ANALISIS KUALITAS PELAYANAN, SERTA PENGARUHNYA TERHADAP KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN (Survei Pada Pengunjung SnowBay Waterpark TMII)
ABSTRACT: The purpose of this
research are to clearly describe about service quality, customer satisfaction,
and customer loyalty
of SnowBay Waterpark
TMII. This research used
descriptive and explanatory method. Unit analysist of this research is the
visitors of SnowBay
Waterpark TMII that
have ever visit
SnowBay before and are in the age
or above 17th years old. Total sampel of this research are 200 respondences.
The analysis tools that are used in this research are SPSS 16.0 and SEM 8.7.
The result of
the descriptive analysis
in this research
shows: (1) tangibles become
the most contribute
dimension toward service
quality; (2) attributes related
to purchases become
the most contribute
dimension toward customer
satisfaction; (3) advocate become the most contribute dimension toward customer loyalty.
The result of
hypothesis testing are:
(a) service quality
has positive and significant effect toward customer satisfaction, with
t-value 10.76 or t-value > 2;
(b) service quality
does not has
significant effect toward
customer loyalty, with t-value
0.15 or t-value
< 2; (c)
customer loyalty has
positive and significant effect
toward customer loyalty, with t-value 5.39 or t-value > 2.
Penulis: Agung Kresnamurti R.
P, Dian Siskawati Sinambela
Kode Jurnal: jpmanajemendd110306
