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All Journal Implementasi Manajemen & Kewirausahaan
Nevi Chania Dwi Ariyanti
Universitas Wijaya Putra
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Determinan customer satisfaction dan customer loyalty pada klinik kandungan Nevi Chania Dwi Ariyanti
Implementasi Manajemen & Kewirausahaan Vol 1 No 1 (2021): JURNAL IMKA (APRIL)
Publisher : Prodi Manajemen Fakultas Ekonomi dan Bisnis Universitas Wijaya Putra

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (596.118 KB) | DOI: 10.38156/imka.v1i1.63

Abstract

This study aims to examine and analyze the effect of Physical Evidence, Trust, and E-Service Quality on Customer Loyalty through Customer Satisfaction. In this study using a quantitative approach, because research data in the form of number and analysis using statistics. Data analysis techniques to answer hypothese using path analysis. The results showed that: (1) Physical Evidence had a significant effect on Customer Satisfaction, (2) Trust had a significant effect on Customer Satisfaction, (3) E-Service Quality had a significant effect on Customer Satisfaction, (4) Physical Evidence had a significant effect on Customer Loyalty, (5) Trust has no significant effect on Customer Loyalty, (6) E-Service Quality has no significant effect on Customer Loyalty, (7) Customer Satisfaction had a significant effect on Customer Loyalty.
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