Jurnal Manajemen
Vol 5 No 1 (2015): November

PERAN KUALITAS LAYANAN DALAM MENCIPTAKAN KEPUASAN PELANGGAN

Tumpal & Stephen Sitinjak & Setyadi (Institut Bisnis dan Informatika Kwik Kian Gie)

Article Info

Publish Date
20 Oct 2018

Abstract

The purpose of this study was to determine the effect of service quality through customer satisfaction. The data used in this study were primary data. Primary data were collected through questionnaires distributed to 75 respondents who had been a member Best Fitness Lotte Mart more than one month. The sampling technique using non-probability sampling using judgment sampling method. The analytical method used was descriptive analysis and Structural Equation Modeling (SEM) based variants using Partial Least Square (PLS). From the existing analysis, can be found that service quality proven influence on customer satisfaction. Keywords :Service Quality, Customer Satisfaction

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Journal Info
Jurnal Manajemen
Website

Abbrev

JM

Publisher

INSTITUT BISNIS DAN INFORMATIKA KWIK KIAN GIE

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

Description

Jurnal Manajemen mempunyai misi untuk mendorong pengembangan praktik dan teori manajemen di Indonesia melalui penyebarluasan temuan-temuan hasil riset dibidang sains dan kasus manajemen, terdiri dari bidang sumber daya manusia, pemasaran, strategik, keuangan, dan ...