Abstract

 The purpose of this study was to identify and analyze the influence of the level of trust and service quality on customer loyalty with customer satisfaction as a mediating variable at PT. Fairus Permata Mulia Pekalongan. The population in this study amounted to 927 worshipers with a sample of 90 worshipers and the sampling technique used random sampling techniques. The method of collecting data through a questionnaire. The data analysis technique used is Path Analysis. The results showed that the level of trust and service quality had a direct effect on customer satisfaction. The level of trust has no direct effect on customer loyalty, while service quality and customer satisfaction have a direct effect on customer loyalty. Customer satisfaction is able to play a role as a mediating variable between the level of trust and service quality on customer loyalty to the Umrah pilgrims of PT. Fairus Permata Mulia Pekalongan.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
