Syapriani, Sintia Ayu (2020) Pengaruh Kualitas Pelayanan Dan Harga Terhadap Loyalitas Pelanggan Dengan Kepuasan Tamu Sebagai Variabel Intervening (Studi Kasus Di Madani Hotel Medan). Masters thesis, Universitas Islam Negeri Sumatera Utara.
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PENGARUH KUALITAS PELAYANAN DAN HARGA TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN TAMU SEBAGAI VARIABEL INTERVENING-dikonversi.pdf Download (2MB) | Preview |
Abstract
The purpose of this study was to analyze the effect of service quality and price on customer loyalty with guest satisfaction as an intervening variable. The population of this research is Madani Hotel customers. The number of samples 100 people taken based on simple random sampling. Questionnaire is a data collection tool used in this study while the type is quantitative research. Data analysis techniques using path analysis with the help of SPSS Version 23. The findings of this study are 1) Service quality has a positive and significant effect on customer satisfaction at Madani Hotel Medan. 2) Price has a positive and significant effect on customer satisfaction at Madani Hotel Medan. 3) Service quality has a positive and significant effect on customer loyalty at Madani Hotel Medan. 4) Price has a positive and significant effect on customer loyalty at Madani Hotel, Medan. 5) Customer satisfaction has a positive and significant effect on customer loyalty at Madani Hotel Medan. 6) Service quality does not have a positive and significant effect on customer loyalty through guest satisfaction at Madani Hotel Medan. 7) Price does not have a positive and significant effect on customer loyalty through guest satisfaction at Madani Hotel Medan. These findings provide input that optimal service quality will create satisfaction. Quality of service is maintained by providing good facilities and infrastructure. The price given must be relevant to the quality provided. The satisfaction felt by the customer will be a loyal customer to the product offered.
| Jenis Item: | Skripsi (Masters) |
|---|---|
| Uncontrolled Keywords: | Kualitas pelayanan, Harga, kepuasan tamu, loyalitas pelanggan. |
| Subjects: | 2X6 SOSIAL DAN BUDAYA > 2X6.3 Ekonomi |
| Divisions: | Program Pasca Sarjana > Program Magister > Thesis Master |
| Pengguna yang mendeposit: | Ms Nurul Hidayah Siregar |
| Date Deposited: | 22 Sep 2020 05:00 |
| Last Modified: | 22 Sep 2020 05:00 |
| URI: | http://repository.uinsu.ac.id/id/eprint/9546 |
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