PENGARUH KUALITAS PELAYANAN DAN PENANGANAN KELUHAN TERHADAP LOYALITAS PUBLIK DENGAN KEPUASAN SEBAGAI VARIABEL MEDIASI
Abstract
The aim of this study was to examine the role of customer’s satisfaction as mediationon the relationship between service quality, voices and customer loyalty. The
population on the study was the Building and Fishing Business Permits at the Office
of BPMP2T West Pasaman Regency. The number of usable sample was 180
respondents by using purposive sampling. In terms of testing the hypotheses, the
study performs simple and hierarchical regression analyses. The results of analysis
revealed that first; service quality and voices positively affect both customer’s
satisfaction and customer loyalty. Second, customer’s satisfaction was found to have
positively effect on customer loyalty. Third, customer’s satisfaction was proven to
mediate the relationship between service quality, voices and customer loyalty. The
study’s findings recommended increasing implementation of customer’s satisfaction,
service quality, and voices.
Keywords: Service Quality, Voices, Satisfaction, and Loyalty.
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