PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PELANGGAN MELALUI KEPUTUSAN PEMBELIAN SEBAGAI VARIABEL MEDIASI (Studi Kasus Pada Konsumen di Restoran Toean Watiman Yogyakarta)

Abstract

The study aims to determine the effect of service quality on customer satisfaction through the purchase decision variable as a mediation for toean watiman yogyakarta restaurant customers. Based on the results of research conducted that service quality and purchasing decisions have a significant effect on customer satisfaction. In indirect coefficients, the effect of service quality on customer satisfaction through purchasing decisions as a mediating variable shows that the coefficient of indirect influence is smaller than the value of direct influence so it can be concluded that the purchase decision variable is a partial mediation variable rather than a full mediation variable