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All Journal Bisma: Jurnal Bisnis dan Manajemen
Putri, Husni Indrawati Wijaya
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Other

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PENGARUH DIMENSI KUALITAS LAYANAN TERHADAP CUSTOMER DELIGHT MELALUI CUSTOMER SATISFACTION Putri, Husni Indrawati Wijaya
BISMA: Jurnal Bisnis dan Manajemen Vol 13 No 2 (2019)
Publisher : Jurusan Manajemen Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.19184/bisma.v13i2.8884

Abstract

The objective of this research is to analyze the influence of service quality dimensions which consist of tangibles; reliability; responsiveness; assurance; and empathy on customer delight through customer satisfaction. The research sample was the students of the Faculty of Economics and Business, Study Program of Management, University of Wijaya Kusuma Surabaya batch of 2016/2017 that consisted of 90 respondents. The data analysis technique used was path analysis. The results showed that the dimensions of service quality, i.e., tangibles, reliability, responsiveness, assurance, and empathy affect customer delight as mediated by customer satisfaction.
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