Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pengguna Tokopedia Melalui Kepuasan Pelanggan

Abstract

The purpose of this study is to determine the effect of service quality on loyalty through
customer satisfaction as an intervening variable. Furthermore, to apply these objectives, a
quantitative approach method with linear regression analysis is used. The results also show
that customer satisfaction is able to mediate the relationship between the influence of service
quality on customer loyalty to Tokopedia users. This study proves that service quality has a direct
effect on loyalty and can also have an indirect effect, namely from service quality to
customer satisfaction (as an intervening variable) and then to loyalty