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Kurniati Kurniati
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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 A. Adillah Zahiyah Djaka Abdul Rahman R Affandi Harlanda Baros Afi Rahmat Slamet Ahmad Faidillah Ahmad Faisal Ahsan Putra Hafiz Ali Zaenal Abidin Hasan Ambok Pangiuk Anak Agung Gede Sugianthara Andi Eril Andi Maharani Erwin Andi Muh Reza Caecar Arfan Andi Muhammad Aflah Andi Silva Quadsajul Andi Tenri Wale Anjas Saputra Annisa J Asiani Abu Aura Lika Cahyani Andi Sufarid Dela Aprilia Desi Lauran Tinni Deviana Cantika Dewi Sartika Syam Dian Amelia Sari Ernawati Ernawati Erwin Permana Esha Kurnia Roustantia Faathir Janwar Fahrial S Fanti Rahmania Ramli Fauzan Montanah Ferdiansa Putra Fiantika Armanda Halisatul Muslimah Hayyul H Husairi Husairi Inul Katika Putri izzah, lathifatul Khusnul Khatimah Kiki Amaliah Linda Oktaviana Lira Sopi Ema M. Rayhan Idil Fitrah A M. Yulianto Listiawan Mahaputra Dwi S MIFTAHUL JANNAH Misyrah Ahmadi Moh Alvin Kamal Mubarak Mubarak Muh Alfaridzi Ramli Muh Alghifari Muh Fadhil Amir Muh Fadly Multazam Muh Rizky Alamsyah Muh. Aqsho Che Athoriq. R Muh. Irham Muh. Mulyadi Muhaemina Muhaemina Muhammad Ali Afsar Muhammad Imam Sejati Muhammad Mulyadi Muhammad Naufal Marifat Muhammad Naufal Ma’rifat Musyfikah Ilyas Nadya Quwwatun Rabbaniah Najwa Fakhira Hisbuddin Nirmalasari Nirmalasari Nur Ahmad Al Fai’q Nur Aisyah Nur Azizah NUR FADILLAH Nur Padila Nur Ramadhani Nur Resky Aulia Nur syamsi Nurfadillah Nurfadillah Nurul Al-fatihah Rahman Nurul Azisah Syahrani Haris Nurul Hanifa Azzahra Nurul Rezkyani S Nurul Safitri Octa Vera Raisya Aurora A Rangga Mahesa Rihan Dwi Putri Rini Nur Amaliah Riska Amalia Ramadani Riska Amalia Ramadhani Rogayah Rogayah Rosalinda Rosalinda Safitri Aulia Zalsalnabila Salsa Luthfiah Rezki Salwa Selly Pitia Selpiani Selpiani Serlika Aprita Shadiqah Tirza Tsamarah Siti Rahmaayu Dwi Permatasari Soeparmono soeparmono Suatang Suatang Syafdillah Sastri Syam Syamsinar Bahar Syekh Alfath Syukri Syukri Tiara Tiara Vyna Mar’atul Muflichah Widarko, Agus Wiwin Alawiyah Yulia Febrianti Yusriansyah Yusriansyah Zahira Gefira