Pengaruh kualitas layanan dan kepercayaan terhadap loyalitas konsumen dimediasi oleh kepuasan konsumen pada hotel bintang 5 di Semarang = Influence on service quality and trust to customer loyalty mediated by customer satisfaction at 5 star hotels in Semarang

Santoso, Kevin (2020) Pengaruh kualitas layanan dan kepercayaan terhadap loyalitas konsumen dimediasi oleh kepuasan konsumen pada hotel bintang 5 di Semarang = Influence on service quality and trust to customer loyalty mediated by customer satisfaction at 5 star hotels in Semarang. Bachelor thesis, Universitas Pelita Harapan.

	Text (Title) Title.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (3MB)
Preview	Text (Abstract) Abstract.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (289kB) | Preview
Preview	Text (ToC) ToC.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (862kB) | Preview
Preview	Text (Chapter1) Chapter1.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB) | Preview
	Text (Chapter2) Chapter2.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (2MB)
	Text (Chapter3) Chapter3.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (2MB)
	Text (Chapter4) Chapter4.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (2MB)
	Text (Chapter5) Chapter5.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (409kB)
Preview	Text (Bibliography) Bibliography.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (743kB) | Preview
	Text (Appendices) Appendices.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (776kB)

Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh kualitas layanan dan kepercayaan terhadap loyalitas konsumen yang dimediasi oleh kepuasan konsumen pada hotel berbintang 5 di Semarang. Jenis penelitian kuantitatif yang dipilih adalah metode penelitian deskriptif dengan pendekatan korelasi, yaitu suatu metode yang bertujuan penelitian yang dilakukan untuk menemukan ada tidaknya hubungandan apabila ada, seberapa eratnya hubungan serta berarti atau tidaknya hubungan tersebut. Sampel penelitian adalah pelanggan Hotel bintang 5 yang ada di kawasan Kota Semarang yang berjumlah 170 responden. Hasil penelitian ini menunjukan bahwa tidak terdapat pengaruh yang signifikan antara variabel kualitas layanan dan kepercayaan dengan loyalitas konsumen. Terdapat pengaruh yang signifikan antara variabel kualitas layanan dan kepercayaan dengan kepuasan konsumen. Terdapat pengaruh signifikan antara variabel kepuasan konsumen dengan loyalitas konsumen. / This study aims to determine the influence between service quality and trust on customer loyalty mediated by customer satisfaction at 5-star hotels in Semarang. The type of quantitative research chosen is descriptive research method with a correlation approach, which is a method that aims at research to find whether there is a relationship and if there is, how close the relationship is and the meaning or absence of the relationship. The research sample is the customers of 5 star hotels in the city of Semarang, totaling 170 respondents. The results of this study indicate that there is no significant influence between the variables of service quality and trust with consumer loyalty. There is a significant influence between the variables of service quality and trust with customer satisfaction. There is significant influence between customer satisfaction and customer loyalty.

Actions (login required)

View Item