ANALISIS LOYALITAS PELANGGAN PADA ASTRA CREDIT COMPANIES DI INDONESIA

Joshua Albert Monareh, . (2022) ANALISIS LOYALITAS PELANGGAN PADA ASTRA CREDIT COMPANIES DI INDONESIA. Tesis thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

The research objective is to analyze the factors that are predictors of customer loyalty from the perspective of promotion and service quality with customer satisfaction as a mediation, then applied to customers of Astra Credit Companies. Quantitative approach is applied in research by establishing causality design. There were 100 customers as the research sample which was determined by purposive sampling technique. Partial Least Square analysis was applied to test the hypothesis with the help of the SmartPLS version 3.0 program. The results of the analysis show that: (1) Promotion, service quality and customer satisfaction affect customer loyalty of Astra Credit Companies, (2) Promotion and Service Quality affect customer satisfaction of Astra Credit Companies, (3) Effect of promotion and service quality on customer loyalty by mediated customer satisfaction Astra Credit Companies.

Item Type: Thesis (Tesis)
Additional Information: [No.Panggil : 1910121028] [Pembimbing : Prasetyo Hadi] [Penguji 1 : Prasetyo Hadi] [Penguji 2 : Alfatih Sikki Manggabarani]
Uncontrolled Keywords: Promotion, Service Quality, Customer Satisfaction, Customer Loyalty
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HC Economic History and Conditions
Divisions: Fakultas Ekonomi dan Bisnis > Program Studi Akuntansi (S1)
Depositing User: Joshua Albert Monareh
Date Deposited: 31 Jan 2023 02:29
Last Modified: 06 Feb 2023 11:21
URI: http://repository.upnvj.ac.id/id/eprint/22327

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