Ferdiansyah, Rafly (2026) PENGARUH SERVICESCAPE DAN ADVERTISING TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING (Studi Kasus Pada Pasien BPJS di Klinik Amal Sehat Serang, Banten). S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
![[img]](https://eprints.untirta.ac.id/style/images/fileicons/text.png) |
Text (Mohammad Rafly Ferdiansyah_5551210142_CP)
Mohammad Rafly Ferdiansyah_5551210142_turnitin.pdf Restricted to Registered users only Download (3MB) | Request a copy |
|
Text (Mohammad Rafly Ferdiansyah_5551210142_FULLTEXT)
Mohammad Rafly Ferdiansyah_5551210142_fulltext.pdf Restricted to Registered users only Download (3MB) | Request a copy |
|
Text (Mohammad Rafly Ferdiansyah_5551210142_01)
Mohammad Rafly Ferdiansyah_5551210142_01.pdf Restricted to Registered users only Download (1MB) | Request a copy |
|
Text (Mohammad Rafly Ferdiansyah_5551210142_02)
Mohammad Rafly Ferdiansyah_5551210142_02.pdf Restricted to Registered users only Download (390kB) | Request a copy |
|
Text (Mohammad Rafly Ferdiansyah_5551210142_03)
Mohammad Rafly Ferdiansyah_5551210142_03.pdf Restricted to Registered users only Download (466kB) | Request a copy |
|
Text (Mohammad Rafly Ferdiansyah_5551210142_04)
Mohammad Rafly Ferdiansyah_5551210142_04.pdf Restricted to Registered users only Download (615kB) | Request a copy |
|
Text (Mohammad Rafly Ferdiansyah_5551210142_05)
Mohammad Rafly Ferdiansyah_5551210142_05.pdf Restricted to Registered users only Download (219kB) | Request a copy |
|
Text (Mohammad Rafly Ferdiansyah_5551210142_REF)
Mohammad Rafly Ferdiansyah_5551210142_ref.pdf Restricted to Registered users only Download (208kB) | Request a copy |
|
Text (Mohammad Rafly Ferdiansyah_5551210142_LAMP)
Mohammad Rafly Ferdiansyah_5551210142_lamp.pdf Restricted to Registered users only Download (591kB) | Request a copy |
Abstract
This study aims to analyze the effect of Servicescape and Advertising on Customer Loyalty with Customer Satisfaction as an intervening variable among BPJS patients at the Amal Sehat Clinic, Serang, Banten. This study uses a quantitative approach with a survey method. The research data was obtained by distributing questionnaires to 152 respondents who were registered BPJS patients actively undergoing treatment at the Amal Sehat Clinic. The sampling technique used was purposive sampling, with the number of respondents determined based on criteria set in the study. Data analysis was performed using the Structural Equation Modeling (SEM) method with SmartPLS as the analysis tool to test the direct and indirect effects between the study variables. The results showed that Servicescape and Advertising had a positive and significant effect on Customer Loyalty. Servicescape and Advertising had a positive and significant effect on Customer Satisfaction. Customer Satisfaction was proven to have a positive and significant effect on Customer Loyalty. Customer Satisfaction was able to mediate the effect of Servicescape and Advertising on Customer Loyalty.
| Item Type: | Thesis (S1) | |||||||||
|---|---|---|---|---|---|---|---|---|---|---|
| Contributors: |
|
|||||||||
| Additional Information: | Penelitian ini bertujuan untuk menganalisis pengaruh Servicescape dan Advertising terhadap Customer Loyalty dengan Customer Satisfaction sebagai variabel intervening pada pasien BPJS di Klinik Amal Sehat, Serang, Banten. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei. Data penelitian diperoleh melalui penyebaran kuesioner kepada 152 responden yang merupakan pasien BPJS terdaftar dan aktif berobat di Klinik Amal Sehat. Teknik pengambilan sampel yang digunakan adalah purposive sampling, dengan penentuan jumlah responden berdasarkan kriteria yang telah ditetapkan dalam penelitian. Analisis data dilakukan menggunakan metode Structural Equation Modeling (SEM) dengan alat analisis yaitu SmartPLS untuk menguji pengaruh langsung maupun tidak langsung antarvariabel penelitian. Hasil penelitian menunjukkan bahwa Servicescape dan Advertising berpengaruh positif dan signifikan terhadap Customer Loyalty. Servicescape dan Advertising berpengaruh positif dan signifikan terhadap Customer Satisfaction. Customer Satisfaction terbukti berpengaruh positif dan signifikan terhadap Customer Loyalty. Customer Satisfaction mampu memediasi pengaruh Servicescape dan Advertising terhadap Customer Loyalty. | |||||||||
| Uncontrolled Keywords: | Servicescape, Advertising, Customer Satisfaction, Customer Loyalty. Lanskap Layanan, Periklanan, Kepuasan Pelanggan, Loyalitas Pelanggan. | |||||||||
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HB Economic Theory |
|||||||||
| Divisions: | 05-Fakultas Ekonomi dan Bisnis 05-Fakultas Ekonomi dan Bisnis > 61201-Program Sarjana Manajemen |
|||||||||
| Depositing User: | Mohammad Rafly Ferdiansyah | |||||||||
| Date Deposited: | 02 Apr 2026 02:04 | |||||||||
| Last Modified: | 02 Apr 2026 02:04 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/59402 |
Actions (login required)
 |
View Item |