JURNAL LENTERA BISNIS
Vol. 13 No. 1 (2024): JURNAL LENTERA BISNIS, Januari 2024

PENGARUH KUALITAS PELAYANAN DAN PERSEPSI HARGA TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING

Riko Levita Arnas (Universitas Muhammadiyah Surakarta)
Wiyadi Wiyadi (Universitas Muhammadiyah Surakarta)



Article Info

Publish Date
22 Jan 2024

Abstract

The purpose of this study was to analyze the effect of service quality and price perceptions on customer loyalty with customer satisfaction as an intervening variable. This research method is quantitative. The population in this study were all people who had used Rahayu Tour Travel services. The sample of this study was 140 respondents. This sampling technique uses purposive sampling. The data used in this research is primary data. The data analysis technique used in this research is descriptive analysis and Structural Equation Model (SEM) analysis with Smart Partial Least Square (PLS). The results of this study are that Service Quality and Price Perception have a positive and significant effect on Customer Loyalty. Service Quality and Price Perception have a positive and significant influence on Customer Satisfaction. Customer Satisfaction and Service Quality have a positive and significant influence on Customer Loyalty. Price Perception has a positive and significant influence on Customer Loyalty through Customer Satisfaction as a mediating variable. Keywords: Service Quality, Price Perception, Customer Loyalty, Customer Satisfaction

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Journal Info

Abbrev

jrlab

Publisher

Subject

Economics, Econometrics & Finance Social Sciences

Description

Jurnal Lentera Bisnis (ISSN 2252-9993, e-ISSN 2598-618X) ini merupakan jurnal ilmiah berkala yang terbit berdasarkan kaidah jurnal ilmiah ditujukan untuk mempublikasikan karya ilmiah hasil penelitian, pengembangan dan studi pustaka di bidang ilmu administrasi bisnis meliputi peminatan ilmu bisnis. ...