Abstract
This study aims to examine and analyze the effect of Physical Evidence, Trust, and E-Service Quality on Customer Loyalty through Customer Satisfaction. In this study using a quantitative approach, because research data in the form of number and analysis using statistics. Data analysis techniques to answer hypothese using path analysis. The results showed that: (1) Physical Evidence had a significant effect on Customer Satisfaction, (2) Trust had a significant effect on Customer Satisfaction, (3) E-Service Quality had a significant effect on Customer Satisfaction, (4) Physical Evidence had a significant effect on Customer Loyalty, (5) Trust has no significant effect on Customer Loyalty, (6) E-Service Quality has no significant effect on Customer Loyalty, (7) Customer Satisfaction had a significant effect on Customer Loyalty.
Highlights
Abstrak: Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh Physical Evidence, Trust, dan E-Service Quality terhadap Customer Loyalty melalui Customer Satisfaction
This study aims to examine and analyze the effect of Physical Evidence, Trust, and E-Service Quality on Customer Loyalty through Customer Satisfaction
The results showed that: (1) Physical Evidence had a significant effect on Customer Satisfaction, (2) Trust had a significant effect on Customer Satisfaction, (3) E-Service Quality had a significant effect on Customer Satisfaction, (4) Physical Evidence had a significant effect on Customer Loyalty, (5) Trust has no significant effect on Customer Loyalty, (6) E-Service Quality has no significant effect on Customer Loyalty, (7) Customer Satisfaction had a significant effect on Customer Loyalty
Summary
Jenis penelitian yang akan digunakan untuk menunjukkan adanya hubungan antara Physical Evidence (X1), Trust (X2), dan E-Service Quality (X3) terhadap Customer Loyalty (Y2) melalui Customer Satisfaction (Y1) adalah penelitian kausal. Pendekatan yang digunakan adalah pendekatan kuantitatif, karena data penelitian berupa angka-angka dan analisis menggunakan statistik. Lokasi penelitian dilakukan di Klinik Kandungan dr.Iman, Sp.OG yang berada di Jl. Raya Kendung No., Sememi, Benowo, Surabaya. Dipilihnya tempat ini sebagai obyek penelitian adalah lokasi penelitian dekat dengan tempat tinggal peneliti, selain itu klinik ini mampu menarik banyak minat pasien untuk periksa ke tempat tersebut. Populasi penelitian ini yaitu pasien Klinik Kandungan dr.Iman,Sp.OG. Teknik pengambilan sampel dalam penelitian ini adalah non probability sampling dengan metode incidental sampling yaitu penentuan sampel yang diambil secara kebetulan bertemu dengan peneliti pada waktu tertentu dengan karakteristik minimal periksa 1x dalam kurun waktu 1 bulan terakhir (Periode Mei-Juni 2019). Metode pengumpulan data dari penelitian ini melalui studi kepustakaan, kuisioner dan dokumentasi. Sedangkan teknik analisis data menggunakan uji hipotesis berupa analisis path yang meliputi uji koefisien determinasi, uji t, dan uji F.
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