Pengaruh Service Quality pada Customer Loyalty yang Dimediasi oleh Customer Satisfaction dan Trust (Studi pada Konsumen Kartu Halo Corporate Telkomsel Solo)

Oleh :
Banu Hutomo - F1210015 - Fak. Ekonomi dan Bisnis

The purpose of this research examines the role of both satisfaction and trust in mediating the relation of service quality on costumer loyalty. Specifically, this research wants to examine whether service quality as important considering in forming the costumer loyalty in Kartu Halo. Survey is a method conducted to collect the data by direct interviews with the means which are guided by questionnaire. This is done to increase the seriousness in interpreting and filling questionnaire, so it is expected to get accuracy of data. In this research, sample consist of 200 people who have intention to loyalty Kartu Halo in Solo. Purposive sampling technique is a method chosen to make easier in getting the sample. Reliability and validity test are done to make ascertain the quality of data. Structural equation modeling is statistical method chosen to elaborate the linkage among of variable. The result shows that service quality have significant influence to satisfaction, service quality have also significant influence to trust, satisfaction have significant influence to costumer loyalty, trust have significant influence to costumer loyalty and in mediation role both satisfaction and trust are partially mediating service quality on costumer loyalty. In this research, both limitation and implication are also discussed in order to give inside toward theoretical, practical and further research aspects. Keyword: service quality, satisfaction, trust, and costumer quality.