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All Journal Jurnal Diskursus Islam Berkala Ilmu Kesehatan Kulit dan Kelamin Journal Of English Language and Education Jurnal Media Agribisnis (MeA) Globish: An English-Indonesian Journal for English, Education, and Culture Jurnal Neraca: Jurnal Pendidikan dan Ilmu Ekonomi Akuntansi WAJAH HUKUM Dialogia: Jurnal Studi Islam dan Sosial Al-Ahkam : Jurnal Hukum Pidana Islam TASAMUH: Jurnal Studi Islam Jurnal Litigasi Amsir Home Ec E-JRM Seminar Nasional Hasil Penelitian LP2M UNM Deposisi: Jurnal Publikasi Ilmu Hukum Birokrasi: Jurnal Ilmu Hukum dan Tata Negara Maeswara: Jurnal Riset Ilmu Manajemen dan Kewirausahaan Eksekusi: Jurnal Ilmu Hukum dan Administrasi Negara Aladalah: Jurnal Politik, Sosial, Hukum dan Humaniora Mandub: Jurnal Politik, Sosial, Hukum dan Humaniora Menawan : Jurnal Riset dan Publikasi Ilmu Ekonomi Jurnal Budi Pekerti Agama Islam Sosial Simbiosis: Jurnal Integrasi Ilmu Sosial dan Politik Jurnal Ilmiah Nusantara Akhlak: Jurnal Pendidikan Agama Islam Dan Filsafat
Kurniati Kurniati
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Religion Arts Humanities Chemistry Computer Science & IT Decision Sciences, Operations Research & Management Dentistry Economics, Econometrics & Finance Education Energy Engineering Environmental Science Immunology & microbiology Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Materials Science & Nanotechnology Mathematics Medicine & Pharmacology Public Health Social Sciences Other

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Journal : E-JRM

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PENGARUH KUALITAS PELYANAN TERHADAP LOYALITAS DAN KEPUASAN KONSUMEN SEBAGAI VARIABEL INTERVENING DALAM MENGGUNAKAN JASA TRANSPORTASI BUS “ PO.TITIAN MAS “ (Studi kasus Pada Mahasiswa Bima,Dompu Universitas Islam Malang) Kurniati Kurniati; Agus Widarko; Afi Rahmat Slamet
E-JRM : Elektronik Jurnal Riset Manajemen eJrm Vol. 09 No. 12 Februari 2020
Publisher : UNIVERSITAS ISLAM MALANG

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Abstract

AbstractThe purpose of this study was to determine the quality of service directly affect Loyalty in using bus transportation services "PO.TITIAN MAS". To find out the quality of service has a direct effect on Consumer Satisfaction in using bus transportation services "PO TITIAN MAS". To know customer satisfaction has a direct effect on loyalty in using bus transportation services "PO.TITIAN MAS". To find out the quality of service indirect effect on loyalty through customer satisfaction as an intervening variable in using bus transportation services "PO. TITIAN MAS ".This type of research uses explanatory research, this research was conducted on customers of Bus Po.Titian Mas. The population in this study were students of Bima, Dompu who studied at Islamic University of Malang in October to November 2019 with 818 customers. this study amounted to 89 respondents with purposive sampling technique.The results of this study indicate that Service Quality directly has a positive and significant effect on Consumer Satisfaction in using the transportation services of Bus Po.Titian Mas. Service Quality directly has a positive and significant effect on Loyalty in using the services of Po.Titian Mas Bus transportation. Consumer Satisfaction directly positive and significant effect on loyalty in using Bus Po.Titian Mas transportation services. Service quality indirectly affects Loyalty with customer satisfaction as an intervening variable in using Po.Titian Mas Bus transportation services. Keywords: Service Quality, Loyalty, Consumer Satisfaction  
Co-Authors Abdul Rahman R Affandi Harlanda Baros Afi Rahmat Slamet Ahmad Faidillah Ahmad Faisal Ahsan Putra Hafiz Akhmad Syahid Ali Zaenal Abidin Hasan Ambok Pangiuk Anak Agung Gede Sugianthara Andi Maharani Erwin Andi Muh Reza Caecar Arfan Andi Muhammad Aflah Andi Silva Quadsajul Andi Tenri Wale Anjas Saputra Arief Halim Asiani Abu Aura Lika Cahyani Andi Sufarid Desi Lauran Tinni Deviana Cantika Dian Amelia Sari Ernawati Ernawati Erwin Permana Esha Kurnia Roustantia Faathir Janwar Fahrial S Fauzan Montanah Ferdiansa Putra Fiantika Armanda Halisatul Muslimah Husairi Husairi izzah, lathifatul Kiki Amaliah Linda Oktaviana Lira Sopi Ema M. Rayhan Idil Fitrah A M. Yulianto Listiawan MIFTAHUL JANNAH Misyrah Ahmadi Mubarak Mubarak Muh Alfaridzi Ramli Muh Alghifari Muh Rizky Alamsyah Muh. Aqsho Che Athoriq. R Muh. Irham Muhammad Ali Afsar Muhammad Imam Sejati Muhammad Mulyadi Muhammad Naufal Ma’rifat Musyfikah Ilyas Najwa Fakhira Hisbuddin Nur Ahmad Al Fai’q NUR FADILLAH Nur Ramadhani Nur Resky Aulia Nur syamsi Nur Taufiq Sanusi Nurfadillah Nurfadillah Nurul Al-fatihah Rahman Nurul Azisah Syahrani Haris Nurul Rezkyani S Nurul Safitri Octa Vera Raisya Aurora A Rangga Mahesa Rihan Dwi Putri Riska Amalia Ramadani Rogayah Rogayah Rosalinda Rosalinda Safitri Aulia Zalsalnabila Salim Basalamah Salsa Luthfiah Rezki Salwa Selly Pitia Selpiani Selpiani Serlika Aprita Siti Rahmaayu Dwi Permatasari Soeparmono soeparmono Suatang Suatang Syafdillah Sastri Syam Syamsinar Bahar Syukri Syukri Try Sa’adurrahman HM. Kafrawi Widarko, Agus Wiwin Alawiyah Yulia Febrianti Zahira Gefira