PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN SEBAGAI VARIABEL INTERVENING PADA PENGGUNA JASA TRANSPORTASI PO. SAFA MARWA SUNGAI PENUH

Iil Osta Putra, Eliyusnadi, Awal Khairi

Abstract

The Influence of Service Quality on Customer Loyalty through Satisfaction as an Intervening Variable for Po Transportation Service Users.SafaMarwa Sungai Penuh. With the Formulation of the Problem Does service quality have a significant effect on customer loyalty through customer satisfaction in Po transportation service business. SafaMarwa either partially or simultaneously. The purpose of this study was to see the effect of significant influence on customer loyalty through customer satisfaction in the transportation service business. SafaMarwa. This research uses a quantitative approach, where the research method is to use path analysis and multiple linear regression analysis. From the results of research using this method it is known that Service Quality and Satisfaction both have a positive and significant effect on Customer Loyalty with the respective tcount of 3.084 and 1.241 which are greater than the label. And the Indirect Effect of Service Quality on Customer Loyalty through Satisfaction is evidenced by the results of the sobel test 0.246 <1.96.