PENGARUH PERAN MANAJER, KUALITAS PELAYANAN ISLAMI DAN KEPERCAYAAN TERHADAP LOYALITAS MELALUI KEPUASAN PASIEN BEKAM SEBAGAI VARIABEL INTERVENING PADA MITRA SEHAT THIBUN NABAWI DI MASA COVID-19

Abstract

This study aims to determine the influence of the role of managers, the quality of Islamic service and trust in customer loyalty with satisfaction as an intermediate variable in Mitra Sehat Thibun Nabawi during the Covid-19 period. This research method uses a quantitative method approach with path analysis and uses the help of the SPSS version 26 program. This study used a questionnaire with a sample of 100 respondents. The results showed that partially the role of managers, service quality and trust affect customer satisfaction. In part, the role of managers and trust affects loyalty while the quality of service has no effect. Satisfaction as an intervening variable also affects the relationship between manager roles and trust in loyalty with a trust level of 95% or an error rate of 5%.