PENGARUH SERVICE QUALITY TERHADAP CUSTOMER LOYALTY DENGAN CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING DI DJOURNAL COFFEE TUNJUNGAN PLAZA

Richard Bryan Badalu(1*),


(1) 
(*) Corresponding Author

Abstract


Penelitian ini bertujuan untuk mengetahui Pengaruh Service Quality Terhadap Customer Loyalty Dengan Customer Loyalty Sebagai Media Intervening Pada Djournal Coffee Tunjungan Surabaya. Penelitian ini dilaksanakan dengan menyebarkan kuisioner kepada 100 responden yang merupakan konsumen Djournal Coffee Tunjungan Surabaya. Hasil penelitian menunjukkan bahwa Service Quality memiliki pengaruh yang positif terhadap Customer Loyalty. Begitu juga dengan Customer Satisfaction  dan Customer Loyalty. Teknik analisa dalam penelitian ini menggunakan teknik analisis kuantitatif dengan metode path analysis.


Keywords


Service Quality, Customer Satisfaction, dan Customer Loyalty.

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References


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