ESTD PERPUSTAKAAN UNTAD
ESTD PERPUSTAKAAN UNTAD
| JudulPENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL MEDIASI PADA BERKAH COFFEE |
| Nama: MERKI NATASYA SAGITA |
| Tahun: 2023 |
| Abstrak Merki Natasya Sagita. C 202 20 028, The Effect of Service Quality on Loyalty with Customer Satisfaction as a Mediation Variable in Berkah Coffee (supervised by Adfiyani Fadjar and Ira Nuriya Santi). This study aims to determine and analyze the effect of service quality on loyalty and customer satisfaction as a mediating variable in Berkah Coffee. The population is all customers of Berkah Coffee in Palu City. This study used 100 respondents as a sample, with the sampling technique using purposive sampling. Data analysis was performed using the Partial Least Square (PLS) method using SmartPLS software. The results of the study show that (1) service quality has a significant effect on customer satisfaction in Berkah Coffee. (2) Service quality has a significant effect on customer loyalty of Berkah Coffee. (3) Customer satisfaction has a significant effect on customer loyalty in Berkah Coffee. (4) Service quality has a significant effect on customer loyalty through Berkah Coffee customer satisfaction. Keywords: Service Quality, Loyalty, Satisfaction |