12/31/2022 0 Comments Kepuasan pelanggan pdf![]() ![]() ![]() On the other hand, experiential marketing and service quality do not affect trust. On the one hand, customer satisfaction has become the best mediating variable to strengthen the impact of experiential marketing and service quality toward customer loyalty. The results of this research indicate that there is a positive impact in experiential marketing and service quality toward customer loyalty with customer satisfaction and trust as mediation variables. There are 6 hypotheses in this research, 4 of which are proven true. As this research model has passed 11 goodness of fit test indicators, this model has been proven consistent to the empirical data. The data was collected by distributing 233 questionnaires to the residents around the area of the mall. The objective of this research is to examine the impact of experiential marketing and service quality toward MKG’s customer loyalty with customer satisfaction and trust as mediation variables. One of the shopping malls that has existed for a long time and still thrives in Jakarta is Mal Kelapa Gading (MKG). Keywords : service quality, customer satisfaction and customer loyalty.Nowadays, shopping malls growth are extremely high in Jakarta area. The implications of service quality to loyalty is 86,1% and very high where the remaining 13,9 % influenced by other factors. Total influence of tangible variables on customer satisfaction is 19%, empathy is 24.31%, responsiveness is 16,88%, reliability is 12,51% and assurance is 7,07%. The influence factors of service quality on customer satisfaction are 79,7% and very high where the remaining 20,3% influenced by other factors. These results indicate that the variable tangible, empathy and customer satisfaction are at fairly high category, variable responsiveness, reliability and customer loyalty at the high category and variable assurance is at the low category. The object of research in this thesis is Green Café & Resto Bandung and the subject of this study is its customers which consists of 110 people.Īnd the method of this research is hypothesis testing with path analysis. The purpose of this research is to determine and to overview the influence factors of service quality to customer satisfaction and its implications for customer loyalty. ![]() Service quality, customer satisfaction, customer loyalty Abstract ![]()
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