Electronic Theses and Dissertation

Penelitian ini bertujuan mengetahui dan menguji pengaruh perceived ritel service quality, emotional value, dan image terhadap customer loyalty pada stasiun pengisian bahan bakar umum (spbu) di kota banda aceh: customer satisfaction sebagai variabel intervening. teknik pengumpulan sampel dalam penelitian ini adalah sampel acak sederhana (simple random sampling). dalam menentukan jumlah sampel yang representatif adalah tergantung pada jumlah indikator dikali 5 sampai dengan 10 sehingga diperoleh sampel sebanyak 250 orang. data dikumpulkan dengan penyebaran kuesioner dan diukur dengan menggunakna skala likert. model penelitian dianalisis menggunakan structural equation modeling (sem) amos. hasil penelitian membuktikan bahwa perceived ritel service quality berpengaruh positif dan signifikan terhadap customer satisfaction, emotional value berpengaruh positif dan signifikan terhadap customer satisfaction, image berpengaruh positif dan signifikan terhadap customer satisfaction, perceived ritel service quality berpengaruh positif dan signifikan terhadap customer loyalty, emotional value berpengaruh positif dan signifikan terhadap customer loyalty, image berpengaruh positif dan signifikan terhadap customer loyalty, customer satisfaction berpengaruh positif dan signifikan terhadap customer loyalty , customer satisfaction memediasi secara parsial pengaruh perceived ritel service quality terhadap customer loyalty, customer satisfaction memediasi secara parsial pengaruh emotional value terhadap customer loyalty, customer satisfaction memediasi secara parsial pengaruh image terhadap customer loyalty. keyword: perceived ritel service quality, emotional value, image, customer loyalty, customer satisfaction

This study aims to examine the effect of perceived retail service quality, emotional value, and image on customer loyalty at public gas stations (SPBU) in Banda Aceh, with customer satisfaction as an intervening variable. The researchers used a simple random sampling technique, and determined the number of representative samples using the number of indicators multiplied by 10 as the formula, so that a sample of 250 people was obtained. Data were collected by distributing questionnaires. The research model was analyzed using SEM-AMOS. The results prove that Perceived Retail Service Quality affects Customer Satisfaction, Emotional Value affects Customer Satisfaction, Image affects Customer Satisfaction, Perceived Retail Service Quality affects Customer Loyalty, Emotional Value affects Customer Loyalty, Image affects Customer Loyalty, Customer Satisfaction affects Customer Loyalty, Customer Satisfaction partially Mediates the Perceived Retail Service Quality effect on Customer Loyalty, Customer Satisfaction partially mediates the Emotional Value effect on Customer Loyalty, and Customer Satisfaction partially mediates the Image effect on Customer Loyalty. These findings mean that the model for increasing Customer Loyalty at the public gas stations in Banda Aceh is a function of increasing perceived retail service quality, increasing emotional value, strengthening image, and increasing customer satisfaction. Keyword : Perceived Ritel Service Quality, Emotional Value, Image, Customer Loyalty, Customer Satisfaction