. Satisfied consumers will recommend to others. This is what is called loyalty. Between service quality, customer satisfaction and loyalty are a series. From this explanation, this research was carried out which aims to test and prove the influence of service quality on consumer loyalty through consumer satisfaction at Majapahit Tour & Travel Mojokerto.There are 3 variables, namely service quality variables, consumer satisfaction and consumer loyalty. Data processing uses SmartPLS 4.1. The results of the hypothesis test showed that there is an influence of service quality on consumer satisfaction (P values 0.000 < 0.05), there is an influence of service quality on consumer loyalty (P values 0.001 < 0.05), there is an influence of consumer satisfaction on consumer loyalty (P values 0.015 < 0.05) , and a significant influence of service quality on consumer loyalty through consumer satisfaction (P value 0.011 < 0.05). From the adjusted R square value, it is known that the influence of service quality on consumer satisfaction is 68.3%, the influence of service quality and satisfaction on consumer loyalty is 79.5%.
Co-Authors Agus Sunaryo Alent Yoshe Kristanto Andhiyan Mergining Mei, Nanang Anta Salam, Muhammad Khairil Ashriana, Ahfi Nova Berlina Putri Rifai Devi Iriandha Widyastuti Devy Silvia Rahmawati Elis Anita Farida Elly Joenarni Elly Joenarni Elok Cahyaning Pratiwi Elsa Sofhia Febrianti Fajar Budiyanto, Fajar Febro Ikbal Tri Harianto Firman Aldian Manan Ghozali Ghozali Ghozali Ghozali Ghozali Ghozali Indah Nabila Nur Fadhila Joenarni, Elly Kiki Lukiyan Nanda Sari Lucki Ariansah Lutfi Nur Fatoni Mahardika Permana, Thomas Mochamad Irfan Muchammad Futuchal Arifin Mukhammad Dahril Kamal nanang andhiyan Mergining Mei Nanang Andhiyan Mergining Mei Nazaretha Nazaretha Negoro, Anis Sirojuddin Suryo Nizar Hafidz Asigaf Nuraeni, Eny Nurwarda Zakia Putri Nur Kumala Sari Rachmawati, Eny Rakananda Aji Putra Ratna Agustina Ratna Agustina Ria Dini Apriliasari Ridha, Mokhammad Rika Widyasari Rinda Ayu Lestari Rizkawati, Nindya Rudi Tri Hermawan Sabani, Nurus Sandi Pratama Anada Putri Sholeh, Rachmad Siti Nur Fadilah Ulfa Rahmawati Wahyu Adhafiya Yusuf Rahman Al Hakim Zenita Afifah Fitriani