Jurnal Bisnis dan Manajemen
Vol 3, No 2 (2016): Juni 2016

PENGARUH KUALITAS PELAYANAN TERHADAP NILAI PELANGGAN, KEPUASAN PELANGGAN SERTA IMPLIKASINYA TERHADAP LOYALITAS PELANGGAN (Survey pada Pelanggan Alfamart Di Kota Malang)

Saraswati, Dinastya (Unknown)

Article Info

Publish Date
19 May 2016

Abstract

This study aims to analyze and explain the influence of Quality of Service on Customer Value and Customer Satisfaction and Customer Loyalty. Analyze and explain the influence of the Customer Value Customer Satisfaction and Customer Loyalty. Analyze and explain the effect of Customer Satisfaction to Customer Loyalty. This study included an explanatory research. The number of samples in this study as many as 102. The sampling technique using Accidental Sampling. The technique of collecting data using questionnaires. Data were analyzed using path analysis. The results showed that service quality significantly influence Customer Value. Quality Services significantly influence customer satisfaction. Customer Value significantly influence customer satisfaction. Quality Services significantly influence Customer Loyalty. Customer Value significantly influence Customer Loyalty. Customer satisfaction significantly influence Customer Loyalty.

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Journal Info
Jurnal Bisnis dan Manajemen
Website

Abbrev

jbm

Publisher

Universitas Merdeka Malang

Subject

Decision Sciences, Operations Research & Management Social Sciences

Description

Jurnal Bisnis dan Manajemen covers the areas of financial management science, human resource management, marketing management, and strategic management It also covers the field of ...