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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN
DALAM MEMBENTUK LOYALITAS PELANGGAN
(Survei pada Pelanggan Kedai Kober Mie Setan Malang)
Farucha Indrianingsih
Achmad Fauzi DH
Kadarisman Hidayat
Fakultas Ilmu Administrasi
Universitas Brawijaya Malang
[email protected]
Abstract
This study aimed to analyze and explain the influence of service quality consisting of tangibles, reliability,
responsiveness, assurance, empathy on customer satisfaction in establishing customer loyalty. This research
uses explanatory research. The sample used in this study as many as 116 customers Kedai Kober Mie Setan
Malang. Data retrieval technique using purposive sampling. Methods of data collection using the
questionnaire. The data analysis using descriptive analysis and path analysis (path analysis). The results
showed that a significant difference between the quality of service consisting of tangibles, reliability,
responsiveness, assurance, empathy towards customer satisfaction and customer satisfaction to customer
loyalty with a p-value (p
DALAM MEMBENTUK LOYALITAS PELANGGAN
(Survei pada Pelanggan Kedai Kober Mie Setan Malang)
Farucha Indrianingsih
Achmad Fauzi DH
Kadarisman Hidayat
Fakultas Ilmu Administrasi
Universitas Brawijaya Malang
[email protected]
Abstract
This study aimed to analyze and explain the influence of service quality consisting of tangibles, reliability,
responsiveness, assurance, empathy on customer satisfaction in establishing customer loyalty. This research
uses explanatory research. The sample used in this study as many as 116 customers Kedai Kober Mie Setan
Malang. Data retrieval technique using purposive sampling. Methods of data collection using the
questionnaire. The data analysis using descriptive analysis and path analysis (path analysis). The results
showed that a significant difference between the quality of service consisting of tangibles, reliability,
responsiveness, assurance, empathy towards customer satisfaction and customer satisfaction to customer
loyalty with a p-value (p