Pengaruh service quality, product quality, melalui customer satisfaction terhadap customer loyalty pada Jamoo Restaurant di Surabaya

Wijaya, Irwan (2013) Pengaruh service quality, product quality, melalui customer satisfaction terhadap customer loyalty pada Jamoo Restaurant di Surabaya. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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Abstract

Tujuan penelitian ini adalah untuk menguji pengaruh service quality, product quality melalui customer satisfaction terhadap customer loyalty pada Jamoo restaurant di Surabaya. Dalam penelitian ini kedua variabel bebas dinilai dapat mengukur kepuasan dan loyalitas konsumen sebagai variabel terikat. Penelitian ini menggunakan analisis SEM untuk menganalisis service quality, product quality melalui customer satisfaction terhadap customer loyalty. Sedangkan teknik pengambilan sampel dalam penelitian ini menggunakan metode purposive sampling, sehingga sampel yang digunakan dalam penelitian ini sebanyak 150 responden. Kesimpulan dalam penelitian ini adalah service quality berpengaruh signifikan terhadap customer satisfaction, sedangkan product quality berpengaruh tidak signifikan terhadap customer satisfaction, dan customer satisfaction berpengaruh signifikan terhadap customer loyalty. Service quality melalui customer satisfaction dapat mempengaruhi customer loyalty. Product quality melalui customer satisfaction dapat mempengaruhi customer loyalty.

Item Type: Thesis (Undergraduate)
Department: ["eprint_fieldopt_department_Faculty of Business" not defined]
Uncontrolled Keywords: Service quality, product quality, customer satisfaction,customer loyalty
Subjects: Business > Management
Divisions: Faculty of Business > Management Undergraduate Study Program
Depositing User: Thomas Aryanatan Lena
Date Deposited: 08 Mar 2016 08:41
Last Modified: 08 Mar 2016 08:41
URI: http://repository.ukwms.ac.id/id/eprint/6311

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