Electronic Theses and Dissertation

Tujuan dari penelitian ini adalah untuk menguji pengaruh kualitas pelayanan dan hubungan pelanggan terhadap loyalitas pelanggan yang dimediasi oleh penilaian pelanggan dan kepuasan pelanggan pada pt. iskandaria tours & travel. teknik pengambilan sampel yang digunakan yaitu metode purposive sampling dengan jumlah responden sebanyak 210 pelanggan, sedangkan teknik analisis data yang digunakan yaitu structural equation model. hasil penelitian menunjukkan kualitas pelayanan berpengaruh terhadap penilaian pelanggan, hubungan pelanggan tidak berpengaruh terhadap penilaian pelanggan, kualitas pelayanan berpengaruh secara signifikan terhadap kepuasan pelanggan, hubungan pelanggan tidak berpengaruh terhadap kepuasan pelanggan, kualitas pelayanan berpengaruh secara signifikan terhadap loyalitas pelanggan, hubungan pelanggan tidak berpengaruh terhadap loyalitas pelanggan, penilaian pelanggan tidak berpengaruh terhadap loyalitas pelanggan dan kepuasan pelanggan tidak berpengaruh terhadap loyalitas pelanggan. kata kunci : kualitas pelayanan, hubungan pelanggan, loyalitas pelanggan, penilaian pelanggan, kepuasan pelanggan

The purpose of this study was to examine the effect of service quality and customer relations on customer loyalty mediated by customer ratings and customer satisfaction at PT. Alexandria Tours & Travels. The sampling technique used is the purposive sampling method with a total of 210 customers, while the data analysis technique used is the Structural Equation Model. The results showed that service quality has an effect on customer assessment, customer relations have no effect on customer assessment, service quality has a significant effect on customer satisfaction, customer relations has no effect on customer satisfaction, service quality has a significant effect on customer satisfaction. customer loyalty, customer relationships have no effect on customer loyalty, customer ratings have no effect on customer loyalty and customer satisfaction has no effect on customer loyalty. Keywords: Service Quality, Customer Relations, Customer Loyalty, Customer Rating, Customer Satisfaction