PERAN KEPERCAYAAN MEMEDIASI KUALITAS PELAYANAN DENGAN KEPUASAN PELANGGAN PADA CAMELY SALON DI KOTA DENPASAR

  • Komang Wida Pratiwi Universitas Udayana
  • Gede Suparna Universitas Udayana
##plugins.pubIds.doi.readerDisplayName## https://doi.org/10.24843/EJMUNUD.2018.v07.i09.p12

Abstrak

Trust is a manifestation of the high qualityof service that can increase customer satisfaction.Thepurpose of this study is to determine therole of trust mediate the influence of service quality on customersatisfaction. This research was conducted in Denpasar with data collecting technique in the form of questionnaire and using Likert Scale. Measurement sample used Slovin test which amounted to 81 respondents with sampling method usedis probability sampling with simple random sampling technique. Statistical analysis method used is pathanalysis, confirmatory factor analysis, Sobeltest and effect size test. The results showed the service quality has a positive effect on trust and customer satisfaction. Trust has a positive effect on customer satisfaction. The role of trust positively mediates the effect of service quality on customer satisfaction on Camely Hair and Beauty Salon in Denpasar City.

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Diterbitkan
2018-09-03
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PRATIWI, Komang Wida; SUPARNA, Gede. PERAN KEPERCAYAAN MEMEDIASI KUALITAS PELAYANAN DENGAN KEPUASAN PELANGGAN PADA CAMELY SALON DI KOTA DENPASAR. E-Jurnal Manajemen, [S.l.], v. 7, n. 9, p. 4947 - 4970, sep. 2018. ISSN 2302-8912. Tersedia pada: <https://ojs.unud.ac.id./index.php/manajemen/article/view/38830>. Tanggal Akses: 21 apr. 2025 doi: https://doi.org/10.24843/EJMUNUD.2018.v07.i09.p12.
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Terbitan
Vol 7 No 9 (2018)
Bagian
Articles
Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

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