Sanjaya, Loelu (0552057) (2009) Pengaruh Kualitas Layanan pada Loyalitas Pelanggan: Kepuasan Pelanggan sebagai Faktor Mediasi (Studi Kasus: Excellent Privat Les Bandung). Undergraduate thesis, Universitas Kristen Maranatha.
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Abstract
Marketing Experts have already examined the relationship of service quality, customer satisfaction, and customer loyalty. They have observed in products and services. Generally, they got the same result. The result is influenced by time, place, and condition. Private lesson gets big attention from students parents because it is related with their children’s education. The purposes of private lesson are customer satisfaction and customer loyalty. They are related to service quality. Based on all the problems about private lesson ,the writer try to observe service quality, customer satisfation, and customer loyalty on Excellent Privat Les, in Bandung. There is a relation between service quality, customer satisfation, and customer loyalty. The aims of observation are observe the relation between service quality and customer loyalty, the relation between service quality and customer satisfaction, the relation between customer satisfaction and customer loyalty, and the relation between service quality and customer loyalty. The factor of mediation is satisfaction. The Populations of the observation are Excellent Privat Les’s Customers. The datas are 50 customers’questionnaire. The method is purposive sampling. The datas have already analysedby Path Analysis.
| Item Type: | Thesis (Undergraduate) |
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| Uncontrolled Keywords: | Service quality, customer satisfaction, and customer loyalty |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Faculty of Economics > 52 Management Department |
| Depositing User: | Perpustakaan Maranatha |
| Date Deposited: | 23 Oct 2015 10:36 |
| Last Modified: | 18 Jan 2016 06:53 |
| URI: | http://repository.maranatha.edu/id/eprint/16219 |
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