KEPUASAN KONSUMEN SEBAGAI MEDIASI DARI DAMPAK KUALITAS PELAYANAN TERHADAP LOYALITAS KONSUMEN PADA USAHA KING LAUNDRY DI SUMENEP

Abstract

In the era of globalization, business competition in Indonesia is now growing very rapidly, especially in the service sector. Laundry services are a form of service that is growing rapidly in this era. As the King of the Laundry Business in the heart of the city. The research aims to determine the impact of the role of consumer satisfaction in mediating service quality and consumer loyalty. The population is consumers who use King Laundry services in Sumenep Regency. The number of samples was 75 respondents. With Smart PLS chosen as the data analysis method. From the research results, it was found that service quality has a significant impact on consumer loyalty to the King Laundry business. Furthermore, consumer satisfaction has a role as a mediator of service quality which influences consumer loyalty in the Sumenep King Laundry business. Keywords: Service Quality, Consumer Satisfaction, Consumer Loyalty