| dc.contributor.author | Kamila, Myrra | |
| dc.date.accessioned | 2026-03-03T06:24:00Z | |
| dc.date.available | 2026-03-03T06:24:00Z | |
| dc.date.issued | 2022-06-23 | |
| dc.identifier.uri | https://dspace.uc.ac.id/handle/123456789/9261 | |
| dc.description | This research was conducted with the aim of looking at the effect of service quality and brand image on customer loyalty through customer satisfaction at Miranda Hotel on Bawean Island. The independent variables used are service quality and brand image, the variables used are customer loyalty while the mediator variable is customer satisfaction with Miranda hotel consumers as the object under study. This research uses quantitative methods. The sampling method used in this study used purposive sampling, with a total of 92 respondents consisting of consumers staying at the Miranda hotel on Bawean Island during the period 2019-2021, as well as consumers who stayed at least 5 times during the last 3 years. Data collection uses a Likert scale as a data measurement. The program used is smartpls. The results of this study indicate that there is an influence between service quality and brand image on customer loyalty through customer satisfaction at Miranda Hotel on Bawean Island. These results indicate that there is an influence either directly or through mediation. | en_US |
| dc.description.abstract | Penelitian ini dilakukan dengan tujuan untuk melihat pengaruh service quality dan brand image terhadap customer loyalty melalui customer satisfaction pada hotel miranda di pulau bawean. Variabel bebas yang digunakan adalah service quality dan brand image, variabel terikat yang digunakan adalah customer loyalty sedangkan variabel mediator adalah customer satisfaction dengan konsumen hotel miranda sebagai objek yang diteliti. Penelitian ini menggunakan metode kuantitatif. Metode pengambilan sampel yang digunakan dalam penelitian ini menggunakan purposive sampling, dengan jumlah 92 responden yang terdiri dari konsumen menginap di hotel miranda pulau bawean selama periode tahun 2019- 2021, serta konsumen yang menginap minimal sebanyak 5 kali selama kurun waktu 3 tahun terakhir. Pengumpulan data menggunaka skala likert sebagai pengukuran data. Adapun program yang dipakai adalah smartpls. Hasil penelitian ini menunjukan terdapat pengaruh antara service quality dan brand image terhadap customer loyalty melalui customer satisfaction pada hotel miranda di pulau bawean. Hasil tersebut menunjukkan adanya pengaruh baik secara langsung maupun melalui mediasi. | en_US |
| dc.language.iso | id | en_US |
| dc.publisher | Universitas Ciputra | en_US |
| dc.subject | service quality | en_US |
| dc.subject | customer satisfaction | en_US |
| dc.subject | customer loyalty | en_US |
| dc.subject | brand image | en_US |
| dc.title | Pengaruh Service Quality dan Brand Image terhadap Customer Loyalty Melalui Customer Satisfaction Pada Hotel Miranda di Pulau Bawean | en_US |
| dc.title.alternative | The Effect of Service Quality and Brand Image on Customer Lolaylty Through Customer Satisfaction at Miranda Hotel on Bawean Island | en_US |
| dc.type | Thesis | en_US |
| dc.identifier.kodeprodi | 61101 | |
| dc.identifier.dosenpembimbing | Christian Herdinata | |
