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- W3012679782 abstract "ABSTRAKTujuan dari penelitian ini adalah untuk mengetahui bagaimana Pengaruh E-Service Quality dan PromosiTerhadap Loyalitas Pelanggan melalui Kepuasan Pelanggan sebagai variabel intervening PLN Mobilebaik secara parsial dan simultan. Jenis penelitian adalah kuantitatif dan menggunakan metode analisisdeskriptif. Skala yang digunakan pada penelitian ini adalah skala likert dengan menggunakan teknikpengujian data Uji validitas dan realibitas dengan sampel 30 responden. Pengambilan sampel dilakukandengan metode non probability sampling dengan jenis purposive sampling. Teknik analisis yangdigunakan dalam penelitian ini adalah analisis PLS SEM. Kesimpulan penelitian ini menunjukkanbahwa variabel E-Service Quality (X1) dan Promosi (X2) berpengaruh secara parsial terhadap KepuasanPelanggan (Y), lalu variabel Kepuasan Pelanggan (Y) berpengaruh parsial terhadap Loyalitas Pelanggan(Z). Lalu secara simultan terdapat pengaruh E-Service Quality (X1) dan Promosi (X2) berpengaruhsignifikan terhadap Kepuasan Pelanggan (Y). Lalu secara variabel intervening terdapat pengaruh EService Quality (X1) dan Promosi (X2) berpengaruh langsung terhadap Kepuasan Pelanggan (Y) danvariabel ini juga berpengaruh terhadap Loyalitas Pelanggan (Z) secara tidak langsung melalui variabelKepuasan Pelanggan. Hasil tersebut dapat diartikan dengan semakin baik E-Service Quality danPromosi yang dimiliki maka akan semakin baik juga Loyalitas Pelanggan melalui Kepuasan PelangganPLN Mobile.Kata Kunci: E-Service Quality, Promosi, Kepuasan Pelanggan dan Loyalitas PelangganABSTRACTThe purpose of this study is to find out how the E-Service Quality and Promotion Effects on CustomerLoyalty through Customer Satisfaction as an intervening variable PLN Mobile both partially andsimultaneously. This type of research is quantitative and uses descriptive analysis method. The scaleused in this study is a Likert scale using data testing techniques Validity and reliability test with asample of 30 respondents. Sampling is done by non-probability sampling method with the type ofpurposive sampling. The analysis technique used in this study is PLS SEM analysis. The conclusion ofthis study shows that the variable E-Service Quality (X1) and Promotion (X2) partially influencesCustomer Satisfaction (Y), then the variable Customer Satisfaction (Y) has a partial effect on CustomerLoyalty (Z). Then simultaneously there is the influence of E-Service Quality (X1) and Promotion (X2)significantly influence Customer Satisfaction (Y). Then the intervening variable there is the influence ofE-Service Quality (X1) and Promotion (X2) directly affect Customer Satisfaction (Y) and this variablealso influences Customer Loyalty (Z) indirectly through the Customer Satisfaction variable. Theseresults can be interpreted the better the E-Service Quality and Promotion they have, the better theCustomer Loyalty through PLN Mobile Customer Satisfaction.Keywords: E-Service Quality, Promotion, Customer Satisfaction and Customer Loyalty" @default.
- W3012679782 created "2020-03-27" @default.
- W3012679782 creator A5020380348 @default.
- W3012679782 creator A5025812488 @default.
- W3012679782 date "2020-04-01" @default.
- W3012679782 modified "2023-09-23" @default.
- W3012679782 title "PENGARUH E-SERVICE QUALITY DAN PROMOSI TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PLN MOBILE" @default.
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