Analisis Pengaruh Kualitas Layanan Terhadap Loyalitas Konsumen Dengan Kepercayaan Dan Kepuasan Konsumen Sebagai Variabel Mediasi (Studi Pada Bengkel Custom Di Kota Surabaya)

Abstract

This assessment aims to select the influence of the quality of the spare parts organization on customer service with buyer's trust and persistence as a mediating factor in custom workshops in the city of Surabaya. The data testing system used in this assessment is entrancing assessment, display of fundamental conditions, most of the least square assessments, and hypothesis testing using the Smart-PLS 2.0 program. The data compilation technique used in this assessment is to spread an overview. The transport of reviews to buyers who have recently traded in a specialized workshop and meet a master-constrained model, is carried out in order to gather information about the client's dependency which is affected by customer trust and satisfaction. The number of tests in the examination were 170 respondents. In choosing the method of estimating the coefficient of each factor, in the hypothesis test it is known whether the criticality estimate of the t-value is more vital than 1.65 or the p-value is lower than 0.05, then Ha is recognized and Ho is forgiven and vice versa.