Management Analysis Journal
Vol 7 No 2 (2018): Management Analysis Journal

The Influence of Service Quality and Store Atmosphere on Customer Loyalty through Customer Satisfaction

Furoida, Fatin (Unknown)
Maftukhah, Ida (Unknown)

Article Info

Publish Date
06 Jun 2018

Abstract

This study aims to determine the direct indirect influence of service quality, store atmosphere and customer satisfaction as an intervening variable on customer loyalty. The population of this research is customer of Martabak Platinum Ruby Pekalongan Cafe. The number of sample is 116 respondents with purpose sampling technique through likert scale questionnaire. Data analysis using descriptive percentage and path analysis. The results show that service quality affect customer loyalty, store atmosphere affect customer loyalty and customer satisfaction influence customer loyalty and mediate the influence of service quality and store atmosphere on customer loyalty.

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Journal Info
Management Analysis Journal
Website

Abbrev

maj

Publisher

Universitas Negeri Semarang

Subject

Decision Sciences, Operations Research & Management

Description

Management Analysis Journal (MAJ) is an open-access electronic journal focusing on scientific work on the field of business. This journal applies the theory developed from business research and connects it to actual business situations. The articles within this journal are published quarterly ...