Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pelanggan Dengan Kepuasan Sebagai Variabel Mediasi Di Brother Dan Sister House Surabaya

Penelitian ini bertujuan untuk mengetahui dan menjelaskan pengaruh kualitas pelayanan terhadap loyalitas pelanggan dengan kepuasan sebagai variabel mediasi di Brother dan Sister House Surabaya. Jenis penelitian adalah kuantitatif dan menggunakan sampel jenuh dengan jumlah responden sebanyak 114 yang tinggal di Brother dan Sister House. Pengumpulan data digunakan angket online dengan pengukuran skala likert. Teknik analisis menggunakan Path analys dengan bantuan SPSS 21. Hasil penelitian menunjukkan: (1) Terdapat pengaruh positif dan signifikan kualitas pelayanan terhadap loyalitas pelanggan pengguna jasa Brother dan Sister House. (2) Terdapat pengaruh yang positif dan signifikan kualitas pelayanan terhadap kepuasan pengguna jasa Brother dan Sister House. (3) Terdapat pengaruh positif dan signifian kepuasan terhadap loyalitas pelanggan pengguna jasa Brother dan Sister House. (4) Hasil uji sobel test menunjukkan bahwa kepuasan dapat memediasi kualitas pelayanan terhadap loyalitas pelanggan pengguna jas Brother dan Sister House.

Kata Kunci:  Kualitas Pelayanan, Kepuasan, Loyalitas Pelanggan.

         The purpose of this research is to explain and determine about the effect of service quality on customer loyalty with satisfaction as a mediating variable in Brother and Sister House Surabaya. This research is a quantitative type and uses a saturated sample with a total of 114 respondents who live in the Brother and Sister House. The data source that is used was an online questionnaire with a Likert scale measurement. The analysis technique in this research, is Path analysis with the help of SPSS 21. From the result of this study, it can be concluded that: (1) There is a positive and significant effect of service quality on customer loyalty of Brother and Sister House service users. . (2) There is a positive and significant effect of service quality on user satisfaction for Brother and Sister House services. (3) There is a positive and significant effect of satisfaction on customer loyalty of Brother and Sister House service users. (4) The sobel test results shown that satisfaction can mediate service quality towards customer loyalty of users in Brother and Sister House suits.

Keywords: Service Quality, Satisfaction, Customer Loyalty