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Sekolah Tinggi Ilmu Ekonomi Bina Karya
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Journal : Economic Development Progress

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Pengaruh Kualitas Pelayanan Dan Store Atmosphere Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Intervening Pada CV. Istana Mobil Sabilla, Ella; Siahaan, Rumiris; Cen, Cia Cai
Economic Development Progress Vol. 2 No. 2 (2023): Economic Development Progress Edisi Desember 2023
Publisher : Sekolah Tinggi Ilmu Ekonomi Bina karya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70021/edp.v2i2.95

Abstract

This study aims to determine the effect of service quality and store atmosphere on customer loyalty with satisfaction as an intervening variable at CV. Istana Mobil. The research method used is a quantitative method using the help of SPSS version 25.00. which is collected from the results of distributing questionnaires to CV customers. CV. Istana Mobil Tebing Tinggi City as many as 96 respondents. The analytical method used in this study is to use an instrument test, namely the validity and reliability test. The classical assumption test is normality test, multicolonearity test, heteroscedasticity test, multiple linear regression analysis, coefficient of determination (R2) analysis, hypothesis testing, namely T test and path analysis. The results of SPSS in this study are the Service Quality variable (X1) has an effect on the Customer Satisfaction variable (Z), the Store Atmosphere variable (X2) has no effect on the Customer Satisfaction variable (Z), the Service Quality variable (X1) has no effect on Customer Loyalty variable (Y), the Store Atmosphere variable (X2) has no effect on Customer Loyalty variable (Y), the Customer Satisfaction variable (Z) has an effect on Customer Loyalty variable (Y) and path analysis shows that Customer Satisfaction variable (Z) can mediate the relationship between Service Quality variable (X1) and Customer Loyalty variable (Y), and Customer Satisfaction variable (Z) can mediate the relationship of Store Atmosphere variable (X2) to Customer Loyalty variable (Y).
Co-Authors Abednego Ketaren Afrida, Elly Aisyah Siregar Aisyah Siregar Alwandi, Abdul Andy Wijaya Hasibuan Andy Wijaya Hasibuan Annisa Fitri, Intan Apriyani Simarmata, Lenny Arisandi, Septian Astrid Anindya, Desy Ayu Zurlaini Damanik Beny Arianata Sidabutar Bobby Hartanto Bunga Aditi Cahyadi, Willy Candrasa, Limega Chen, Christinna Dian Purnamasari Dio Wiranda Eka Mainanda Putri Erwin Nuryana Faisal Fachry Abda El Rahman Fadila, Sa'i Febri Andriyani Ferdinand Simanjuntak Fitrianingsih Fitrianingsih Gangsar Mayang Sari Gultom, Richad Habibie, Muhammad Hasibuan, Andy Wijaya Hidayat Hidayat Hutauruk, Rapat Piter Sony Imelda Mardayanti Irham Lubis Jayanti, Suci Etry Khofifah Khofifah Kumala Vera Dewi Lestari, Sri Inda M Dian Andika M Dian Andika Mangasi Sinurat Mangasi Sinurat Manurung , Carnelius Ricardo Musparina Mutiara Shauma Nalvin, Mahiya Anjani Nanda Lestari, Rizky Natasha, Nabilla Nirwana , Dilla Novi Punggahani Nursaimatussaddiya Nursaimatussaddiya , Nursaimatussaddiya Nursaimatussadiya, Nursaimatussadiya Nurul Aida Purba, Rido Purnama Sari, Dian Putri Aulia Rahayu, Fifi Raka Gymnastiar Sasmita Rakhmawati Purba Rani Puspita Rapat Piter Sony Hutauruk Rayhan, Mohammad Hafidz Rika Surianto Zalukhu Rika Zaluku Rindi Fatika Sari Rumiris Siahaan Rumiris Siahaan Rusmewahni Rusmewahni Mahwiarja Rusmewahni Rusmewahni Sabilla, Ella Sari , Dian Purnama Sari, Gansar Mayang Sari, Rani Puspita Sarwoto Sarwoto Sarwoto Sarwoto Sarwoto Sarwoto, Sarwoto Sastro Gunadi Sianturi Siahaan, Rumiris Sibuea, Nurhalimah Sihaloho, Japenton Silalahi, Alistraja Dison Sinaga, Eka Mayastika Sinaga, M. Arian L. Sinurat, Mangasi Sri Murni Sri Murni Sri Winda Hardiyanti Damanik Suci Etri Jayanti S Suginam , Suginam Suwadi Suwadi Syafrizal, Rodi Syahputra, Andry Tampubolon, Manner Tiara Arinda Yomeini Margareth S Zalukhu, Rika Surianto Zulhamdi, Mhd