MEMBANGUN LOYALITAS MELALUI PELAYANAN

Titin Hargyatni

Abstract


This study aims to determine the effect of service quality on loyalty through satisfaction as pemediasi. This research was a causal data collection techniques are guided by a questionnaire survey. The study population were diners in restaurant Solo. With a sample of 300 respondents using sampling methods, sampling konvenien. Test test hypotheses structural model shows the influence of service quality to customer satisfaction demonstrated the value of CR = 2,585, β = 0.338 and p <0.05 was accepted at the 5% significance level. Test the effect of satisfaction on customer loyalty, showed the value of CR = 10 633, β = 1.008 and the probability <0.05 at the 5% significance level.

 Keywords : quality of service, satisfaction, loyalty.


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Hal 49-56

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