Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dalam Membentuk Loyalitas Pelanggan
Abstract: The aim of the
research is to analyze how the service quality can affect customer’s
satisfaction in shaping costumer’s
loyalty. The research
is quantitative and
uses non-probability purposive
sampling technique. The instrument of the research uses questionnaires
which were analyzed with Structural Equation Modeling. The result of the research
shows that the five dimensions, i.e. physical evidence, empathy, reliability, quickness,
and guaranty positively affect the service quality. The other results show that
customer’s satisfaction is a preceding factor of customer’s loyalty. The direct
effect of service quality on customer’s loyalty does not sustain the research,
since the researcher did not find any significant direct relation between
service quality and customer’s loyalty.
Penulis: DWI ARYANI dan
FEBRINA ROSINTA
Kode Jurnal: jpadministrasinegaradd100087
