Pengaruh Kualitas Pelayanan terhadap Loyalitas Pelanggan dimediasi Kepuasan Pelanggan

Abstract

The huge potential of Bali Island as a tourist destination certainly presents promising business opportunities related to the tourism sector. This condition certainly causes more and more businesses to emerge targeting tourists. This enormous potential is of course accompanied by increasingly fierce competition intensity, thus affecting customer loyalty. The aim of this research is to determine the effect of service quality on customer loyalty mediated by customer satisfaction. This research was conducted at Mano Beach House. The research population size is 82,868 customers in 2022. The sample size determined is 100 customers using accidental sampling. The analysis technique used is path analysis and Sobell test. The results of the analysis prove that customers mediate the influence of service quality on customer loyalty. Suggestions given include providing wider parking space and providing training to employees regarding the existing menu. Next is to provide compensation for negligence that occurred.