Pengaruh Kualitas Pelayanan dan Lokasi terhadap Loyalitas Pelanggan yang Dimediasi Kepuasan Pelanggan pada Car Wash Q Doorsmeer Banda Aceh

Teuku Muhammad Haykel, Halimatussakdiah Halimatussakdiah

Abstract


The purpose of this study was to determine whether service quality and location affect customer satisfaction and customer loyalty and also to determine whether customer satisfaction mediates service quality and location on customer loyalty. The population in this study were service users at the Q Doorsmeer car wash in Banda Aceh. The samples taken in this study were 160. The type of data used in this study was primary data, namely data obtained from respondents by distributing questionnaires. Data analysis using Structural Equation Modeling (SEM) with analysis method using Confirmatory Factor Analysis (CFA) using AMOS version 22.0.0 program tools. The results showed that Customer Loyalty, Customer Satisfaction, Service Quality, and Location at Car Wash Q Doorsmeer Banda Aceh were good, service quality affected customer satisfaction, and location affected customer satisfaction. service quality affects customer loyalty, location has no effect on customer loyalty, customer satisfaction affects customer loyalty, customer satisfaction partially mediates the effect of service quality on customer loyalty and customer satisfaction fully mediates the influence of location on customer loyalty.

Keywords


Service Quality; Location; Customer Satisfaction; Customer Loyalty

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DOI: https://doi.org/10.24815/jimen.v8i4.28376

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Tim Redaksi:

Jurusan Manajemen Fakultas Ekonomi dan Bisnis, Universitas Syiah Kuala

Lantai II Gedung Induk

Darussalam, Banda Aceh, 2311

email: jim.manajemen@feb.usk.ac.id

 
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