PENGARUH SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION DAN DAMPAKNYA TERHADAP CUSTOMER LOYALITY PADA PERUSAHAAN JASA

Harry Indra (Fakultas Ekonomi Universitas Krisnadwipayana)

Jurnal Manajemen Bisnis Krisnadwipayana
Vol 5, No 2 (2017): Jurnal Manajemen Bisnis Krisnadwipayana

The purpose of this study was to determine the effect of the Customer Service Quality satisfaction and their impact on customer loyalty. In this study the services company is used as an example.This research is associative and aims to achieve the goal of researchers. The study was conducted by questionnaire distributed direcly to a sample 100 customer of this company. Structural Path Analysis is used for data analysis techniques. This research is important to prove Service Quality affecting Customer Satisfaction, Customer Satisfaction influential Loyalty, Service Quality effect on Loyalty with Customer Satisfaction as an intervening variable. The results of the study can be used by services company to determine the company's strategy, in the future or to help the company to resolve the problems being faced.