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Cai Cen, Cia
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 Ahmad Fery Tanjung Aisyah Siregar Aisyah Siregar Alwandi, Abdul Andry Syahputra Andy Wijaya Hasibuan Andy Wijaya Hasibuan Annisa Fitri, Intan Apriyani Simarmata, Lenny Ayu Zurlaini Damanik Beny Arianata Sidabutar Bobby Hartanto Bunga Aditi Candrasa, Limega Carnelius Ricardo Manurung Christinna Chen Desy Astrid Anindya Dian Purnama Sari Dio Wiranda Dirhamsyah Eka Mainanda Putri Eka Mayastika Sinaga Erwin Nuryana Faisal Fachry Abda El Rahman Febri Andriyani Ferdinand Simanjuntak Fitrianingsih, Fitrianingsih Gangsar Mayang Sari Gansar Mayang Sari Hafiz Nurdiansyah Hidayat Hidayat Imelda Mardayanti Irham Lubis Japenton Sihaloho Khofifah Khofifah Kumala Vera Dewi Lestari, Sri Inda Liandra Khairunissa Liandra Khairunnisa M Dian Andika Mangasi Sinurat Mangasi Sinurat Mangasi Sinurat Musparina Mutiara Shauma Nabilla Natasha Nalvin, Mahiya Anjani Nanda Lestari, Rizky Nirwana , Dilla Novi Punggahani Nurhayati Nursaimatussaddiya Nursaimatussaddiya , Nursaimatussaddiya Nursaimatussadiya Nursaimatussadiya Nurul Aida Purba, Rido Purnama Sari, Dian Putri Aulia Rahayu, Fifi Raka Gymnastiar Sasmita Rakhmawati Purba Rani Puspita Rani Puspita Sari Rapat Piter Sony Hutauruk Rapat Piter Sony Hutauruk Richad Gultom Rika Surianto Zalukhu Rika Zaluku Rindi Fatika Sari Rumiris Siahaan Rumiris Siahaan Rumiris Siahaan Rusmewahni Rusmewahni Mahwiarja Rusmewahni Rusmewahni Sa'i Fadila Sabilla, Ella Sari , Dian Purnama Sarwoto Sarwoto Sarwoto Sarwoto Sarwoto, Sarwoto Sastro Gunadi Sianturi Septian Arisandi Siahaan, Rumiris Sianturi, Ronald Hasudungan Sibuea, Nurhalimah Silalahi, Alistraja Dison Sinaga, M. Arian L. Sri Murni Sri Murni Sri Winda Hardiyanti Damanik Suci Etri Jayanti S Suci Etry Jayanti Suginam , Suginam Sukamto, Ika Sumiyarsi Suwadi Suwadi Syafrizal, Rodi Tampubolon, Manner Tiara Arinda Willy Cahyadi Yomeini Margareth S Zalukhu, Rika Surianto