ALGAE, GISTYAMI VEGA WIRANTI (2020) PENGARUH KUALITAS PELAYANAN DAN PERSEPSI HARGA TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN FRESH REFLXOLOGY MALL CITY OF TOMORROW SURABAYA. Diploma thesis, STIE MAHARDHIKA.
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Abstract
This study is entitled The Effect of Service Quality and Price Perception on Customer Loyalty through Customer Satisfaction at City of Tomorrow Surabaya's Fresh Reflexology which aims to find out the independent variables of service quality and price perception either directly or through satisfaction with customer loyalty of Fresh Reflexology. This research is a quantitative descriptive study with an infinite population, the sample is taken using Roscoe's theory 10 x the number of variables so that the sample in this study is 40 respondents. Instrument analysis is validity and reliability, classic assumption test and hypothesis testing using normality test, path analysis, T test and sobel test. The results showed that: (1) service quality affected customer satisfaction Fresh Reflexology Mall City of Tomorrow Surabaya with t count> t table 3.607> 0.6871) and the probability value of significance (0.001 <0.05). (2) the quality of price perception influences customer satisfaction of Fresh Reflexology Mall City of Tomorrow Surabaya with t count > t table (2.159> 0.6871) and the probability value of significance (0.037 <0.05). (3) customer satisfaction influences customer loyalty of Fresh Reflexology Mall City of Tomorrow Surabaya with t count > t table (2.302> 0.6871) and the probability value of significance (0.027 <0.05). (4) service quality has a significant effect on customer loyalty of Fresh Reflexology Mall City of Tomorrow Surabaya with t count > t table (15.158> 0.6871) and the probability value of significance (0.000 <0.05). (5) price perception has no significant effect on customer loyalty of Fresh Reflexology Mall City of Tomorrow Surabaya with t count < t table (-0.122 <0.6871) and significance probability value (0.903> 0.05). (6) service quality has a significant effect on customer loyalty Fresh Reflexology Mall City of Tomorrow Surabaya through customer satisfaction with a mediating coefficient value for the variable service quality positive value of 0.110565 with t count = 16.37 is greater than t table and the significance level of 0.05 is equal to 1.96. (7) price perception has a significant effect on customer loyalty Fresh Reflexology Mall City of Tomorrow Surabaya through customer satisfaction with the mediation coefficient value for the positive value perception variable of 0.114036 with t count = 14.92 is greater than t table and the significance level of 0.05 is 1.96.
| Item Type: | Thesis (Diploma) |
|---|---|
| Uncontrolled Keywords: | Service Quality, Price Perception, Customer Satisfaction, Customer Loyalty. |
| Subjects: | Manajemen |
| Divisions: | S1 Manajemen |
| Depositing User: | Unnamed user with email lib.stiemahardhika@gmail.com |
| Date Deposited: | 12 Mar 2020 03:32 |
| Last Modified: | 10 Jan 2023 06:57 |
| URI: | http://repository.stiemahardhika.ac.id/id/eprint/1499 |
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