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All Journal Jurnal Mantik eCo-Buss Jurnal Manajemen dan Bisnis Baja (JUMANIS BAJA) GEMILANG: Jurnal Manajemen dan Strategi Bisnis Jurnal Ekonomi
Abdul Wahid Alfarizi
Universitas Primagraha
Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Languange, Linguistic, Communication & Media Social Sciences

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Journal : eCo-Buss

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The Role of After Sales Service on Customer Loyalty Mediated by Customer Satisfaction Didit Haryadi; Haerofiatna Haerofiatna; Abdul Wahid Alfarizi
eCo-Buss Vol. 5 No. 2 (2022): eCo-Buss
Publisher : Komunitas Dosen Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32877/eb.v5i2.511

Abstract

The development of technology which is increasingly advanced with time is a demand for the development of the times and increasingly complex human needs. This study, among others, examines and analyses the factors in increasing consumer loyalty to after-sales service through customer loyalty. This research was conducted at PT. Tunas Toyota Cilegon Banten with a population of 1102, then the sample used was 150 respondents. The questionnaire method was distributed using an interval scale of 1 strongly disagree to 10 strongly agree. The data analysis technique used SEM PLS. The results of this study indicate the effect of after-sales service on consumer loyalty, the influence of after-sales service on customer satisfaction, the influence of customer satisfaction on consumer loyalty, and customer satisfaction can be a mediation in increasing consumer loyalty.
Co-Authors Abdurrohman Abdurrohman Anis Fuad Salam Didit Haryadi Fahmi Amirulloh Anwar Fifi Oktaviani Gusti Didit Friyadi B31109125 Haerofiatna Haerofiatna HARYADI, DIDIT Safitri Putri Derajat Syaechurodji Syaechurodji Syaechurodji Syaechurodji Tajudin Tajudin