Pengaruh Disiplin Kerja dan Lingkungan Kerja Terhadap Kinerja Karyawan Serta Implikasinya Terhadap Produktivitas Karyawan PT. Denso Indonesia Departemen Production Control dan Logistic

Sugiyanto Sugiyanto, Putri Cahyo Utami

Abstract


This study aims to determine the extent of the influence of Service Quality, Sales Promotion
on Customer Loyalty through Satisfaction Customers to GRABFOOD Customers in Cawang
Urban Village, Jakarta East. This research was conducted in August 2020– November 2020.
The data used in this study are primary data collected from respondents' answers based on
the questionnaire given, namely as many as 100 samples. Methods of data processing using
analytical methods path (Path Analysis) with the help of SPSS version 20.0. Statistical testing
using the individual parameter significance test (t test), coefficient test Determination and
Mediation Test with the help of Calculated By WarpPLS.
The results showed that partially the 1: variable analysis service quality has a positive and
significant direct effect on customer satisfaction, analysis 2: sales promotion variables have a
direct effect positively and significantly towards customer satisfaction, analysis 3: variable
service quality has a positive and significant direct effect on customer loyalty, analysis 4: sales
promotion variables have a direct effect positively and significantly towards customer loyalty,
analysis 5: variables customer satisfaction has a positive and significant direct effect on customer
loyalty, while analysis 6: service quality variables have an effect indirectly positively and
significantly towards customer loyalty through customer satisfaction, and analysis 7: sales
promotion variables indirectly positive and significant impact on loyalty customers through
customer satisfaction.
Keywords: Service Quality, Sales Promotion, Customer Satisfaction and Customer loyalty.


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