đ
01 June 2023
DOI: 10.34152/fe.18.1.16-36
STRATEGY OF MAINTAINING CUSTOMER LOYALTY WITH SATISFACTION AS INTERVENING VARIABLE AT COFFEE SHOP UNDERPASS GRESIK
Fokus Ekonomi : Jurnal Ilmiah Ekonomi
Sekolah Tinggi Ilmu Ekonomi Pelita Nusantara
đ Abstract
This study aims to examine and analyze the effect of service quality and trust on customer loyalty. The sampling technique used in this study was non-probability sampling, namely accidental sampling with a total of 100 respondents. The data analysis technique in this study uses hypothesis testing using path analysis or what is called Path Analysis with the help of the SPSS version 20 program. The type of data used in this study is questionnaire / questionnaire data. The results of this study indicate that service quality has a significant effect on satisfaction but has no significant effect on loyalty, trust has a significant effect on loyalty, and satisfaction has a significant effect on customer loyalty. However, in the indirect test, service quality has a significant indirect effect on customer loyalty through satisfaction, and trust does not directly affect customer loyalty through satisfaction.
đ Keywords
#Service Quality; Trust; Customer Loyalty; Satisfaction
âšī¸ Informasi Publikasi
Tanggal Publikasi
01 June 2023
Volume / Nomor / Tahun
Volume 18, Nomor 1, Tahun 2023
đ HOW TO CITE
Utari, Woro; Sobakh, Nurus; Waras, Waras; Sari Sirait, Melyana Arta, "STRATEGY OF MAINTAINING CUSTOMER LOYALTY WITH SATISFACTION AS INTERVENING VARIABLE AT COFFEE SHOP UNDERPASS GRESIK," Fokus Ekonomi : Jurnal Ilmiah Ekonomi, vol. 18, no. 1, Jun. 2023.
ACM
ACS
APA
ABNT
Chicago
Harvard
IEEE
MLA
Turabian
Vancouver
Download Citation
0
Sitasi
Cek Google Scholar