CD-ROM

Pengaruh Pelayanan Prima Terhadap Loyalitas dengan Kepuasan Penumpang sebagai Variabel Mediator pada Kereta Api Eksekutif Gajayana (CD + Cetak)

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This study aims to analyze the effect of excellent service on passenger satisfaction, analyze the effect of excellent service on passenger loyalty, analyze the effect of satisfaction on passenger loyalty, and analyze the effect of excellent service on loyalty mediated by passenger satisfaction. The number of samples in this study was 91 respondents. The analysis technique uses path analysis.
Based on the results of the analysis, it shows that excellent service has an effect on satisfaction, which means that the higher the quality of the excellent service can increase the satisfaction of Gajayana executive train passengers. Excellent service has an effect on passenger loyalty, which means that the higher quality of the excellent service provided by the executive train Gajayana can increase the loyalty of Gajayana executive train passengers. Satisfaction affects passenger loyalty, which means that the higher the level of satisfaction can increase the loyalty of Gajayana executive train passengers. Excellent service affects passenger loyalty through satisfaction, which means that passenger loyalty can be built if the Gajayana executive train provides excellent service to passengers to create passenger satisfaction.
Keywords: Service Quality, Loyalty, Satisfaction

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

094 MJN2020 SET p

Penerbit

Malang : Program Studi Manajemen Fakultas Ekonomi Dan Bisnis Universitas Merdeka Malang., 2020

Deskripsi Fisik

PDF, 2.158 KB

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

094 MJN 2020

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

SATISFACTION
SERVICE QUALITY
Loyalty

Info Detail Spesifik

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Pernyataan Tanggungjawab

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Versi lain/terkait

Lampiran Berkas

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