Pengaruh Kualitas Layanan Dan Nilai Pelanggan Terhadap Loyalitas Pelanggan Yang Dimediasi Oleh Kepuasan Pelanggan
Keywords:
Service Qaulity, Perceived Value, Customer Satisfaction, Customer LoyaltyAbstract
The purpose of this study was to examine and explain the effect of service quality and perceived value on customer loyalty mediated by customer satisfaction at the Sudirman Notary Office, either simultaneously or partially. Data collection was carried out using a questionnaire. The population of this research is all customers of the Sudirman Notary office, data from the Sudirman Notary Office Reportorium in 2022, which carry out deed making activities at least 2 times, as many as 98 customers. The analysis tool used is Partial Least Square (PLS).
The results showed that customer quality had a positive and significant effect on customer satisfaction and customer loyalty, customer value had a positive and significant effect on customer satisfaction and loyalty, customer satisfaction had a positive and significant effect on customer loyalty, customer satisfaction was proven to act as a perfect mediation of the influence between service quality on customer loyalty, customer satisfaction acts as a partial mediation effect between customer value on customer loyalty