Analisis Pengaruh Antara Kinerja Karyawan Terhadap Loyalitas dengan Kepuasan Pelanggan Sebagai Variabel Intervening

Carter, Jamie (2010) Analisis Pengaruh Antara Kinerja Karyawan Terhadap Loyalitas dengan Kepuasan Pelanggan Sebagai Variabel Intervening. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

Every company needs to attention to the quality of staff performance to improve costumer satisfaction. Because company believe that satisfied costumer has a commitment to repurchase the product consistently. The purpose of this study to analysis the influence of staff performance to loyalty with costumer satisfaction as a intervening variable. The population of this study are the hotel and resort as a research object. The sample used is the staff performance who to work at hotel and resort in Batam and the customer who to use hotel and resort in Batam. Data collection is done by using a sample of 150 questionnaire to staff who to work at hotel and resort in Batam and 150 questionnaire the customer who to use hotel and resort in Batam. The data used in the research is the primary data collected through the distribution of questionnaires researcher with purposive sampling method, especially judgment sampling. This study shows the results that staff performance has effect on customer satisfaction and customer satisfaction has effect on loyalty. Staff performance are impact on loyalty. While costumer satisfaction is fullfill through a better relationship between staff and customer. Keywords: Staff performance, Costumer satisfaction, Loyalty

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