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kasnowo, kasnowo
Fakultas Ekonomi Universitas Islam Majapahit
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Journal : Indo-Fintech Intellectuals: Journal of Economics and Business

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Pengaruh Kualitas Pelayanan dan Kepercayaan Konsumen Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Sebagai Variabel Intervening (Studi Kasus pada Konsumen Rinni Mekeup Gondang) Siti Zahrotul Mufidah; Imam Baidlowi; Kasnowo Kasnowo
Indo-Fintech Intellectuals: Journal of Economics and Business Vol. 3 No. 2 (2023): Indo-Fintech Intellectuals: Journal of Economics and Business
Publisher : Lembaga Intelektual Muda (LIM) Maluku

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54373/ifijeb.v3i2.178

Abstract

This study aims to analyze the Effect of Service Quality and Consumer Trust on Customer Loyalty through Customer Satisfaction as an Intervening Variablel. In this study using quantitative data. The method used in data collection is to use questionnaires measured by Likert scale. The sampling technique in this study uses non-probability sampling techniques with a sample of 100 respondents. In this data processing using SmartPLS. The results showed that there is a positive influence of service quality on customer loyalty, there is a positive influence of consumer trust on customer loyalty, there is a positive influence of service quality on customer satisfaction, there is a positive influence of consumer trust on customer satisfaction, there is a positive influence of customer satisfaction on customer loyalty, Service quality hasnot an influence on customer loyalty through customer satisfaction as an intervening variable, consumer trust has an influence on customer loyalty through customer satisfaction as an intervening variable
Co-Authors Ahsan Sumantika Alfina Indar Rohmawati Alkaf Hidayat, Syahri Amila Qurniyati Anindita Imam Basri Anisa Wijaya Putri Anita Bella Susilowati Azimatul Khabibah Azizah Apriliani Tri Kartikadewi Bahril Ilmiddaviq, Muhammad Baidlowi, Imam Budiarjo, Mokhammad Satrio Dewi Rahmawati DEWI RAHMAWATI Diana Rosa Amanda Dwihandoko, Toto Heru Efa Irdhayanti Elfa Rosyidah Fajar Hamid Alwi Hari Setiono Hari Setiono, Hari Hidayat, M. Syamsul Ilmidaviq, Muhammad Bahril Imam Baidlowi Baidlowi Indira Purwita Sari Indriswari, Tiyas Kelfin Luqi Anto Khairunnisa Khairunnisa M. Syamsul Hidayat M. Syamsul Hidayat Mohammad Arif Saifudin Muhammad Novian Adi Permana Murti Sumarni Mutiara Novia Yuanti Nabilah Nova Purnamasari Nersiwad Nersiwad, Nersiwad Ningrum, Ajeng Puspa Nur Ainiyah Nur Ainiyah Putri, Angelia Maysa Rahayu Rahayu Ramadan Gibrihi Ramadan, Bryan Rini Armin Rini Armin Rochmadona, Arum Rofida Wijayantiningsih Rosyidah, Elfa Rudy Irwansyah Ryan Bagus Priadi Septifana Rosiani Setyariningsih, Eny Shandy Darma Pramulia Siti Zahrotul Mufidah Syamsul Hidayat, Mohamad Tatas Ridho Nugroho Teguh Sugiharto Vyka Ahsanta Salsabila Wahyu Apiyanto, Muhammad Yohanes Jibrail Mado