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Ika Wahyu Wijayanti, Ika Wahyu
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Decision Sciences, Operations Research & Management

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PENGARUH KUALITAS PELAYANAN, PERSEPSI HARGA DAN NILAI PELANGGAN TERHADAP LOYALITAS KONSUMEN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING Wijayanti, Ika Wahyu; Wahyono, Wahyono
Management Analysis Journal Vol 4 No 1 (2015): Management Analysis Journal
Publisher : Management Analysis Journal

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.15294/maj.v4i1.7212

Abstract

This study aimed to determine the effect of service quality, price perception and customer value on customer loyalty through customer satisfaction as an intervening variable of the consumer-Indosat IM3 cellular card. Data were collected from 100 respondents of IM3 users using accidental sampling method, then processed using SPSS 16.0 software using path analysis. The results show that there is a positive and significant impact service quality, price perception and customer value to customer loyalty. Service quality has significant positive effect on loyalty through customer satisfaction as mediation, price perception and customer value has negatively affect loyalty through customer satisfaction as mediation
Co-Authors Wahyono Wahyono