PENGARUH KEPUASAN PELANGGAN YANG DISEBABKAN OLEH KUALITAS LAYANAN DAN NILAI PELANGGAN TERHADAP LOYALITAS PELANGGAN YANG DIMEDIASI OLEH CITRA PERUSAHAAN KASUS PADA APOTEK X YOGYAKARTA
ABSTRACT: The rivalry among
drug stores, which raises more and more, demand drug stores to give a good
service for achieving a satisfaction and loyalty from customers. On the other
hand, drug stores need develop a good corporate image which can influence to
the loyality of customer. The objective of this research is to determine the
effect of customer satisfaction caused by service quality and customer value
influence to costomer loy-alty through corporate image as an mediation
variable. This research took 115 customer of X Sucipto Yogya-karta as the
respondents. The method used to choose the
respondents was pusposive
sampling. Method of data
analysis used was
SEM through Amos 16.0 program. The research results showed that 1) service quality
influences positively to customer satisfaction, 2) customer value influences
positively to customer satisfaction, 3) customer satisfaction influences
posi-tively to enter corporate image, 4) customer satisfaction influences
positively to customer loyalty, 5) corporate image influences positively to
customer loyalty, 6) corporate image mediates perfectly the influence of customer satisfaction
to cutomer loyalty.
Results of the additional
analysis told that customer satisfaction mediates perfectly the influence of
service quality to corporate image and it also mediates parcially the influence
of customer value to corporate image.
Penulis: Maria Resina
Restiarti
Kode Jurnal: jpmanajemendd140525
